Duration
3 Days
18 CPD hours
This course is intended for
The target audience include, but is not limited to:
Relationship managers
Customer experience (CX) managers
Account managers
Service delivery managers
Service desk managers
Service Level Managers
Enterprise Architects
Service and Solution Architects
Business Analysts
Product Owners
Marketing Managers
Project Managers
Portfolio Managers
Supplier relationship Managers
Vendor Managers
Contract Managers
Customer experience/User experience Designers
Consultants
Overview
The purpose of this course is to give the delegate the understanding to optimize
the value of the journey for all stakeholders, for example, to convert
opportunity and demand into value and to drive stakeholder value.
Engagement is important in the optimization of service value because, as ITIL
Foundation explained, service value is co-created through the involvement of
users, customers, sponsors, service providers, or any other stakeholder.
This course introduces ways and methods to drive stakeholder value and encourage
stakeholders contribute to the creation of service value by exploring the
following:
Value propositions
Fostering relationships
Keeping engagement channels open
Shaping demand
Designing service offerings
Aligning and agreeing expectations
Co-creating service experiences
Realizing value
This course covers key topics such as SLA design, multi-supplier management,
communication, relationship management, CX and UX design, customer journey
mapping, and more. It will provide candidates with the tools to increase
stakeholder satisfaction which is integral to business success in the current
competitive landscape. The associated certification exam voucher is included
with this course. As an ITIL© Accredited Training Organization of PeopleCert,
all students attending this training will be provided with the exam voucher as a
part of delivery.
HOW CUSTOMER JOURNEYS ARE DESIGNED
* Understand the concept of the customer journey
* Understand the ways of designing and improving customer journeys
*
HOW TO TARGET MARKETS AND STAKEHOLDERS
* 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
*
HOW TO FOSTER STAKEHOLDER RELATIONSHIPS
* 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 analyze 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
*
HOW TO SHAPE DEMAND AND DEFINE SERVICE OFFERINGS
* Understand 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
* Know how to capture, influence and manage demand and opportunities
* Know how to collect, specify and prioritize 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
*
HOW TO ALIGN EXPECTATIONS AND AGREE DETAILS OF SERVICES
* 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
HOW TO ONBOARD AND OFFBOARD CUSTOMERS AND USERS
* 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
HOW TO ACT TOGETHER TO ENSURE CONTINUAL VALUE CO-CREATION
* 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, behavior 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
HOW TO REALIZE AND VALIDATE SERVICE VALUE
* 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 realization
* ITIL© is a registered trade mark of AXELOS Limited, used under permission of
AXELOS Limited. All rights reserved. The Swirl logo? is a trade mark AXELOS
Limited used, under permission of AXELOS Limited. All rights reserved. IT
Infrastructure Library© is a registered trade mark of the AXELOS Limited
used, under permission of AXELOS Limited. All rights reserved.
ADDITIONAL COURSE DETAILS:
Notes
New Horizons is an Authorised Training Organisation (ATO) for Peoplecert for
ITIL4
Nexus Humans ITIL 4 Specialist Drive Stakeholder Value (DSV) with Exam training
program is a workshop that presents an invigorating mix of sessions, lessons,
and masterclasses meticulously crafted to propel your learning expedition
forward.
This immersive bootcamp-style experience boasts interactive lectures, hands-on
labs, and collaborative hackathons, all strategically designed to fortify
fundamental concepts.
Guided by seasoned coaches, each session offers priceless insights and practical
skills crucial for honing your expertise. Whether you're stepping into the realm
of professional skills or a seasoned professional, this comprehensive course
ensures you're equipped with the knowledge and prowess necessary for success.
While we feel this is the best course for the ITIL 4 Specialist Drive
Stakeholder Value (DSV) with Exam course and one of our Top 10 we encourage you
to read the course outline to make sure it is the right content for you.
Additionally, private sessions, closed classes or dedicated events are available
both live online and at our training centres in Dublin and London, as well as at
your offices anywhere in the UK, Ireland or across EMEA.