ITIL® 4 Specialist: Drive Stakeholder Value
Course Overview
The ITIL® 4 Specialist: DSV certification is a prerequisite for the ITIL 4 Managing Professional designation, which assesses a candidate’s knowledge of how to run successful IT-enabled services and teams. This certification will help you understand the impact of agile and lean work processes and how to leverage them.
Course Objectives
- Multisupplier management
- Relationship management
- CX and UX design
- Customer journey mapping
- Communication
- SLA design
Course Prequisites
- To be eligible for this certification, applicants should have:
Passed the ITIL 4 Foundation examination
Attended an accredited training course for this module
Target Audience
This ITIL 4 Specialist: Drive Stakeholder Value certification course is aimed at IT service managers pursuing the ITIL Managing Professional (MP) designation. This certification program is also well suited for professionals continuing their journey in IT service management, ITSM practitioners who are responsible for managing and integrating stakeholders and focusing on the customer journey and experience, and professionals who are responsible for fostering relationships with partners and suppliers.
Course Outline
ITIL 4 Specialist – Drive Stakeholder Value
Lesson 01 – Course Introduction
Lesson 02 – The Customer Journey
Lesson 03 – Targeting Markets and Stakeholders
Lesson 04 – Fostering Stakeholder Relationships
Lesson 05 – Shape Demand and Define Service Offerings
Lesson 06 – Align Expectations and Agree Services
Lesson 07 – Onboard and Offboard Customers and Users
Lesson 08 – Continual Value Co-Creation
Lesson 09 – Service Value Realization
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