ITIL® 4 Specialist: Drive Stakeholder Value Course Overview

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ITIL® 4 Specialist: Drive Stakeholder Value Course Outline

Module 1: Understand How Customer Journeys are Designed

  • Concept of the Customer Journey
    • Definition: Customer Journey
  • Relationships Between Value Streams and Customer Journeys
  • Customer Journey and Service Interaction
  • Concept of Customer Journey
    • Customer Experience
    • User Experience
  • Three Aspects of the Customer and User Experience
  • Purpose of Identifying, Understanding and Mastering the Customer Journey
  • Stages Involved in Designing an End-to-End Customer Journey and Experience
  • Stakeholder Aspirations
  • Touchpoints and Service Interactions
  • Mapping the Customer Journey
  • Personas and Scenarios
  • Customer Journey Maps
  • Example of a Customer Journey Map
  • Understanding the Customer Experience
  • Design Thinking
  • Marc Stickdorn’s Five Principles of Service Design Thinking
  • Design Thinking
  • Leveraging Behavioral Psychology
  • Design for Different Cultures
  • Measuring and Improving the Customer Journey

Module 2: How to Target Markets and Stakeholders?

  • Step 1: Explore
  • Understanding Service Consumers and Their Needs
  • Purpose of the Organization
  • The ‘Golden Circle’
  • External and Internal Factors
  • SWOT Analysis
  • Objectives and Opportunities
  • Risks and Mitigation
  • Understanding Service Providers and their Offers
  • Industry Standards and Reference Architectures
  • Characteristics of Markets
    • Understanding Markets
    • Market Segmentation
    • Characteristic-Based Market Segmentation
    • Needs-Based Market Segmentation
    • Identifying and Analyzing Service Consumers
  • Marketing Activities and Techniques
    • Targeting Markets
    • Value Propositions
    • Marketplace and the Marketspace
    • Personalizing and Profiling
    • Targeted Marketing
    • AIDA Model
    • Brand and Reputation
    • Sustainability and the Triple Bottom Line
    • Importance of Existing Customers

Module 3: How to Foster Stakeholder Relationships?

  • Step 2: Engage
  • Communicating
  • Cooperation and Collaboration
  • Listening Modes
  • Service Relationship Types
  • Basic Relationship
  • Cooperative Relationship
  • Partnership
  • Engaging and Fostering Relationships in Different Environments
  • Building Service Relationships
  • Service Relationship Ladder
  • 5 Steps of the Service Relationship Ladder
  • Creating an Environment that Allows Relational Patterns to Emerge
  • Initial Engagement Tools
  • Building and Sustaining Trust and Relationships
  • Trust and Relationship Factors
  • Three C’s Model Applied to a Service Relationship
  • Three C’s Model
  • How to Develop Customer Relationships?
    • Building of Trust and Relationships
    • Understanding Service Provider Capabilities
    • Understanding Customer Needs
    • Understanding Value Drivers
    • Value Drivers
    • Example of a Value Driver Framework
    • How Service, Services Interactions, Service Offerings, Products and Resources are Related
    • Assessing Mutual Readiness and Maturity
    • Types of Maturity Assessment in the Engage Step
    • Managing Suppliers and Partners
    • Relationship Management: Service Integrator Activities
    • Supplier Management Practice

Module 4: How to Shape Demand and Define Service Offerings?

  • Step 3: Offer
  • Managing Demand and Opportunities
  • Patterns of Business Activity
  • Optimizing Capacity
  • Capacity and Performance Management Practice
  • Shaping or Smoothing Demand
  • Pricing and Charging
  • Building the Customer Business Case
  • Building the Service Provider Business Case
  • How to Collect, Specify, and Priorities Requirements from a Diverse Range of Stakeholders?
    • Specifying and Managing Customer Requirements
    • Roles and Responsibilities
    • Managing Requirements
    • Minimum Viable Product – MVP
    • User Stories and Story Mapping
    • MoSCoW Method
    • Weighted Shortest Job First
  • Methods for Designing Digital Service Experiences Based on Value-Driven, Data-Driven, and User Centered Service Design
    • Designing Service Offerings and User Experience
    • Lean Thinking
    • Agile Product and Service Development
    • User-Centered Design and Service Design Thinking
    • Service Blueprinting
    • Design for Onboarding
  • Approaches for Selling and Obtaining Service Offerings
    • Selling and Obtaining Service Offerings
    • Pricing
    • Internal and External Sales
    • Business Analysis Management Practice

Module 5: How to Align Expectations and Agree Details of Services?

