Drive Stakeholder Value

Drive Stakeholder Value

Course Overview

This publication aims to guide stakeholders, whether they are customers or service providers, through the principles and practices of co-creating value through services.

Everyone contributes to value co-creation, including employees from large and small organizations, contractors, and customers. It is important to remember that this guidance is not prescriptive: it will not all be applicable to everyone. This publication is a framework meant to be adopted and adapted for each individual situation.

The Drive Stakeholder Value guide is written 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.

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 course is made of 5 half-day modules. ITIL 4 Foundation is a pre-requisite. Prices include exams, digital course material and Take 2.

Course Syllabus

1.1 Understand the concept of the customer journey

1.2 Understand the ways of designing and improving customer journeys

2.1 Understand the characteristics of markets

2.2 Understand marketing activities and techniques

2.3 Know how to describe customer needs and internal and external factors that affect these

2.4 Know how to identify service providers and explain their value propositions

3.1 Understand the concepts of mutual readiness and maturity

3.2 Understand the different supplier and partner relationship types, and how these are managed

3.3 Know how to develop customer relationships

3.4 Know how to analyse customer needs

3.5 Know how to use communication and collaboration activities and techniques

3.6 Know how the relationship management practice can be applied to enable and contribute to fostering relationships

3.7 Know how the supplier management practice can be applied to enable and contribute to supplier and partner relationships management

4.1 Understand methods for designing digital service experiences based on value-driven, data-driven and user-centred service design

4.2 Understand approaches for selling and obtaining service offerings

4.3 Know how to capture, influence and manage demand and opportunities

4.4 Know how to collect, specify and prioritise requirements from a diverse range of stakeholders

4.5 Know how the business analysis practice can be applied to enable and contribute to requirement management and service design

5.1 Know how to plan for value co-creation

5.2 Know how to negotiate and agree service utility, warranty and experience

5.3 Know how the service level management practice can be applied to enable and contribute to service expectation management

6.1 Understand key transition, onboarding and offboarding activities

6.2 Understand the ways of relating with users and fostering user relationships

6.3 Understand how users are authorized and entitled to services

6.4 Understand different approaches to mutual elevation of customer, user and service provider capabilities

6.5 Know how to prepare onboarding and offboarding plans

6.6 Know how to develop user engagement and delivery channels

6.7 Know how the service catalogue management practice can be applied to enable and contribute to offering user services

6.8 Know how the service desk practice can be applied to enable and contribute to user engagement

7.1 Understand how users can request services

7.2 Understand methods for triaging of user requests

7.3 Understand the concept of user communities

7.4 Understand methods for encouraging and managing customer and user feedback

7.5 Know how to foster a service mindset

7.6 Know how to use different approaches to provision of user services

7.7 Know how to seize and deal with customer and user ‘moments of truth’

7.8 Know how the service request management practice can be applied to enable and contribute to service usage

8.1 Understand methods for measuring service usage and customer and user experience and satisfaction

8.2 Understand methods to track and monitor service value

8.3 Understand different types of reporting of service outcome and performance

8.4 Understand charging mechanisms

8.5 Know how to validate service value

8.6 Know how to evaluate and improve the customer journey

8.7 Know how the portfolio management practice can be applied to enable and contribute to service value realization

Virtual Courses

ALL of our courses can be delivered virtually! Our Bath public schedule courses are available as live virtual sessions, using the popular Zoom Virtual Classroom and remote labs. Delegates can test their access at: www.zoom.us/test

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On-Site Courses

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