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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

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Who should attend this ITIL 4 Training Course?

The course is designed for practitioners involved in managing and integrating stakeholders.

Prerequisites

To attend, you must hold ITIL 4 Foundation certification.

ITIL 4 Specialist: Drive Stakeholder Value Course Overview

This course makes up one of the modules which go together to form the ITIL 4 Managing Professional stream. The 2 days of training covers all types of engagement and interaction which occurs between a service provider and their customers, users, suppliers and partners. The ITIL 4 Specialist: Drive Stakeholder Value exam is included.

Key topics covered include SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more, all with the goal of increasing stakeholder satisfaction.

ITIL 4 Specialist Drive Stakeholder Value is targeted towards ITSM practitioners responsible for managing and integrating stakeholders, especially those focusing on customer journey and experience, and fostering relationships with partners and suppliers.

ITIL 4 Foundation certification is a prerequisite to attend.

Further details of this course will be added once released at the end of February.

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What's Included?

  • Delegate pack consisting of course notes and exercises
  • Experienced Instructor
  • ITIL 4 Specialist: Drive Stakeholder Value Exam
  • Refreshments

 

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Why choose us

Ways to take this course

Our easy to use Virtual platform allows you to sit the course from home with a live instructor. You will follow the same schedule as the classroom course, and will be able to interact with the trainer and other delegates.

Our fully interactive online training platform is compatible across all devices and can be accessed from anywhere, at any time. All our online courses come with a standard 90 days access that can be extended upon request. Our expert trainers are constantly on hand to help you with any questions which may arise.

This is our most popular style of learning. We run courses in 1200 locations, across 200 countries in one of our hand-picked training venues, providing the all important ‘human touch’ which may be missed in other learning styles.

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Highly experienced trainers

All our trainers are highly qualified, have 10+ years of real-world experience and will provide you with an engaging learning experience.

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State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible

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Small class sizes

We limit our class sizes to promote better discussion and ensuring everyone has a personalized experience

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Great value for money

Get more bang for your buck! If you find your chosen course cheaper elsewhere, we’ll match it!

This is the same great training as our classroom learning but carried out at your own business premises. This is the perfect option for larger scale training requirements and means less time away from the office.

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Tailored learning experience

Our courses can be adapted to meet your individual project or business requirements regardless of scope.

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Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.

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Team building opportunity

This gives your team a great opportunity to come together, bond, and discuss, which you may not get in a standard classroom setting.

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Monitor employees progress

Keep track of your employees’ progression and performance in your own workspace.

What our customers are saying

Frequently asked questions

FAQ's

Please arrive at the venue at 8:45am.
To attend, you must hold ITIL 4 Foundation certification.
The course is designed for practitioners involved in managing and integrating stakeholders.
We are able to provide support via phone & email prior to attending, during and after the course.
Delegate pack consisting of course notes and exercises, Exam, Experienced Instructor, and Refreshments
This course is 2 days.
Once your booking has been placed and confirmed, you will receive an email which contains your course location, course overview, pre-course reading material (if required), course agenda and payment receipts
The price for ITIL® 4 Specialist: Drive Stakeholder Value DSV certification in Australia starts from AUD2695
The Knowledge Academy is the Leading global training provider in the world for ITIL® 4 Specialist: Drive Stakeholder Value DSV.
Please see our ITIL® Training courses available in Australia

Why choose us

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Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.

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Trusted & Approved

Our ITIL® courses are accredited by PeopleCert on behalf of AXELOS.

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Many delivery methods

Flexible delivery methods are available depending on your learning style.

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High quality resources

Resources are included for a comprehensive learning experience.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

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"...the trainer for this course was excellent. I would definitely recommend (and already have) this course to others."

Diane Gray, Shell

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Complete ITIL® 4 Managing Professional (MP) Certification Path

Save 27%
5 courses
Included courses:

ITIL® 4 FoundationAUD1295

ITIL® 4 Specialist: Create Deliver and Support CDSAUD2709

ITIL® 4 Specialist: Drive Stakeholder Value DSVAUD2709

ITIL® 4 Specialist: High Velocity IT TrainingAUD1495

ITIL® 4 Strategist: Direct, Plan and Improve DPIAUD2709

Total without package:  AUD10917

Package price:  AUD7995 (Save AUD2922)