ITIL® 4 Specialist: Drive Stakeholder Value DSV - Australia

ITIL 4 Specialist: Drive Stakeholder Value Course Outline

The syllabus of the ITIL 4 Specialist Drive Stakeholder Value (DSV) certificate training courseware consists of:

Understand How Customer Journeys are Designed?

• Understand the Concept of the Customer Journey
• Understand the Ways of Designing and Improving Customer Journeys

Know How to Target Markets and Stakeholders

• Understand The Characteristics of Markets
• Understand Marketing Activities and Techniques
• Know How to Describe Customer Needs and Internal and External Factors That Affect These
• Know How to Identify Service Providers and Explain Their Value Propositions

Know How to Foster Stakeholder Relationships

• Understand the Concepts of Mutual Readiness and Maturity
• Understand The Different Supplier and Partner Relationship Types, and How These Are Managed
• Know How to Develop Customer Relationships
• Know How to Analyse Customer Needs
• Know How to Use Communication and Collaboration Activities and Techniques
• Know How the Relationship Management Practice can be Applied to Enable and Contribute to Fostering Relationships
• Know How the Supplier Management Practice can be Applied to Enable and Contribute to Supplier and Partner Relationships Management

Know How to Shape Demand and Define Service Offerings

• Understand Methods for Designing Digital Service Experiences Based on Value-Driven, Data-Driven and User-Centred Service Design
• Understand Approaches for Selling and Obtaining Service Offerings
• Know How to Capture, Influence and Manage Demand and Opportunities?
• Know How to Collect, Specify and Prioritise Requirements from a Diverse Range of Stakeholders?
• Know How the Business Analysis Practice can be Applied to Enable and Contribute to Requirement Management and Service Design?

Know How to Align Expectations and Agree Details of Services

• Know How to Plan for Value Co-Creation?
• Know How to Negotiate and Agree Service Utility, Warranty and Experience?
• Know How the Service Level Management Practice can be Applied to Enable and Contribute to Service Expectation Management?

Know How to Onboard and Off-Board Customers and Users

• Understand Key Transition, On-Boarding and Off-Boarding Activities
• Understand the Ways of Relating with Users and Fostering User Relationships
• Understand How Users are Authorised and Entitled to Services?
• Understand Different Approaches to Mutual Elevation of Customer, User and Service Provider Capabilities
• Know How to Prepare On-Boarding and Off-Boarding Plans
• Know How to Develop User Engagement and Delivery Channels?
• Know How the Service Catalogue Management Practice can be Applied to Enable and Contribute to Offering User Services?
• Know How the Service Desk Practice can be Applied to Enable and Contribute to User Engagement?

Know How to Act Together to Ensure Continual Value Co-Creation (Service Consumption / Provisioning)

• Understand How Users can Request Services?
• Understand Methods for Triaging of User Requests
• Understand the Concept of User Communities
• Understand Methods for Encouraging and Managing Customer and User Feedback
• Know How to Foster a Service Mindset (Attitude, Behaviour and Culture)
• Know How to Use Different Approaches to Provision of User Services
• Know How to Seize and Deal with Customer and User ‘Moments of Truth’
• Know How the Service Request Management Practice Can Be Applied to Enable and Contribute to Service Usage

Know How to Realise and Validate Service Value

• Understand Methods for Measuring Service Usage and Customer and User Experience and Satisfaction
• Understand Methods to Track and Monitor Service Value (Outcome, Risk, Cost and Resources)
• Understand Different Types of Reporting of Service Outcome and Performance
• Understand Charging Mechanisms
• Know How to Validate Service Value
• Know How to Evaluate and Improve the Customer Journey
• Know How the Portfolio Management Practice Can Be Applied to Enable and Contribute to Service Value Realisation