Course Details
Course Code: DSV; Duration: 3 Days; Instructor Led
Exam is included
Audience
The target audience for this qualification is:
- Individuals continuing their journey in service management
- ITSM managers & aspiring ITSM managers
- ITSM practitioners managing and integrating stakeholders, focus on the customer journey & experience, and those responsible for fostering relationships with partners and suppliers
- Existing ITIL qualification holders wishing to develop their knowledge.
Prerequisites
For this course you are required to have successfully attained your ITIL 4 Foundation certificate. You will need to provide us with a copy of your certificate upon registration in order to be admitted into this course.
Methodology
This program will be conducted with interactive lectures, PowerPoint presentation, discussions and practical exercise.
Course Objectives
This course prepares students for the ITIL 4 Drive Stakeholder Value exam. After participating in this course, a candidate can demonstrate sufficient understanding and application of ITIL 4 to all types of engagement and interaction between a service provider and their customers, users, suppliers and partners.
This course focuses on the conversion of demand into value via IT enabled services. The course also covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more.
The ITIL 4 Drive Stakeholder Value qualification is one of the pre-requisites for the designation of ITIL 4 Managing Professional which assesses the candidates practical and technical knowledge about how to run successful, modern, IT-enabled services, teams and workflows.
Outlines
Module 1: Customer Journey
- Purpose of Mastering the Customer Journey
- Touchpoints and Service Interactions
- Mapping the Customer Journey
- Designing the Customer Journey
- Measuring and Improving the Customer Journey
Module 2: Customer Journey - Step 1: Explore
- Purpose of the Explore Step
- Understanding Service Consumers
- Understanding Service Providers
- Understanding and Targeting Markets
Module 3: Customer Journey - Step 2: Engage
- Purpose of the Engage Step
- Aspects of Service Value
- Service Relationship Types
- Building Service Relationships
- Building and Sustaining Trust and Relationships
- Analyzing Customer Needs
- Managing Suppliers and Partners
Module 4: Customer Journey - Step 3: Offer
- Purpose of Shaping Demand and Service Offerings
- Managing Demand and Opportunities
- Specifying and Managing Customer Requirements
- Designing Service Offerings and User Experience
- Selling and Obtaining Service Offerings
Module 5: Customer Journey - Step 4: Agree
- Purpose of Aligning Expectations and Agreeing Services
- Agreeing and Planning Value Co-Creation
- Negotiating and Agreeing a Service
Module 6: Customer Journey - Step 5: Onboard
- Purpose of Onboarding and Offboarding
- ITIL Management Practices
- Planning Onboarding
- Fostering Relationships with Users
- Providing User Engagement and Delivery Channels
- Enabling Users for Service
- Elevating Mutual Capabilities
- Offboarding
Module 7: Customer Journey - Step 6: Co-create
- Purpose of Service Provision and Consumption
- Service Mindset
- Ongoing Service Interactions
- Nurturing User Communities
Module 8: Customer Journey - Step 7: Realize
- Measuring Service Value
- Purpose of Value Capturing and Customer Journey Improvement
- Realizing Service Value in Different Settings
- Tracking Value Realization
- Assessing and Reporting Value Realization
- Evaluating Value Realization and Improving Customer Journeys
- Realizing Value for the Service Provider