  • Step 4: Agree
  • Agreeing and Planning Value Co-Creation
  • Types of Service Value Drivers
  • Service Interaction Method
  • Inherent and Assigned Characteristics of Services
  • How to Negotiate and Agree Service Utility, Warranty, and Experience?
    • From Service Consumer Needs to Agreement
    • SLA Content and Structure
    • Service Level Management Practice
    • Negotiating and Agreeing Service Utility, Warranty, and Experience

Module 6: How to Onboard and Offboard Customers and Users?

  • Step 5: Onboarding
  • Purposes of Onboarding and Offboarding
  • Onboard
    • Planning Onboarding
    • Onboarding Goals
    • Onboarding Scope
    • Examples of Consumer Resources to Onboard
    • Onboarding Customer and Users: Onboarding Actions
    • Examples of Service Provider, Service Consumer, and Supplier/Partner Onboarding Actions
    • Onboarding Control
  • Ways of Relating with Users and Fostering User Relationships
    • Relating to Users and Fostering Relationships
    • Fostering Relationships with Corporate Users
    • Fostering Relationships with Individual Service Consumers
    • Providing User Engagement and Delivery Channels
    • Seamless User Journey with Omnichannel Management
    • Examples of Omnichannel Challenges that have to be Considered by Service Providers
    • Enabling Users for Services
    • Offboarding Customers and Users
    • Customer Offboarding
    • User Offboarding
    • Service Catalogue Management Practice
    • Service Desk Management Practice
  • Understand How Users Can Request Services
    • On-going Service Interactions
    • Service Requests
    • Service Desk Interactions
    • When Things Go Wrong
    • Moments of Truth
    • Intelligent Disobedience
    • Customer and User Feedback
    • Challenges and Solutions for Continual Customer and User Feedback          

Module 7: How to Act Together to Ensure Continual Value Co-Creation?

  • Step 6: Co-Create
  • Fostering a Service Mindset
  • Service Mindset for Service Provision
  • Methods for Triaging of User Requests
  • Concept of User Communities
    • Nurturing User Communities
    • Super-Users
    • Service Requests

Module 8: How to Realize and Validate Service Value?

  • Step 7: Realize
  • Realizing Service Value in Different Settings
  • Tracking, Assessing, and Evaluating Value Realization in Different Types of Service Relationships
  • Methods to Track and Monitor Service Value
    • Tracking Value Realization
    • Tracking Performance, Output, and Outcome
    • Tracking Experience and Satisfaction
    • Tracking Service Usage
    • Assessing and Reporting Value Realization
    • Evaluating Value Realization and Improving Customer Journeys
    • Evaluation and Verification
    • Continual Improvement
    • Tracking, Assessing, and Evaluating Outcomes
  • Charging Mechanisms
    • Charging and Billing
    • Portfolio Management
    • Drive Stakeholder Value – Conclusion
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Who should attend this ITIL® 4 Specialist: Drive Stakeholder Value DSV Training Course?

This ITIL® 4 Specialist: Drive Stakeholder Value Training Course in Mumbai is designed for anyone who wants to learn how to improve the way their organization delivers value to its stakeholders. This certification course is especially beneficial for these professionals:

  • Customer Service Managers
  • IT Service Managers
  • Project Managers
  • Product Managers
  • Business Relationship Managers
  • Marketing and Outreach Teams in IT
  • Business Analysts

Prerequisites of the ITIL® 4 Specialist: Drive Stakeholder Value DSV Training Course

The most important prerequisite of this ITIL® 4 Training Course is holding an ITIL® 4 Foundation Certificate in IT Service Management.

