ITIL® 4- Drive Stakeholder Value (DSV)

ITIL® 4 Specialist – Drive Stakeholder Value (DSV) certification is a free-standing qualification, but is also one of the four module that needed to achieve Managing professional (MP) designation.

Course Duration : 18 Hours of study (3 or 4days), CPD / PDU: 18

 

Overview

The course provides 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

At the end of the course, the delegates will gain competencies in:

  • 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

For detailed learning outcome please download the course catalogue

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