ITIL® 4 Drive Stakeholder Value (DSV)

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Duration: 3 days

Overview

The ITIL 4 Drive Stakeholder Value (DSV) course is designed to provide IT practitioners with an understanding of the tools to increase stakeholder satisfaction, which is integral to business success.

It covers key topics such as SLA design, multi-supplier management, communication, relationship management, Customer Experience (CX) and User Experience (UX) design, customer journey mapping and more.

This three-day course covers all types of engagement and interaction between a service provider and its customers, users, suppliers and partners. It leads organisations on a service journey in their service provider and consumer roles, supporting effective interaction and communication.

This course also includes a copy of the ITIL DSV Handbook, containing practical material for reference back in the workplace.

At Glass Rock Solutions, we devise and deliver training solutions to corporate, government agencies, public sectors, multinational organisations and private individuals. We offer both in-house and online training.

Key Topics

This course is focused on the customer journey and how to add value to the customer journey.

Examination

The exam at the end of day three of the course is a 90-minute closed book exam consisting of 40 multiple choice questions and a pass mark of 70% (28/40).

Learning Outcomes

  • How customer journeys are designed
  • How to target markets and stakeholders
  • How to foster stakeholder relationships
  • How to shape demand and define service offerings
  • How to align expectations and agree details of services
  • How to onboard and offboard customers and users
  • How to act together to ensure continual value co-creation (service consumption/provisioning)
  • How to realise and validate service value

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Please fill out the form below and someone from our team will be in touch within the next 48 hours to get your training started.

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