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ITIL© 4 Specialist - Drive Stakeholder Value (DSV)

4.6 out of 5 rating Last updated 23/07/2024   English

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Global Schedule

GTR = Guaranteed to Run

16 Sep 24 Enquire Book
14:00 - 22:00 Live Online GTR 2,385
09 Dec 24 Enquire Book
14:00 - 22:00 Live Online GTR 2,385

Find out more about this course

Interested in alternative dates? Would like to book a private session of this course for your company? Or for any other queries please simply fill out the form below.

Duration

3 Days

18 CPD hours

Overview

The purpose of this course is to give the delegate the understanding to optimize the value of the journey for all stakeholders, for example, to convert opportunity and demand into value and to drive stakeholder value. Engagement is important in the optimization of service value because, as ITIL Foundation explained, service value is co-created through the involvement of users, customers, sponsors, service providers, or any other stakeholder. This course introduces ways and methods to drive stakeholder value and encourage stakeholders contribute to the creation of service value by exploring the following: Value propositions Fostering relationships Keeping engagement channels open Shaping demand Designing service offerings Aligning and agreeing expectations Co-creating service experiences Realizing value

Description

This course covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more. It will provide candidates with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape. This class includes an exam voucher.

Prerequisites

1 - HOW CUSTOMER JOURNEYS ARE DESIGNED
  • Understand the concept of the customer journey
  • Understand the ways of designing and improving customer journeys
2 - HOW TO TARGET MARKETS AND STAKEHOLDERS
  • Understand the characteristics of markets
  • Understand marketing activities and techniques
  • Know how to describe customer needs and internal and external factors that affect these
  • Know how to identify service providers and explain their value propositions
3 - HOW TO FOSTER STAKEHOLDER RELATIONSHIPS
  • Understand the concepts mutual readiness and maturity
  • Understand the different supplier and partner relationship types, and how these are managed
  • Know how to develop customer relationships
  • Know how to analyze customer needs
  • Know how to use communication and collaboration activities and techniques
  • Know how the Relationship management practice can be applied to enable and contribute to fostering relationships
  • Know how the Supplier management practice can be applied to enable and contribute to supplier and partner relationships management
4 - HOW TO SHAPE DEMAND AND DEFINE SERVICE OFFERINGS
  • Understand methods for designing digital service experiences based on value driven, data driven and user centered service design
  • Understand approaches for selling and obtaining service offerings
  • Know how to capture, influence and manage demand and opportunities
  • Know how to collect, specify and prioritize requirements from a diverse range of stakeholders
  • Know how the Business analysis practice can be applied to enable and contribute to requirement management and service design
5 - HOW TO ALIGN EXPECTATIONS AND AGREE DETAILS OF SERVICES
  • Know how to plan for value co-creation
  • Know how to negotiate and agree service utility, warranty and experience
  • Know how the Service level management practice can be applied to enable and contribute to service expectation management
6 - HOW TO ONBOARD AND OFFBOARD CUSTOMERS AND USERS
  • Understand key transition, onboarding and offboarding activities
  • Understand the ways of relating with users and fostering user relationships
  • Understand how users are authorized and entitled to services
  • Understand different approaches to mutual elevation of customer, user and service provider capabilities
  • Know how to prepare onboarding and offboarding plans
  • Know how to develop user engagement and delivery channels
  • Know how the Service Catalogue management practice can be applied to enable and contribute to offering user services
  • Know how the Service Desk practice can be applied to enable and contribute to user engagement
7 - HOW TO ACT TOGETHER TO ENSURE CONTINUAL VALUE CO-CREATION
  • Understand how users can request services
  • Understand methods for triaging of user requests
  • Understand the concept of user communities
  • Understand methods for encouraging and managing customer and user feedback
  • Know how to foster a service mindset (attitude, behavior and culture)
  • Know how to use different approaches to provision of user services
  • Know how to seize and deal with customer and user moments of truth
  • Know how the Service request management practice can be applied to enable and contribute to service usage
8 - HOW TO REALIZE AND VALIDATE SERVICE VALUE
  • Understand methods for measuring service usage and customer and user experience and satisfaction
  • Understand charging mechanisms
  • Know how to assess service value realization
  • Know how to prepare to evaluate and improve the customer journey
  • Know how the Portfolio management practice can be applied to enable and contribute to service value realization
Additional course details:

Notes

New Horizons is an Authorised Training Organisation (ATO) for Peoplecert for ITIL4

Nexus Humans ITIL© 4 Specialist - Drive Stakeholder Value (DSV) training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward.

