ITIL® 4 Specialist – Drive Stakeholder Value (DSV)

R4,500.00 – R6,450.00

This 3-day course is ideal for anyone who wants to gain a firm grasp of the various types of interactions between a service provider and their customers, users, suppliers, and partners.

The core concept behind DSV is to provide an understanding of how to convert demand into value through IT-enabled services. The course covers key topics like service level-agreement design, multi-supplier management, relationship management, customer and user experience design, customer journey mapping, and more. Individuals can expect to walk away with the tools required to drive user engagement and boost internal and external stakeholder satisfaction.

Please note that from 1 November 2019, all AXELOS courses certified by PeopleCert need to be purchased with the exam. Please ensure that you add both the course and the exam to your cart from the drop-down options below. For any queries about this, please contact our Sales Team on info.africa@pinkelephant.co.za

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Description

LEARNING OUTCOMES

Understand how customer journeys are designed:

  • Learn the ways to design and improve customer journeys

Understand how to target markets and stakeholders:

  • Learn the characteristics of markets
  • Learn marketing activities and techniques
  • Learn how to describe customer needs as well as internal and external factors that affect these
  • Learn how to identify service providers and explain their value propositions

Understand how to foster stakeholder relationships:

  • Learn how to analyze customer needs
  • Learn about and how to use communication and collaboration activities and techniques

Understand how to align expectations and agree upon details of service:

  • Learn how to plan for value creation
  • Learn how to negotiate and agree service utility, warranty, and experience

Understand how to onboard and off-board customers and users:

  • Learn different approaches to mutually elevate customer, user, and service provider capabilities
  • Learn how to prepare onboarding and off-boarding plans
  • Learn how to develop user engagement and delivery channels

Understand how to act together to ensure continual value co-creation (service consumption/provisioning):

  • Learn how users can request services
  • Learn the methods for encouraging and managing customer and user feedback
  • Learn how to foster a service mindset (attitude, behavior, and culture)

Understand how to realize and validate service value:

  • Learn methods for measuring service usage and customer and user experience and satisfaction
  • Learn the different types of reporting of service outcome and performance

The DSV course focuses on these key ITIL 4 practices:

  • Relationship management
  • Portfolio management
  • Service request management
  • Supplier management
  • Business analysis
  • Service level management
  • Service catalog management
  • Service Desk
  • Business relationship management
  • Monitoring and event management

WHO SHOULD ATTEND?

This course is aimed at individuals in management and service management roles who have a responsibility for the above noted practices as well as individuals who want to acquire the ITIL Managing Professional (MP) designation.

Roles include:

  • Software Engineer/Developer
  • Systems Engineer
  • Service Delivery Manager
  • DevOps Manager/Specialist
  • Solution Architect
  • Infrastructure Engineer
  • IT Service Management Professional
  • Release and Deployment Manager

PREREQUISITES

For this course you are required to have successfully attained your ITIL 4 Foundation certificate. You will need to provide us with a copy of your certificate upon registration in order to be admitted into this course.

To look at available dates for the ITIL 4 Foundation certification course, click here.

COURSE E-MATERIALS

Material for this course will only be provided as downloadable soft copy files that can be viewed on a variety of devices. Attendees may print a hard copy of the files in whatever format best meets their needs, and can use the files under the Pink Elephant “Terms of Use”.

EXAM & CERTIFICATION

Certification

ITIL 4 Specialist – Drive Stakeholder Value

Duration, style and Pass Mark

The exam is a 90-minute, 40-question, multiple-choice exam scheduled on the last day of the course and is administered by an independent examination body. For online courses, the exam may be scheduled and completed online.

A passing mark of 70% is required to receive certificate. An exam review is included in the course to help prepare attendees for the final exam.

Examination board

HOW YOU CAN ATTEND THIS COURSE

  • Public (Open Enrolment): Live Classroom: On specific dates throughout the year, conveniently located at our premises in Woodmead, with our expert instructor.
  • In-House (On-Site): Live Classroom: On dates convenient to you; exclusively for your team at your location with one of our expert instructors.
  • In-House (On-Site): Web Based: On dates convenient to you; exclusively for your team; hosted live online with one of our expert instructors.

ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited.

The Swirl logo™ is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

If you would like more information on any of these options, please call us at 011 656 0020 or email us at info.africa@pinkelephant.co.za.

View terms and conditions related to public courses.

Additional information

ITIL® 4 Specialist Drive Stakeholder Value (DSV)

ITIL® 4 DSV Examination at Pink Elephant, ITIL® 4 DSV Remote Online Proctored Examination, Public 13-15 Jul 2020

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