ITIL 4 Specialist: Drive Stakeholder Value Training

This course covers important subjects including SLA design, managing multiple suppliers, communicating with others, managing relationships, CX and UX design, customer journey mapping, and more.

📘 ITIL4 🎓 Certification: YES 👥 2135 Enrolled ⏱️ 3 Days 💼 Intermediate Level ⭐ 4.9 | 113 Reviews

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Course Overview

ITIL 4 offers enterprises useful and adaptable guidelines to help them on their path toward digital transformation. It provides a comprehensive IT/digital operational model for the management and delivery of tech-enabled products and services and enables IT teams to continue having a substantial impact on the overall business strategy.

ITIL offers a framework for effective IT service management (ITSM) using tried-and-true best practices. A service's development, maintenance, and enhancement are all managed under ITIL. ITIL is always modified by the organizations that embrace it to meet their specific requirements.

ITIL4 Specialist Drive Stakeholder Value is intended for practitioners who are in charge of overseeing and integrating stakeholders, who concentrate on the customer journey and experience, and who are in charge of building connections with partners and suppliers.

This course covers important subjects including SLA design, managing multiple suppliers, communicating with others, managing relationships, CX and UX design, customer journey mapping, and more.

Candidates will be given the resources they need to improve stakeholder satisfaction, which is essential for business success in the present cutthroat business environment.

Mode of Training

🏫 Classroom 💻 Live Online 🧪 Blended 👨‍👩‍👧‍👦 Private Group

What you will learn

Value propositions
Shaping demand
Fostering relationships
Designing service offerings
Keeping engagement channels open
Co-creating service experiences
Aligning and agreeing expectations
Realizing value

Who Should Attend This Course?

Relationship managers	Account managers
Customer experience (CX) managers	Service desk managers
Service delivery managers	Service and Solution Architects
Service Level Managers	Enterprise Architects
Business Analysts	Product Owners
Marketing Managers	Portfolio Managers
Project Managers	Contract Managers
Supplier relationship Managers	Vendor Managers
Customer experience/User experience Designers	Consultants

Prerequisites

Required

ITIL 4 Foundation

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📘 ITIL 4 Specialist: Drive Stakeholder Value Outline

Understand the concept of the customer journey
Understand the ways of designing and improving customer journeys

Understand the characteristics of markets
Understand marketing activities and techniques
Know how to describe customer needs and internal and external factors that affect these
Know how to identify service providers and explain their value propositions

Understand the concepts mutual readiness and maturity
Understand the different supplier and partner relationship types, and how these are managed
Know how to develop customer relationships
Know how to analyse customer needs
Know how to use communication and collaboration activities and techniques
Know how the "Relationship management" practice can be applied to enable and contribute to fostering relationships
Know how the "Supplier management" practice can be applied to enable and contribute to supplier and partner relationships management

Understand methods for designing digital service experiences based on value driven, data driven and user centred service design
Understand approaches for selling and obtaining service offerings
Know how to capture, influence and manage demand and opportunities
Know how to collect, specify and prioritise requirements from a diverse range of stakeholders
Know how the "Business analysis" practice can be applied to enable and contribute to requirement management and service design

Know how to plan for value co-creation
Know how to negotiate and agree service utility, warranty and experience
Know how the "Service level management" practice can be applied to enable and contribute to service expectation management (6.3.7, the 'service level management'

Understand key transition, onboarding and offboarding activities
Understand the ways of relating with users and fostering user relationships
Understand how users are authorized and entitled to services
Understand different approaches to mutual elevation of customer, user and service provider capabilities
Know how to prepare onboarding and offboarding plans
Know how to develop user engagement and delivery channels
Know how the "Service Catalogue management" practice can be applied to enable and contribute to offering user services
Know how the "Service Desk" practice can be applied to enable and contribute to user engagement

Understand how users can request services
Understand methods for triaging of user requests
Understand the concept of user communities
Understand methods for encouraging and managing customer and user feedback
Know how to foster a service mindset (attitude, behaviour and culture)
Know how to use different approaches to provision of user services
Know how to seize and deal with customer and user 'moments of truth'
Know how the "Service request management" practice can be applied to enable and contribute to service usage

Understand methods for measuring service usage and customer and user experience and satisfaction
Understand charging mechanisms
Know how to assess service value realization
Know how to prepare to evaluate and improve the customer journey
Know how the "Portfolio management" practice can be applied to enable and contribute to service value realisation

❓ Frequently Asked Questions

You can become a successful ITSM practitioner with the help of the ITIL 4 DSV training. You'll learn the following useful skills:

Building relationships with stakeholders
Define the services offered.
Customers and consumers that are offboarded and onboard
Assessing and realizing service value
Accept the specifics of the services and align your expectations.
Make customer journey designs
Ensure ongoing co-creation of value

On the ITIL 4 Specialist DSV exam, you'll be tested on these concepts:

ITIL 4 Specialist: Drive Stakeholder Value
ITIL 4 Specialist: Create, Deliver, and Support
ITIL 4 Strategist: Direct Plan and Improve
ITIL 4 Specialist: High-Velocity IT

Yes. Before enrolling in the ITIL 4 DSV course, you must successfully complete the ITIL 4 Foundation.

Microtek Learning will prepare you for various ITIL certifications that are relevant to your career, such as ITIL� 4 Managing Professional Transition and ITIL� 4 Strategic Leader.

The ITIL DSV course would be taught by ITIL-certified teachers with in-depth subject-matter expertise and over ten years of training experience.