ITIL® 4 Specialist: Drive Stakeholder Value

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

Module 1: ITIL Foundation review

• Brief review of core ITIL 4 principles and concepts

Module 2: Customer Journey

• Understand the customer journey stages and it’s benefits
• Introduction into methods to be used when designing and improving customer journeys

Module 3: Explore

• Target markets
• Understanding markets
• Understanding service providers and their offerings
• Understanding service consumers and their needs

Module 4: Engage

• Effectively communicate and collaborate
• Identify the characteristics of different relationship types
• Develop customer relationships

Module 5: Offer

• Manage demand and opportunities
• Specify and manage customer requirements
• Design service offerings and user experience
• Sell and obtain service offerings

Module 6: Agree

• Align expectations and establish a shared view of the target service scope and quality
• Utilise service level management practice guidance to enable appropriate oversight of service delivery

Module 7: Onboard

• Understand the importance of onboarding and the preparation necessary
• Understand the use of omnichannel management as part of successful onboarding
• Understand the need to plan for offboarding activity as much as onboarding activity

Module 8: Co-create

• Understand how this stage enables the service to provide value
• Understand the importance of moments of truth and how to optimise them
• Understand the importance of feedback and user communities

Module 8: Realise

• Understand the principles of how to track, assess and evaluate service value realisation
• Understand the importance of measuring service experience and usage
• Understand the need to report in relevant ways how service value has occurred
• Continually assess and improve the customer journey

At the end of this accelerated course, you’ll sit the following exam at the Firebrand Training centre, covered Certification Guarantee:

AXELOS ITIL® 4 Specialist: Drive Stakeholder Value Certification exam

• Duration: 90 minutes
• Format: Multiple choice; Closed book
• Number of questions: 40 questions
• Passing score: 28 out of 40 marks required to pass (70%)

Before attending this accelerated course, you should have:

• ITIL 4 Foundation certification or have attended and passed ITIL 4 Managing Professional Transition.
• ITIL v3 or previous versions of ITIL Foundation certificates are NOT a valid prerequisite
• ITIL 4 Specialist: Drive Stakeholder Value pre-course work

Your accelerated course includes:

• Accommodation *
• Meals, unlimited snacks, beverages, tea and coffee *
• On-site exams **
• Exam vouchers **
• Practice tests **
• Certification Guarantee ***
• Courseware
• Up-to 12 hours of instructor-led training each day
• 24-hour lab access
• Digital courseware **

* For residential training only. Accommodation is included from the night before the course starts. This doesn't apply for online courses.
** Some exceptions apply. Please refer to the Exam Track or speak with our experts.
*** Pass first time or train again free as many times as it takes, unlimited for 1 year. Just pay for accommodation, exams, and incidental costs.

Seven reasons why you should sit your course with Firebrand Training

• Two options of training. Choose between residential classroom-based, or online courses
• You'll be certified fast. With us, you’ll be trained in record time
• Our course is all-inclusive. A one-off fee covers all course materials, exams**, accommodation* and meals*. No hidden extras.
• Pass the first time or train again for free. This is our guarantee. We’re confident you’ll pass your course the first time. But if not, come back within a year and only pay for accommodation, exams and incidental costs
• You’ll learn more. A day with a traditional training provider generally runs from 9 am – 5 pm, with a nice long break for lunch. With Firebrand Training you’ll get at least 12 hours/day of quality learning time, with your instructor
• You’ll learn faster. Chances are, you’ll have a different learning style to those around you. We combine visual, auditory and tactile styles to deliver the material in a way that ensures you will learn faster and more easily
• You’ll be studying with the best. We’ve been named in the Training Industry’s “Top 20 IT Training Companies of the Year” every year since 2010. As well as winning many more awards, we’ve trained and certified over 135,000 professionals

*For residential training only. Doesn't apply for online courses
**Some exceptions apply. Please refer to the Exam Track or speak with our experts

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