ITIL® 4 Drive Stakeholder Value (DSV)

Accredited ITIL® 4 Specialist course.

Course length: 3 days, official certification exam included in price.

Date, registration: see course page

Pre-requisite: Passing ITIL 4 Foundation examination

Target group:
 individuals continuing their journey in service management
 ITSM managers and aspiring ITSM managers
 ITSM practitioners who are responsible for managing and
integrating stakeholders, focus on the customer journey and experience, and/or are responsible for fostering
relationships with partners and suppliers
 existing ITIL qualification holders wishing to develop their knowledge.

Learning outcomes:
 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

Course program:
 Concept of the customer journey
 Characteristics of markets, marketing activities and techniques
 Customer needs and internal and external factors that affect these
 Identify service providers and explain their value propositions, mutual
readiness and maturity
 Supplier and partner relationship types, customer relationships, customer needs,
communication and collaboration activities and techniques
 Relationship management practice
 Supplier management practice
 Methods for designing digital service experiences based on value driven, data driven and user centred service
design, selling and obtaining service offerings, influence and manage demand and opportunities,
requirements from a diverse range of stakeholders
 Business analysis practice
 Value co-creation, Service utility, warranty and experience
 Service level management practice
 Transition, onboarding and offboarding activities
 Fostering user relationships
 Approaches to mutual elevation of customer, user and service provider capabilities
 Onboarding and offboarding plans, user engagement and delivery channels
 Service Catalogue management practice
 Service Desk practice and user engagement
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Q4IT s.r.o. VAT: CZ29304831 www.q4it.eu

Výstaviště 405/1 tel: +420 541 159 597 www.itqualityindex.com
603 00 Brno, CZE email: info@q4it.eu www.itsdfi.com
  Users’ requests services, triaging of user requests, concept of user communities
 Encouraging and managing customer and user feedback, service mindset (attitude, behaviour and culture)
 ‘moments of truth’
 Service request management practice
 Methods for measuring service usage and customer and user experience and satisfaction
 Methods to track and monitor service value (outcome, risk, cost and resources)
 Different types of reporting of service outcome and performance
 Charging mechanisms, service value realization, evaluate and improve the customer journey
 Portfolio management practice

Additional information:
 Course material is in English to keep the precise meaning of terms and definitions
 Course participants are provided with hot/cold drinks, lunch, snacks
 Individual and group assignments are part of the course to actively involve course participants
 The course is led by an accredited, experienced ITIL trainer with many years of practical experience.

Q4IT s.r.o. je akreditované školící středisko ITIL, nejde o předprodej kurzů jiných společností

Q4IT s.r.o. VAT: CZ29304831 www.q4it.eu

Výstaviště 405/1 tel: +420 541 159 597 www.itqualityindex.com
603 00 Brno, CZE email: info@q4it.eu www.itsdfi.com