Accredited ITIL® 4 Specialist: Drive Stakeholder Value
Value Engagement with Service Provider & Service Consumer9 H 27 M
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Episodes
- Course Introduction
- Course Overview
- The DSV Exam
- Designing the Customer Journey
- What is the Customer Journey?
- Stakeholder Aspirations
- Touchpoints and Service Interactions
- Mapping the Customer Journey
- Designing the Customer Journey
- Culture and the Customer Journey
- Measuring the Customer Journey
- Targeting Markets and Stakeholders
- Understanding Markets
- Market Segmentation
- Identifying and Analyzing Service Consumers
- Targeted Marketing
- Sustainability and the Triple Bottom Line
- Marketing Activities
- External and Internal Factors
- Risks and Mitigation
- Identifying Service Providers, Value Propositions
- Fostering Stakeholder Relationships
- Communicating and Collaborating
- Understanding Service Relationships
- Engaging and Fostering Relationships
- The Service Relationship Ladder
- Building and Sustaining Trust and Relationships
- Value Drivers
- Managing Suppliers and Partners
- Relationship Management Practice
- Supplier Management Practice
- Shaping Demand and Defining Service Offerings
- Designing Service Offerings And User Experience
- Lean Thinking
- Agile Product and Service Development
- Service Design Thinking
- Designing for Onboarding
- Selling And Obtaining Service Offerings
- Capturing Demand and Opportunities
- Building the Customer Business Case
- Building the Service Provider Business Case
- Collecting and Managing Customer Requirements
- Separating the Problem for the Solution
- Prioritizing Requirments
- Business Analysis Practice
- Aligning Expectations and Agreeing on Details of Services
- Agree and Plan Value Creation
- Types of Service Value Drivers
- Service Interaction Method
- Negotiate and Agree Service Utility/Warranty
- Negotiate and Agree Service Experience
- Service Level Management Practice
- Onboarding and Offboarding Customers and Users
- Prepare Onboarding and Offboarding Plans
- Setting Goals
- Setting Scope
- Customer and User Journey
- How Users are Authorized and Entitled to Services
- Prepare Onboarding Plans Continued
- Offboarding Plans
- Switching vs Offboarding
- The User Experience
- Fostering Relationships with Corporate Users
- Fostering Relationship with Individual Consumers
- Authorizing and Entitling Users for Service
- Developing User Engagement and Delivery Channels
- Mutual Elevation of Capabilities
- Service Catalogue Management Practice
- Service Desk Practice
- Acting Together to Ensure Value Co-Creation
- Triaging User Requests
- Service Request Management Practice
- Moment of Truth - Intelligent Disobedience
- Types of Service Technology Encounters
- When Things Go Wrong
- User Communities
- Encouraging/Managing Customer Feedback
- Foster a Service Mindset
- Service Mindset for Service Provision
- Service Mindset for Service Consumption
- Realizing and Validating Service Value
- Track and Monitor Service Value
- Reporting Service Performance
- Measuring Customer/User Satisfaction
- Validate Service Value
- Charging and Billing Mechanisms
- Evaluating-Improving the Customer Journey
- Service Value Realization and CI
Course Overview
10 M



- Episode Description
- Transcript
One of the ITIL 4 Specialist certifications, Drive Stakeholder Value is intended to provide learners 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. *Access to this content requires an exam voucher*