ITIL® 4 Specialist: Drive Stakeholder Value Course Overview

The ITIL® 4 Specialist: Drive Stakeholder Value Course in Mumbai is a dynamic and intensive training designed to equip individuals and professionals with the knowledge and skills to drive stakeholder value within an organization. ITIL® (Information Technology Infrastructure Library) is a globally recognized framework for IT service management that emphasizes delivering value to stakeholders.

Understanding stakeholder value is crucial for individuals and professionals in Mumbai working in IT service management, project management, and business relationship management. IT service managers, business analysts, service desk managers, and individuals involved in service design and delivery should aim to master this subject to ensure that IT services meet the needs and expectations of stakeholders.

This intensive 2-day ITIL® 4 Specialist: Drive Stakeholder Value Course in Mumbai, offered by The Knowledge Academy, covers the key concepts of ITIL® 4, with a focus on driving stakeholder value. It includes practical exercises, case studies, and real-world scenarios to enable delegates to apply ITIL® 4 principles in their professional roles effectively.

ITIL® 4 Specialist: Drive Stakeholder Value Course Objectives

  • To understand the principles and concepts of ITIL® 4, with a focus on driving stakeholder value
  • To learn how to identify, engage, and manage stakeholders effectively
  • To develop skills in shaping service experiences and ensuring value co-creation
  • To apply ITIL® 4 principles to enhance stakeholder satisfaction and business outcomes
  • To improve stakeholder management practices and contribute to service excellence

Upon completing the ITIL® 4 Specialist: Drive Stakeholder Value Course in Mumbai, delegates will benefit from enhanced knowledge and practical skills in stakeholder management and value co-creation. They will be well-equipped to identify, engage, and manage stakeholders effectively, ensuring that IT services align with business objectives and deliver value to stakeholders.

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What’s included in this ITIL® 4 Specialist: Drive Stakeholder Value DSV Certification Course?

  • ITIL® 4 Specialist: Drive Stakeholder Value Examination
  • World-Class Training Sessions from Experienced Instructors
  • ITIL® 4 Specialist: Drive Stakeholder Value Certificate
  • Digital Delegate Pack
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Official PeopleCert ITIL® 4 Specialist: Drive Stakeholder Value (DSV) Exam Information

The ITIL® 4 Specialist: Drive Stakeholder Value module is for IT professionals who foster relationships with stakeholders to co-create value. Drive Stakeholder Value benefits anyone who manages customer journeys, experiences, or expectations. 

  • Question Type: Multiple Choice 
  • Total Questions: 40  
  • Total Marks: 40 Marks  
  • Pass Mark: 70%, or 28/40 Marks 
  • Duration: 90 Minutes 
  • Open Book/ Closed Book: Closed Book
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Looking for ITIL® 4 Specialist: Drive Stakeholder Value Course in-house or onsite training in Mumbai? We specialise in corporate group training and bulk bookings for organisations of all sizes in Mumbai. Our trainers deliver tailored sessions at your premises, online, or hybrid, with best price guarantee, group discounts and flexible scheduling to train your team.

