ITIL® 4 Specialist: Drive Stakeholder Value (DSV) + exam

Description

ITIL 4’s holistic approach raises the profile of service management in organizations and industries, setting it within a strategic context. Its focus is on end-to-end product and service management, from demand to value. ITIL 4 Drive Stakeholder Value follows the customer journey and covers all types of engagement and interaction between a service provider and its customers, users, suppliers, and partners. It explores the various steps organizations can take to drive stakeholder value, including but not limited to, fostering various types of relationships, understanding markets and stakeholders, and capturing and realizing value. The guidance also deals with the conversion of stakeholder satisfaction. It can be adopted and adapted in all types of organizations—helping to establish, maintain, and develop an effective service relationship at an appropriate level.

Target

• Senior IT leaders and executives • Managers, supervisory staff and team leaders • IT professionals who require a deeper understanding of the ITIL 4 publications, and how ITIL 4 concepts and activities can be implemented to enhance the quality of IT service management within an organization • IT professionals working in roles associated with a service-based business model • IT architects, IT planners, IT consultants, IT audit managers, IT security managers, IT developers and operational support staff • Service management professionals and ITSM trainers interested in achieving the Managing Professional designation in the new ITIL 4 framework

Contents

This course prepares candidates for the PeopleCert ITIL 4 Specialist Drive Stakeholder Value formal examination. At the end of the course, students will: • Understand how customer journeys are designed • Know how to target markets and stakeholders • Know how to foster stakeholder relationships • Know how to shape demand and define service offerings • Know how to align expectations and agree details of services • Know how to onboard and offboard customers and users • Know how to act together to ensure continual value co-creation (service consumption/provisioning) • Know how to realize and validate service value

Prerequisites

Candidates must currently hold the ITIL 4 Foundation certificate before registering for this course.

Study Materials