ITIL® 4 Specialist: Drive Stakeholder Value (DSV): Course Contents | ALC Training News

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1) Recap of ITIL Foundation
2) Introduction
  • The importance of engagement
  • Key principles
3) The Customer Journey
  • Stakeholder aspirations
  • Touchpoints and service interactions
  • Mapping the customer journey
  • Designing the customer journey
  • Measuring and improving the customer journey
4) Step 1: Explore
  • Understanding service consumers and their needs
  • Understanding service providers and their offers
  • Understanding markets
  • Targeting markets
5) Step 2: Engage
  • Communicating and collaborating
  • Understanding service relationship types
  • Building service relationships
  • Managing suppliers and partners
6) Step 3: Offer
  • Managing demand and opportunities
  • Specifying managing customer requirements
  • Designing service offerings and user experience
  • Selling and obtaining service offerings
7) Step 4: Agree
  • Agreeing and planning value co-creation
  • Negotiating and agreeing a service
8) Step 5: Onboard
  • Planning onboarding
  • Relating with users and fostering relationships
  • Proving user engagement and delivery channels
  • Enabling users for service
  • Evaluating mutual capabilities
  • Offboarding customers and users
9) Step 6: Co-create
  • Fostering a service mindset
  • Ongoing service interactions
  • Nurturing user communities
10) Step 7: Realise Value
  • Realising service value in different setings
  • Tracking value realisation
  • Assessing and reporting value realisation
  • Evaluating value realisation and improving customer journeys
  • Realising value for the service provider
11) Exam Preparation
  • Exam techniques
  • Sample Exam(s)

Jes Irving