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Mumbai is situated within the West Coast of India, as well as it being the capital of Maharashtra, it plays an important part within the global economics system. Bombay as the city was previously known as, up until 1995 is also known as an alpha world city and has the largest number of millionaires and billionaires across India, with it therefor being noted as the wealthiest city in India. Mumbai is home to around 18.4 million people and is regarded as the second largest metropolitan population within India as of the record in 2011 with 20.7 million people. Schools and Colleges within Mumbai can be found within the city as well as the suburbs and are either run privately, by the government or the Brihanmumbai Municipal Corporation. Secondary schools are operated by the MCGM primary education system to which it is schooling around 485,531 students in 1,188 primary schools and around 55,576 students in 49 secondary schools within eight different languages these being English, Hindi, Urdu, Kannada, Marathi, Tamil, Gujarati and Telugu. Colleges offer students opportunities to participate within Junior college level, undergraduate level, BCom, BSc and BA courses. As stated by the 10+2+3/4 plan students complete ten years at school to then go on to a junior college and study either science, commerce or arts and they complete that over a two year period. University courses at a degree level are offered in a wide range of different subjects such as engineering, law, media, applied arts and architecture, management, dental, pharmacy as well as Commerce and Science. There are a few universities and colleges within Mumbai and these are the University Institute of Chemical Technology, Indian Institute of Technology (Bombay), SNDT Women’s University, Government Law college, Veermata Jijabai Technological Institute, Narsee Monejee Institute of Management Studies, Sir J. J. School of Art which is the oldest art institution within Mumbai along the Thadomal Shahani Engineering College which is also the oldest private engineering college and the first of its kind to join up with the University of Mumbai to be able to give students the chance to learn about the biomedical engineering, computer engineering, biotechnology and information technology. The University of Mumbai is regarded to be one of the premier universities within India with achievements such as being placed within the top 50 engineering schools of the world ranking at 41 by the American Business Insider within 2013 as well as excelling as the 3rd best multi-disciplinary university within the QS university rankings within India.   

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Experience the most sought-after learning style with The Knowledge Academy's ITIL® 4 Specialist: Drive Stakeholder Value Course Course. Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led ITIL® 4 Specialist: Drive Stakeholder Value Course sessions.

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Package deals for ITIL® 4 Specialist: Drive Stakeholder Value Course in Mumbai

Our training experts have compiled a range of course packages on a variety of categories in ITIL® 4 Specialist: Drive Stakeholder Value Course, to boost your career. The packages consist of the best possible qualifications with ITIL® 4 Specialist: Drive Stakeholder Value Course, and allows you to purchase multiple courses at a discounted rate.

ITIL 4 Specialist: Drive Stakeholder Value Training in Mumbai FAQs

What is ITIL®4 Specialist Drive Stakeholder Value?

ITIL 4 Specialist Drive Stakeholder Value is a certification course focusing on enhancing stakeholder relationships and value co-creation within service management practices.

What are the benefits of taking this ITIL®4 Specialist Drive Stakeholder Value Course?

The ITIL®4 Specialist Drive Stakeholder Value Course enhances understanding of stakeholder engagement, service relationships, and value co-creation, fostering better alignment between IT services and business objectives.

Are there any prerequisites for this ITIL®4 Specialist Drive Stakeholder Value Course?

The most important prerequisite of this ITIL® 4 Training Course is holding an ITIL® 4 Foundation Certificate in IT Service Management.

Who should attend this ITIL 4 Specialist Drive Stakeholder Value Training?

This ITIL®4 Specialist Drive Stakeholder Value Course is ideal for IT professionals, service managers, and business leaders aiming to enhance stakeholder management capabilities.

What is the duration of this ITIL®4 Specialist Drive Stakeholder Value Training?

This ITIL 4 Specialist Drive Stakeholder Value Course is a 2-day training course during which delegates participate in intensive learning sessions that cover various course topics.

What are the career opportunities after completing this ITIL®4 Specialist Drive Stakeholder Value Training Course?

After completing the ITIL 4 Specialist Drive Stakeholder Value Training Course, career opportunities include IT service manager, service delivery manager, and stakeholder engagement specialist within organizations.

Why choose The Knowledge Academy in Mumbai over others?

The Knowledge Academy in Mumbai stands out as a prestigious training provider known for its extensive course offerings, expert instructors, adaptable learning formats, and industry recognition. It's a dependable option for those seeking this ITIL®4 Specialist Drive Stakeholder Value Course.

What is the cost/training fees for ITIL® 4 Specialist: Drive Stakeholder Value Course in Mumbai?

The training fees for ITIL® 4 Specialist: Drive Stakeholder Value Course in Mumbai starts from INR64995

Which is the best training institute/provider of ITIL® 4 Specialist: Drive Stakeholder Value Course in Mumbai?

The Knowledge Academy is one of the Leading global training provider for ITIL® 4 Specialist: Drive Stakeholder Value Course.

What are the best ITIL® Certification Training courses in Mumbai?

Please see our ITIL® Certification Training courses available in Mumbai

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