As vital as IT is, it doesn’t exist in a vacuum. Successful IT managers must be able to assess interactions with users, suppliers, partners, and customers in order to learn how services can be fully optimized. The ITIL DSV module offers a number of tools and techniques for stakeholder value optimization, with a particular focus on customer and user experiences, as well as journey mapping. Kick start your ITIL 4 training today! This course is taught in English

Who is this course aimed at?

• Organizations hoping to adopt ITIL 4 DSV’s best practices
• ITIL practitioners looking to expand their knowledge of the ITIL 4 methodology
• ITIL 4 students hoping to become certified 'ITIL Masters'
• IT managers in charge of overseeing relationships between IT teams and stakeholders, as well as customers and clients
• ITIL 4 students looking to complete the ITIL 4 Specialist branch of modules

What will you learn by taking this course?

• Service level agreement (SLA) design
• Multiple-supplier management, communication management, and relationship management
• How to design customer and user experiences (CX and UX) and customer journey mapping
• How to drive stakeholder value, one of the most central aspects of creating, maintaining and improving IT-enabled products and services
• Everything needed to pass the official ITIL 4 DSV exam

Why should you take this course?

• Good e-Learning was independently certified as a 'Market Leader' for ITIL training by Course Conductor
• The course offers knowledge checks as well as a practice exam simulator to help students prepare for the ITIL DSV examination
• Passing all of the ITIL 4 Specialist exams is a requirement for reaching the rank of ‘ITIL Master’
• The course features expert tutor support, as well as interactive slides, instructor-led audio, and other online training assets created alongside highly experienced ITIL practitioners
• We offer each student a FREE exam voucher
• This course is fully accredited by PeopleCert on behalf of AXELOS

 

Syllabus of the course:

An Introduction to ITIL 4 Specialist: DSV

Module 1: Global Best Practice

Module 2: The Customer Journey

Module 3: Explore

Module 4: Engage

Module 5: Offer

Module 6: Agree

Module 7: Onboard

Module 8: Co-create

Module 9: Realise

Module 10: 2x Practice Exam Simulators

Module 11: Course Wrap-Up

 

Exam

This course is designed to prepare students to sit and pass the ITIL Specialist: Drive Stakeholder Value examination. In order to sit the exam, students must satisfy of the following criteria:

ITIL® 4 Foundation – Click here to access the ITIL® 4 Foundation eLearning 

You will be tested on:

• How to target markets and stakeholders
• How to foster stakeholder relationships
• How to shape demand and define service offerings
• How to align expectations and agree 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 realise and validate service value

 

This course is delivered by Good e-learning is a course accredited by PeopleCert on behalf of AXELOS.  Oppia.fi promotes this course for Good e-Learning.