ITIL® 4 Specialist: Drive Stakeholder Value

The ITIL® 4 Specialist: Drive Stakeholder Value (DSV) course is a crucial module for professionals focused on the interface between IT services and the business. This course provides a deep dive into all types of engagement and interaction between a service provider and its stakeholders, including customers, users, suppliers, and partners. Students will learn how to convert demand into value through IT-enabled services by mastering the "customer journey." The curriculum moves beyond traditional process-focused service management to explore concepts like service experience (SX), user experience (UX), and customer experience (CX). You will learn practical and strategic methods for identifying stakeholders, building trusted relationships, shaping demand, and ensuring that services are designed, delivered, and supported in a way that co-creates value for everyone involved. Upon successful completion of this course, students will be equipped with the skills necessary to optimize the stakeholder experience and drive tangible business outcomes. Key objectives include learning how to effectively target markets and stakeholders, design the customer journey, and foster strong relationships through effective communication and collaboration. Participants will be able to align expectations by negotiating and agreeing on service details, manage service onboarding and offboarding, and act as a trusted advisor to ensure the continual co-creation of value. The course also covers how to use various ITIL practices, such as Relationship Management, Service Level Management, and Service Desk, to support and enhance every step of the service value chain, from initial engagement to ongoing support. This course is ideal for IT and business professionals who are responsible for managing and improving the relationship with internal and external stakeholders. It is particularly beneficial for individuals in roles such as Business Relationship Managers (BRMs), Service Delivery Managers, Customer Experience (CX) Managers, Service Level Managers, and any ITSM practitioner looking to advance their understanding of customer-centric service delivery. This module is also a key component of the ITIL 4 Managing Professional (MP) designation, making it essential for anyone pursuing that advanced certification. A prerequisite of the ITIL 4 Foundation certificate is required to take the examination for this course.

Here are 6 key facts for the 'ITIL® 4 Specialist: Drive Stakeholder Value' course:

* This course focuses on the entire customer and user journey, from initial demand to the ongoing co-creation of value.
* Learn to build trusted relationships with stakeholders to understand their perspectives and shape services that meet their needs.
* Master the ITIL 4 concept of value co-creation, where value is mutually realized through collaboration between provider and consumer.
* Discover best practices for designing service offerings and effectively onboarding and offboarding customers for a seamless experience.
* Move beyond traditional SLAs by learning to measure and manage the user experience (UX) and achieve desired business outcomes.
* Explore how to integrate key ITIL practices like Relationship Management and Service Desk to create a unified and valuable stakeholder journey.