The ITIL® 4 Specialist: Drive Stakeholder Value (DSV) module is an advanced course within the ITIL 4 framework. It provides IT professionals with the tools and insights necessary to engage and collaborate effectively with stakeholders, ultimately driving value and enhancing customer satisfaction. This module is ideal for individuals in roles that involve customer relationship management, sales, and business development, equipping them with the skills needed to understand and meet customer expectations, influence demand, and deliver value through a customer-focused approach.
Course Features of ITIL® 4 Specialist: Drive Stakeholder Value Training
Emphasis on Stakeholder Engagement:
The ITIL® 4 Specialist: Drive Stakeholder Value (DSV) module is deeply focused on effective stakeholder engagement. It teaches participants how to identify, analyze, and engage with stakeholders to fully understand their needs and expectations. This fosters the development of strong, collaborative relationships that are essential for co-creating value.
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Customer-Centric Service Delivery:
This module emphasizes a customer-centric approach to service delivery. Participants learn how to map the customer journey, assess and enhance customer experiences, and shape customer demand. This approach ensures that organizations align their services with customer expectations, ultimately leading to higher levels of customer satisfaction.
Comprehensive Relationship Management:
The DSV module covers all aspects of service relationships, including strategic partnerships and supplier management. It equips professionals with the skills necessary to build and maintain strong relationships with both customers and stakeholders, fostering mutual trust and effective collaboration.
Focus on Value Co-Creation:
A key component of the ITIL® 4 Specialist: Drive Stakeholder Value module is the concept of value co-creation. This involves the active participation of customers and stakeholders in the creation and delivery of value. Participants learn how to engage stakeholders in these activities, ensuring that the services provided meet their needs and deliver tangible benefits.
Enhanced Communication and Collaboration:
Effective communication and collaboration are central to the DSV module. It empowers participants with the skills to manage stakeholder expectations, build trust, and promote a culture of collaboration across the organization. This improved alignment and coordination are critical for delivering consistent value to customers.
Practical, Real-World Application:
The DSV module is designed to be highly practical, with a focus on real-world scenarios. Participants gain the knowledge and skills necessary to apply the concepts and practices learned to their own organizations, leading to measurable improvements in stakeholder engagement and value delivery.
Certification:
Upon successful completion of the DSV module, participants receive the ITIL® 4 Specialist: Drive Stakeholder Value certification. This certification validates their expertise in stakeholder engagement, value co-creation, and customer-centric service delivery, enhancing their professional credibility.
Learning Objectives of ITIL® 4 Specialist: Drive Stakeholder Value (DSV)
The ITIL® 4 Specialist: Drive Stakeholder Value (DSV) module is designed to equip professionals with the skills needed to effectively engage stakeholders, shape customer demand, and deliver value-driven services. The primary learning objectives include:
- Understanding the Scope and Objectives of DSV:
Gain a comprehensive understanding of the module’s purpose, covering key concepts, principles, and practices related to stakeholder engagement, customer journey mapping, service relationships, and customer experience management. - Stakeholder Identification and Analysis:
Learn techniques for identifying and analyzing stakeholders in IT service management, understanding their requirements and expectations, and effectively communicating and engaging with them. - Customer Journey Mapping:
Explore the different stages of the customer journey, learning how to map and analyze it to identify touchpoints, pain points, and areas for improvement. Understand how to align service delivery with the customer’s journey to enhance satisfaction. - Demand Management and Shaping:
Understand the principles of demand management, including how to analyze and influence customer demand, align services with customer needs, and develop strategies to meet customer expectations. - Service Relationships and Collaboration:
Develop a deep understanding of managing service relationships with customers, suppliers, and other stakeholders. Learn how to establish and maintain productive relationships that facilitate value creation and collaboration. - Customer Experience Management:
Recognize the importance of customer experience in service delivery. Learn how to measure and monitor customer experience, gather feedback, and implement initiatives to improve customer satisfaction and loyalty. - Service Level Agreements (SLAs) and Service Catalogs:
Explore the role of SLAs and service catalogs in defining and managing customer expectations. Learn how to create and negotiate SLAs, define service offerings, and align them with customer requirements. - Communication and Influencing Skills:
Develop strong communication and influencing skills to effectively engage stakeholders, manage expectations, and drive value co-creation. Understand the importance of communication channels, methods, and techniques in fostering collaboration and building trust. - Measurement and Metrics:
Gain insight into the measurement and metrics associated with stakeholder engagement, customer experience, and service value. Learn how to define meaningful metrics, establish measurement frameworks, and use data to drive decision-making and continuous improvement. - Exam Preparation:
The module is designed to prepare participants for the ITIL® 4 Specialist: Drive Stakeholder Value (DSV) exam. The learning objectives are closely aligned with the exam requirements, ensuring that participants are well-prepared to achieve certification.
Target Audience for ITIL® 4 Specialist: Drive Stakeholder Value (DSV)
The ITIL® 4 Specialist: Drive Stakeholder Value (DSV) module is tailored for IT professionals involved in strategic planning, governance, risk management, and continuous improvement within an IT service organization. The course is particularly beneficial for:
- Customer Relationship Managers
- Service Delivery Managers
- Service Desk Managers
- IT Relationship Managers
- IT Consultants
This module is ideal for those looking to enhance their ability to manage and engage stakeholders effectively, drive value co-creation, and deliver services that align with customer needs and expectations.
