ITIL® - ITIL® 4 Specialist: Drive Stakeholder Value Certification

Overview

This accelerated ITIL® 4 Specialist: Drive Stakeholder Value certification course, is for IT professionals who foster relationships with stakeholders to co-create value and drive Stakeholder Value benefits anyone who manages customer journeys, experiences, or expectations.

The course will help you to: effectively manage key stakeholders build trusted relationships shape customer demand embed effective design thinking optimize user experience and customer experience.

The ITIL 4 Drive Stakeholder Value (DSV) qualification is intended to provide the candidate with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers and partners, including key CX, UX and journey mapping concepts. The ITIL 4 Drive Stakeholder Value examination is intended to assess whether the 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. 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.

This 2-day ITIL Specialist Drive Stakeholder Value course is one of the modules which go together to make up the Managing Professional stream of ITIL 4. It looks at all the types of engagement and interaction which occur between a service provider and their customers, users, suppliers and partners. It also covers SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more, all with the goal of increasing stakeholder satisfaction.

In just 2 days, you’ll learn to Shape customer demand - Effectively manage stakeholders and target them with the right service offerings and value propositions. You’ll also learn how to:

• Create a trusted relationship with your stakeholders - Understand how to use effective and timely communication to influence stakeholders at all levels to encourage a culture of collaboration and transparency
• Develop mutually agreed requirements - Establish consumers and producers as multi-dependent, ensuring that value is always mutually agreed, and requirements are prioritised
• Ensure high customer satisfaction levels - Keep customers front-of-mind and adopt a service mindset
• Optimise the customer experience - Integrate Human Centred Design, Customer Experience (CX), User Experience (UX) design, and customer journey mapping to deliver services that delight and evolve as environments change

At the end of this course, you’ll sit the PeopleCert (Axelos) exam, and achieve your ITIL® 4 Specialist: Drive Stakeholder Value Certification certification. Through Firebrand’s Lecture | Lab | Review methodology, you’ll get certified at twice the speed of the traditional training and get access to courseware, learn from certified instructors, and train in a distraction-free environment.

ITIL® is a registered trade-mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Audience

This course is ideal for:

• ITSM practitioners who are responsible for managing and integrating stakeholders, especially those concerned with the customer journey and experience, and fostering relationships with partners and suppliers.
• IT and digital professionals responsible for managing and interfacing with stakeholders and fostering relationships to gain value realisation.
• Anyone who designs or manages customer journeys and experiences IT and digital professionals who need to manage customer demands and expectations.
• Business Relationship Manager; Enterprise Architect; Project Manager; Supplier Relationship Manager; UX/CX Designer; Service Level Manager; Service Delivery Manager; Customer Success Manager; Scrum Master; IT Solutions Manager; Contract Manager; Enterprise Architect; Vendor Manager; Demand Manager