Our 3-day “ITIL® 4 Specialist: Drive Stakeholder Value (DSV)” is one of the four courses towards the ITIL4 Managing Professional (MP) designation.
This course is ideal for anyone who wants to gain a firm grasp of the various types of interactions between a service provider and their customers, users, suppliers and partners.
The core concept behind Drive Stakeholder Value is to provide an understanding of how to convert demand into value through IT-enabled services. The course covers key topics like service level-agreement design, multi-supplier management, relationship management, customer and user experience design, customer journey mapping, and more. Individuals can expect to walk away with the tools required to drive user engagement and boost internal and external stakeholder satisfaction.
ALso available as eLEARNING (895 €) - Our eLearning module includes :
150 days online access
18 hours self study in 9 modules-29 lessons
Video tutorials, study guides and quizzes
Exam voucher and take2
Course & Learning Objectives
During our 3-day course, participants will:
Become familiar with the concept of the customer journey and discover ways to design and improve customer journeys
Learn how to describe customer needs considering the internal and external factors affecting these needs
Understand how the supplier management practice can be applied to enable and contribute to supplier and partner relationships management
Discover methods for designing digital service experiences based on value driven, data driven and user-centric service design
Learn to align expectations and determine a shared view of the target service scope and quality between the service provider and the service consumer
Understand key transition, onboarding and offboarding activities
Know how to foster a service mindset: attitude, behaviour and culture
Have knowledge of the methods to track and measure service value: outcome, risk, cost and resources
The course is divided into various modules to explain the key concepts in a structured manner.
Module 1 – The customer journey – Introduction
Mapping, designing, measuring and improving the Customer Journey
Module 2 - The customer journey – Step 1: Explore
Understanding service consumers, service providers and targeting markets
Module 3 - The customer journey – Step 2: Engage
Service relationship types
Building service relationships
Analyzing customer needs
Managing suppliers and partners
Module 4 - The customer journey – Step 3: Offer
Managing demand and opportunities
Designing service offerings and user experience
Selling and obtaining service offerings
Module 5 - The customer journey – Step 4: Agree
Aligning expectations and agreeing services
Agreeing and planning value co-creation
Negotiating and agreeing a service
Module 6 - The customer journey – Step 5: Onboard
ITIL management practices
Providing user engagement and delivery channels
Enabling users for service
Module 7 - The customer journey – Step 6: Co-Create
Ongoing service interactions
Nurturing user communities
Module 8 - The customer journey – Step 7: Realize
Measuring and tracking service value
Value capturing and customer journey improvement
Assessing and reporting value realization
Evaluating value realization and improving customer journeys
With the help of ITIL® 4 concepts and terminology, activities, exercises, examples and the case study included in the course, you will acquire relevant knowledge to pass the ITIL® 4 Specialist: Drive Stakeholder Value certification exam.
Please note that participants need to foresee at least 1.5 hours study time every evening.
Who Should Attend?
Our ITIL® 4: Drive Stakeholder Value course is designed for individuals and organizations engaged in service relationships, including product and service provision, consumption and relationship management. These are the people and organizations that are either involved in organizing the customer journey or taking part in it.
Relationship Managers; Customer/User Experience (CX/UX) Managers; Account Managers; Service Delivery Managers; Service Desk Managers; Enterprise Architects; Service and Solution Architects; Business Analysts; Product Owners and Digital Product Managers; Project & Portfolio Managers; Supplier Relationship Managers;
To attend the ITIL® 4: Drive Stakeholder Value, the learner is expected to be familiar with ITIL 4
Foundation, where the fundamental service management concepts of ITIL 4 are introduced. Participants must hold the ITIL 4 Foundation certificate to take the ITIL4 DSV exam.
Participants will need to provide B2B Learning with a copy of their certificate upon registration to be admitted into this course. If you need to take your ITIL 4 Foundation exam, you can either attend our ITIL 4 Foundation classroom course or eLearning module, or book your exam only online if you prefer self-study.
Accredited training for the ITIL Managing Professional modules is mandatory to enable full understanding of the core material.
About the certification
Multiple-choice format (1 mark per question)
Pass grade: 70%
Duration: 90 minutes + 25% extra time for non-native English speakers
The exam is scheduled at the end of the 3rd training day in the classroom, or the participants can take the online exam later online and proctor-based. Candidates need to foresee ± 1.5 hour study time every evening to prepare the questions.