PeopleCert

ITIL® 4: Specialist Drive Stakeholder Value

Comprehensive preparatory course to help you excel in the ITIL certification exam.

(ITIL4-SDSV.AN1) / ISBN : 978-1-64459-258-8
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About This Course

Fast-track your ITIL® 4: Specialist Drive Stakeholder Value certification journey with this course that teaches you the art of delivering exceptional customer value. The comprehensive course content is totally aligned with the ITIL 4 DSV exam objectives and aims to help you pass the exam on your first attempt. Gain the knowledge and skills needed to effectively engage with stakeholders throughout the ITIL service value system. Learn how to understand their needs, build strong relationships, and co-create services that deliver excellent results.

Skills You’ll Get

  • Ability of manage stakeholder, understand their needs, expectations, and interests
  • Resolve conflicts, build and maintain strong relationships with stakeholders
  • Communicate with stakeholders at all levels
  • Identify touchpoints and interactions between the service provider and the service consumer
  • Mapping customer journey to identify areas for improvement
  • Design and implement customer-centric service experiences
  • Foster alignment between service design and service value system
  • Ability to track and measure the value delivered
  • Assessing the impact of IT services on business outcomes
Download Course Outline

1

About the ITIL story

  • The story so far
  • Meet the Axle employees
2

ITIL Foundation recap

  • The ITIL service value system
  • The four dimensions model
3

Introduction

  • The importance of engagement
  • Key principles
4

The customer journey

  • Stakeholder aspirations
  • Touchpoints and service interactions
  • Mapping the customer journey
  • Designing the customer journey
  • Measuring and improving the customer journey
  • Summary
5

Step 1: Explore

  • Understanding service consumers and their needs
  • Understanding service providers and their offers
  • Understanding markets
  • Targeting markets
  • Summary
6

Step 2: Engage

  • Communicating and collaborating
  • Understanding service relationship types
  • Building service relationships
  • Managing suppliers and partners
  • Summary
7

Step 3: Offer

  • Managing demand and opportunities
  • Specifying and managing customer requirements
  • Designing service offerings and user experience
  • Selling and obtaining service offerings
  • Summary
8

Step 4: Agree

  • Agreeing and planning value co-creation
  • Negotiating and agreeing a service
  • Summary
9

Step 5: Onboard

  • Planning onboarding
  • Relating to users and fostering relationships
  • Providing user engagement and delivery channels
  • Enabling users for services
  • Elevating mutual capabilities
  • Offboarding customers and users
  • Summary
10

Step 6: Co-create

  • Fostering a service mindset
  • Ongoing service interactions
  • Nurturing user communities
  • Summary
11

Step 7: Realize

  • Realizing service value in different settings
  • Tracking value realization
  • Assessing and reporting value realization
  • Evaluating value realization and improving customer journeys
  • Realizing value for the service provider
  • Summary
12

Conclusion

1

Introduction

  • Understanding the Importance of Engagement and its Key Principles
  • Understanding the Service Relationships
  • Understanding the Relation among the Key Principles
  • Understanding the band of visibility
2

The customer journey

  • Understanding the Customer Journey
3

Step 1: Explore

  • Understanding the Markets
4

Step 2: Engage

  • Understanding the Business Provider Maturity Model
  • Understanding the Service Relationships
5

Step 3: Offer

  • Understanding the Customer Requirements
  • Understanding Selling and Obtaining the Service Offerings
6

Step 4: Agree

  • Understanding the Value Drivers for different types of Service Offerings
7

Step 5: Onboard

  • Understanding and Planning Onboarding
8

Step 6: Co-create

  • Understanding User Queries
  • Understanding the Types of Service Technology Encounters
9

Step 7: Realize

  • Understanding the Service Profit Chain

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Read this for more information on the ITIL® 4: Specialist Drive Stakeholder Value certification.

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It is an industry-recognized certification for learning the ITIL 4 framework that focuses on the importance of engaging with stakeholders. It equips you with the knowledge and skills required for understanding stakeholder needs, building strong relationships, and co-creating services that deliver value.

  You should have acquired the ITIL 4 Foundation certificate before applying for this exam. It is also recommended to gain some practical experience in IT service management roles for better understanding of the concepts.

The exam format is MCQ. There are 40 questions in total.

  The exam format is MCQ. There are 40 questions in total.

The passing score is 70%.

Earning this certification will give you the following benefits:

  • Enhanced stakeholder management skills
  • Improved customer focus and delivery services 
  • Better job opportunities and career advancement in IT service management
  • Competitive advantage in the IT industry

Job roles that will benefit greatly from this ITIL DSV 4 certification include IT service manager, service delivery manager, service transition manager, service operations manager, IT business relationship manager, and IT project manager.

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