ITIL® 4 Specialist: Drive Stakeholder Value (DSV) Course

Learning Objectives

Start with a recap of what is ITIL and its evolution to ITIL 4. Recollect the Key fundamentals that were covered in ITIL 4 Foundation.  Understand the role and importance of Engagement and customer journey. Take a quick look at key terminologies and concepts: Stake holders, Service Consumers, Service Relationships, Customer Journeys, Visibility, Value, Products and Services. 

Learning Objectives

Describe and explain the concepts of customer Journey. Map, design, measure and improve customer journeys. 

Learning Objectives:

Describe the Purpose of ‘Explore’ during the customer journey. Identify customer needs and internal and external factors that affect them.  Identify service providers and explain their value propositions.  Explain how to understand Markets and their characteristics. Identify and describe various marketing activities and techniques. 

Learning Objectives

Explain the Purpose of ‘Engage’ during the customer journey.Explain the use of communication and collaboration activities and techniques. Describe how to develop customer relationships. Identify the different supplier and partner relationship types, and how these are managed. Explain how the Relationship management practice can be applied to enable and contribute to fostering relationships. Also explain how the Supplier management practice can be applied to enable and contribute to supplier and partner relationships management. 

Learning Objectives

Describe the Purpose of ‘Offer’ step during the customer journey. Explain how to capture, influence and manage demand and opportunities. Explain how to collect, specify and prioritize requirements from a diverse range of stakeholders. Describe the methods for designing digital service experiences based on value-driven, data-driven and user-centered service design. Understand approaches for selling and obtaining service offerings.  Explain how the Business Analysis practice can be applied to enable and contribute to requirement management and service design.  

Learning Objectives:

Describe the Purpose of ‘Agree’ step during the customer journey. Explain how to plan for value co-creation. Learn how to negotiate and agree service utility, warranty and experience. Explain how the Service Level management practice can be applied to enable and contribute to service expectation management. 

Learning Objectives

Describe the Purpose of the ‘Onboard’ step during the customer journey. Explain how to prepare onboarding plans and identify the ways of relating with users and fostering user relationships. Explain how to develop user engagement and delivery channels and describe how users are authorized and entitled to services. Identify different approaches to mutual elevation of customer, user, and service provider capabilities. Explain how to prepare offboarding plans. Understand how the Service Catalogue management practice can be applied to enable and contribute to offering user services. Learn how the Service Desk practice can be applied to enable and contribute to user engagement. 

Learning Objectives:

Describe the Purpose of ‘Co-Create’ step during the customer journey. Explain how to foster a service mindset and use different approaches for the provision of user services. Describe how users can request services and how to manage them. Explain how the Service Request management practice can be applied to enable and contribute to service usage. 

Learning Objectives

Understand the Purpose of ‘Realize’ step during the customer journey. Explain how to validate service value. Understand methods to track and monitor service value (outcome, risk, cost, and resources). Understand distinct types of reporting of service outcome and performance. Explain how to evaluate and improve the customer's journey. Describe the aspects for realization of value for the Service provider. Explain how the Portfolio Management practice can be applied to enable and contribute to service value realization.