This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts.

Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success.

While we feel this is the best course for the ITIL© 4 Specialist - Drive Stakeholder Value (DSV) course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you.

Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

FAQ for the ITIL© 4 Specialist - Drive Stakeholder Value (DSV) Course

Available Delivery Options for the ITIL© 4 Specialist - Drive Stakeholder Value (DSV) training.
  • Live Instructor Led Classroom Online (Live Online)
  • Traditional Instructor Led Classroom (TILT/ILT)
  • Delivery at your offices in London or anywhere in the UK
  • Private dedicated course as works for your staff.
How many CPD hours does the ITIL© 4 Specialist - Drive Stakeholder Value (DSV) training provide?

The 3 day. ITIL© 4 Specialist - Drive Stakeholder Value (DSV) training course give you up to 18 CPD hours/structured learning hours. If you need a letter or certificate in a particular format for your association, organisation or professional body please just ask.

Is the ITIL© 4 Specialist - Drive Stakeholder Value (DSV) training appropriate for someone learning to use ITIL in a professional environment?

Yes the ITIL© 4 Specialist - Drive Stakeholder Value (DSV) is appropriate for someone looking to use ITIL in a professional workspace or environment. But do make sure to note any prerequisites, read the course outline to ensure it is the right fit for you or your teams requirements and preferences.

What is the correct audience for the ITIL© 4 Specialist - Drive Stakeholder Value (DSV) training?

The target audience include, but is not limited to: Relationship managers Customer experience (CX) managers Account managers Service delivery managers Service desk managers Service Level Managers Enterprise Architects Service and Solution Architects Business Analysts Product Owners Marketing Managers Project Managers Portfolio Managers Supplier relationship Managers Vendor Managers Contract Managers Customer experience/User experience Designers Consultants

Do you provide training for the ITIL© 4 Specialist - Drive Stakeholder Value (DSV).

Yes we provide corporate training, dedicated training and closed classes for the ITIL© 4 Specialist - Drive Stakeholder Value (DSV). This can take place anywhere in Ireland including, Dublin, Cork, Galway, Northern Ireland or live online allowing you to have your teams from across Ireland or further afield to attend a single training event saving travel and delivery expenses.

What is the duration of the ITIL© 4 Specialist - Drive Stakeholder Value (DSV) program.

The ITIL© 4 Specialist - Drive Stakeholder Value (DSV) training takes place over 3 day(s), with each day lasting approximately 8 hours including small and lunch breaks to ensure that the delegates get the most out of the day.

Why are Nexus Human the best provider for the ITIL© 4 Specialist - Drive Stakeholder Value (DSV)?
Nexus Human are recognised as one of the best training companies as they and their trainers have won and hold many awards and titles including having previously won the Small Firms Best Trainer award, national training partner of the year for Ireland on multiple occasions, having trainers in the global top 30 instructor awards in 2012, 2019 and 2021. Nexus Human has also been nominated for the Tech Excellence awards multiple times. Learning Performance institute (LPI) external training provider sponsor 2024.
Is there a discount code for the ITIL© 4 Specialist - Drive Stakeholder Value (DSV) training.

Yes, the discount code PENPAL5 is currently available for the ITIL© 4 Specialist - Drive Stakeholder Value (DSV) training. Other discount codes may also be available but only one discount code or special offer can be used for each booking. This discount code is available for companies and individuals.

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Training Insurance Included!

When you organise training, we understand that there is a risk that some people may fall ill, become unavailable. To mitigate the risk we include training insurance for each delegate enrolled on our public schedule, they are welcome to sit on the same Public class within 6 months at no charge, if the case arises.

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