ITIL® 4 Specialist: Drive Stakeholder Value Training

Duration: 3 days
Labs: Yes
Exam Voucher: Yes
Language: English
Level: Advanced

This ITIL 4 Specialist: Drive Stakeholder Value (DSV) course covers all types of engagement and interaction between a service provider and their customers, users, suppliers, and partners. It focuses on the conversion of demand into value via IT-enabled services.

It covers critical topics such as SLA (Service Level Agreements) design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more. In addition, it will provide you with the tools to increase stakeholder satisfaction, which is integral to business success in the current competitive landscape.

The course prepares you for the ITIL 4 Specialist: Drive Stakeholder Value exam, one of five exams needed to achieve ITIL 4 Managing Professional (MP) Certification. Individuals can expect to walk away with the tools required to drive user engagement and boost internal and external stakeholder satisfaction.

Drive Stakeholder Value Training Delivery Methods

In-Person
Online

Drive Stakeholder Value Training Information

In this course, you will learn how to:

Understand all types of engagement and interactions between a service provider and their customers, users, suppliers, and partners, including essential CX, UX, and journey mapping concepts.

Apply practical and technical knowledge about how to run successful, modern, IT-enabled services, teams, and workflows
Training Prerequisites

Must hold the ITIL 4® Foundation Certificate (see Learning Tree Course 1199, ITIL® 4 Foundation Training)
Certification Information

Wouldn’t you like to sit your exam knowing you could have another shot if the outcome is unexpected? With Learning Tree, now you can! This Learning Tree training course features the Take2 re-sit exam option. In the case of an unsuccessful result, you can retake the exam within six months of your first try.

Drive Stakeholder Value Training Outline

Module 1: Understand how customer journeys are designed

Understand the concept of the customer journey
Understand the ways of designing and improving customer journeys

Module 2: Know 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

Module 3: Know how to foster stakeholder relationships

Understand the concepts of 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 analyse 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 (the relationship management practice)
Know how the supplier management practice can be applied to enable and contribute to supplier and partner relationships management (the supplier management practice)

Module 4: Know 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 prioritise 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 (the business analysis)

Module 5: Know how to align expectations and agree details of services

Know how to plan for value co-creation
Know how to negotiate and agree on service utility, warranty, and experience
Know how the Service level management practice can be applied to enable and contribute to service expectation management (the service level management practice)

Module 6: Know 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 authorised and entitled to services
Understand different approaches to the mutual elevation of the 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 (the service catalogue management practice
Know how the Service Desk practice can be applied to enable and contribute to user engagement
Understand how users can request services

Module 7: Know how to act together to ensure continual value co-creation (service consumption / provisioning)

Understand methods for triaging 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, behaviour, and culture)
Know how to use different approaches to the provision of user services
Know how to seise 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 (the service request management practice)

Module 8: Know how to realise and validate service value

Understand methods for measuring service usage and customer and user experience and satisfaction
Understand methods to track and monitor service value (outcome, risk, cost, and resources)
Understand different types of reporting of service outcome and performance
Understand charging mechanisms
Know how to assess service value realisation
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 realisation (9.5.5, the portfolio management practice)

Commercial Pricing

£1,730

3-day instructor-led training course
Practice exams and prep questions
ITIL® 4 Specialist: Drive Stakeholder Value exam voucher included
Take2 exam re-sit included (eligible on public events)
After-course instructor coaching benefit

Would you like to take this course as a team?

Include dates with afternoon start times

Nov 25 - 27 9:00 am - 4:30 pm GMT

London or Virtual
Jan 27 - 29 9:00 am - 4:30 pm GMT

London or Virtual
Feb 17 - 19 2:00 pm - 9:30 pm GMT

Herndon, VA or Virtual
Mar 23 - 25 9:00 am - 4:30 pm GMT

London or Virtual
Apr 21 - 23 2:00 pm - 9:30 pm BST

Herndon, VA or Virtual
Jun 2 - 4 9:00 am - 4:30 pm BST

London or Virtual
Jul 21 - 23 2:00 pm - 9:30 pm BST

Herndon, VA or Virtual

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ITIL® 4 Specialist: DSV Training FAQs

ITIL Specialist Drive Stakeholder Value is aimed at practitioners responsible for managing and integrating stakeholders, focusing on the customer journey and experience, and fostering relationships with partners and suppliers. All modules have ITIL 4 Foundation as a prerequisite.

Before your event, you will be sent an electronic Pre-Course Study Guide and the ITIL 4 Drive Stakeholder Value book, which you should read as part of the 21 hours of personal study.

You will receive an exam voucher for each exam and a link to register and schedule your online exam sessions with the PeopleCert web proctoring service. You will take your exams after you have completed your training course. Visit the PeopleCert website for more information on the logistics of taking your web-proctored exam with PeopleCert.

Once you have ITIL 4 Foundation certification, this course is one of 4 Specialist courses needed to achieve the ITIL 4 Managing Professional certification.

Learning Tree will set up the Take2 option for all attendees for publicly scheduled course events when we order your exam voucher. Additionally, if you are not successful on your first exam, you will be notified by PeopleCert that you are eligible to register for the exam retake.

Though exam vouchers can cost hundreds, there is no additional cost to you to sign up for the Take2 re-sit program. Take2 is an additional complimentary benefit offered to you by Learning Tree.

Yes, you must re-sit the exam within six months of your initial exam.

ITIL® 4 Specialist: Drive Stakeholder Value Training

Drive Stakeholder Value Training Delivery Methods

Drive Stakeholder Value Training Information

Drive Stakeholder Value Training Outline

Module 1: Understand how customer journeys are designed

Module 2: Know how to target markets and stakeholders

Module 3: Know how to foster stakeholder relationships

Module 4: Know how to shape demand and define service offerings

Module 5: Know how to align expectations and agree details of services

Module 6: Know how to onboard and offboard customers and users

Module 7: Know how to act together to ensure continual value co-creation (service consumption / provisioning)

Module 8: Know how to realise and validate service value

Live Instructor £1,730

ITIL® 4 Specialist: DSV Training FAQs

What background do I need to take the instructor-led class?

What do I need to complete before the instructor-led class?

When do I take my ITIL exam?

How does this ITIL 4 Specialist: Drive Stakeholder Value course help me achieve ITIL 4 Managing Professional Certification?

How do I know if I am eligible for the Take2 exam retake option?

How much does the Take2 exam retake cost?

Does the Take2 exam retake option expire?

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