ITIL ® 4 Specialist Drive Stakeholder Value (DSV) Training

  • Overview
  • Course Content
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We, at Multisoft Systems, are actively engaged in providing the ITIL® 4 Specialist: Drive Stakeholder Value (DSV) Training to give necessary skills required to understand customer journeys, target markets, and stakeholders. We will cover the topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, and customer journey mapping. Throughout this course, you will get acquainted with the tools required to understand the customer journey and increase stakeholder satisfaction.

Ideal for Software Engineers/Developers, Solution Architects, Service Delivery Managers, Infrastructure Engineers, and Deployment Managers, this hands-on course prepares the IT professionals to interact with their stakeholders and improve the user experience across a much wider framework. Our trainers have designed the course modules to push the career graphs of digitally experienced candidates. Get ready to deliver exceptional value by facilitating effective stakeholder management and focusing on the conversion of demand into tangible benefits through IT-enabled services!

ITIL® 4 DSV Course Objective
  • How to understand customer journeys?
  • How to target markets and stakeholders?
  • How to shape demand and define service offerings?
  • How to align expectations and agree to details of services?
  • How to onboard and offboard customers and users?
  • How to act together to ensure continual value co-creation (service consumption/provisioning)
  • How to foster stakeholder relationships?
  • How to realize and validate service value?
ITIL® 4 DSV Online Training
  • Recorded Videos After Training
  • Digital Learning Material
  • Course Completion Certificate
  • 24x7 After Training Support
ITIL® 4 DSV Target Audience
  • Systems Engineer
  • Service Delivery Manager
  • Infrastructure Engineer
  • IT Service Management Professional
  • Release and Deployment Manager
  • DevOps Manager/Specialist
  • Software Engineer/Developer
  • Solution Architect
ITIL® 4 DSV Course Prerequisites
  • You have to passed the ITIL 4 Foundation examination You have attended an accredited training course in this field
ITIL® 4 DSV Course Certification
  • Multisoft Systems will provide you with a training completion certificate after completing the ITIL® 4 Specialist: Drive Stakeholder Value (DSV) Training.

ITIL® 4 DSV Course Content

Module 1: Customer Journey

  • Purpose of the Module
  • Purpose of Mastering the Customer Journey
  • Touchpoints and Service Interactions
  • Module Topics
  • Mapping the Customer Journey
  • Designing the Customer Journey
  • Measuring and Improving the Customer Journey

Module 2: Customer Journey Step 1: Explore

  • Purpose of the Module
  • Purpose of the Explore Step
  • Module Topics
  • Understanding Service Consumers
  • Understanding Service Providers
  • Understanding and Targeting Markets

Module 3: Customer Journey Step 2: Engage

  • Purpose of the Module
  • Purpose of the Engage Step
  • Aspects of Service Value
  • Module Topics
  • Service Relationship Types
  • Building Service Relationships
  • Building and Sustaining Trust and Relationships
  • Analyzing Customer Needs
  • Managing Suppliers and Partners

Module 4: Customer Journey Step 3: Offer

  • Purpose of the Module
  • Purpose of Shaping Demand and Service Offerings
  • Module Topics
  • Managing Demand and Opportunities
  • Specifying and Managing Customer Requirements
  • Designing Service Offerings and User Experience
  • Selling and Obtaining Service Offerings

Module 5: Customer Journey Step 4: Agree

  • Purpose of the Module
  • Purpose of Aligning Expectations and Agreeing Services
  • Module Topics
  • Agreeing and Planning Value Co-Creation
  • Negotiating and Agreeing on a Service

Module 6: Customer Journey Step 5: Onboard

  • Purpose of the Module
  • Purpose of Onboarding and Offboarding
  • ITIL Management Practices
  • Module Topics
  • Planning Onboarding
  • Fostering Relationships with Users
  • Providing User Engagement and Delivery Channels
  • Enabling Users for Service
  • Elevating Mutual Capabilities
  • Offboarding

Module 7: Customer Journey Step 6: Co-create

  • Purpose of the Module
  • Purpose of Service Provision and Consumption
  • Module Topics
  • Service Mindset
  • Ongoing Service Interactions
  • Nurturing User Communities

Module 8: Customer Journey Step 7: Realize

  • Purpose of the Module
  • Measuring Service Value
  • Purpose of Value Capturing and Customer Journey Improvement
  • Realizing Service Value in Different Settings
  • Module Topics
  • Tracking Value Realization
  • Assessing and Reporting Value Realization
  • Evaluating Value Realization and Improving Customer Journeys
  • Realizing Value for the Service Provider

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