The ITIL 4 Drive Stakeholder Value (DSV) qualification is intended to provide 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.
The ITIL 4 Drive Stakeholder Value examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of ITIL 4 to all types of engagement and interaction between a service provider and their customers, users, suppliers and partners. The ITIL 4 Drive Stakeholder Value qualification is one of the pre-requisites for the designation of ITIL 4 Managing Professional which assesses the candidates practical and technical knowledge about how to run successful, modern, IT-enabled services, teams and workflows.
Virtually, this course is scheduled over 4 days for five hours each day. Drive Stakeholder Value is aimed at IT Service Management (ITSM) practitioners responsible for managing and integrating stakeholders, those that focus on customer journey and experience, and those that are responsible for fostering relationships with partners and suppliers. This course covers all types of engagement and interaction between a service provider and its customers, users, suppliers, and partners.
- The conversion of demand into value via IT enabled services
- Key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design and customer journey mapping
- Tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape
Prerequisite: ITIL 4 Foundation