ITIL®4 Drive Stakeholder Value (DSV)

Course objectives

• Understanding how to guide stakeholders (both customers & service providers) through the principles and practices of co-creating value thought service
• Understanding in details all steps of the customer journey
• Getting to know how effectively manage stakeholders, communicate, build relations with them and increase their satisfaction
• Preparation for the ITIL®4 Specialist Drive Stakeholder Value (DSV) exam

Training scope

• Customer Jouney – mapping, designing, measuring and improving
• Targeting markets and stakeholders
• Fostering stakeholder relationships
• Shaping demand and defining service offerings
• Aligning expectations and agreeing details of services
• Onboarding and offboard customers and users
• Acting together to ensure continual value co-creation (service consumption / provisioning)
• Realizing and validating service value

Prerequisites

An ITIL®4 Foundation certificates.

Audience

• existing ITIL qualification holders wishing to develop their knowledge & continuing their journey in service management
• ITSM managers and aspiring ITSM managers
• ITSM practitioners managing the operation of IT-enabled & digital products and services,
• responsible for the end-to-end delivery