Course information

ITIL® 4 Specialist: Drive Stakeholder Value Course Outline

Module 1: Understand How Customer Journeys are Designed

  • Concept of the Customer Journey
    • Definition: Customer Journey
  • Relationships Between Value Streams and Customer Journeys
  • Customer Journey and Service Interaction
  • Concept of Customer Journey
    • Customer Experience
    • User Experience
  • Three Aspects of the Customer and User Experience
  • Purpose of Identifying, Understanding and Mastering the Customer Journey
  • Stages Involved in Designing an End-to-End Customer Journey and Experience
  • Stakeholder Aspirations
  • Touchpoints and Service Interactions
  • Mapping the Customer Journey
  • Personas and Scenarios
  • Customer Journey Maps
  • Example of a Customer Journey Map
  • Understanding the Customer Experience
  • Design Thinking
  • Marc Stickdorn’s Five Principles of Service Design Thinking
  • Design Thinking
  • Leveraging Behavioral Psychology
  • Design for Different Cultures
  • Measuring and Improving the Customer Journey

Module 2: How to Target Markets and Stakeholders?

  • Step 1: Explore
  • Understanding Service Consumers and Their Needs
  • Purpose of the Organization
  • The ‘Golden Circle’
  • External and Internal Factors
  • SWOT Analysis
  • Objectives and Opportunities
  • Risks and Mitigation
  • Understanding Service Providers and their Offers
  • Industry Standards and Reference Architectures
  • Characteristics of Markets
    • Understanding Markets
    • Market Segmentation
    • Characteristic-Based Market Segmentation
    • Needs-Based Market Segmentation
    • Identifying and Analyzing Service Consumers
  • Marketing Activities and Techniques
    • Targeting Markets
    • Value Propositions
    • Marketplace and the Marketspace
    • Personalizing and Profiling
    • Targeted Marketing
    • AIDA Model
    • Brand and Reputation
    • Sustainability and the Triple Bottom Line
    • Importance of Existing Customers

Module 3: How to Foster Stakeholder Relationships?

  • Step 2: Engage
  • Communicating
  • Cooperation and Collaboration
  • Listening Modes
  • Service Relationship Types
  • Basic Relationship
  • Cooperative Relationship
  • Partnership
  • Engaging and Fostering Relationships in Different Environments
  • Building Service Relationships
  • Service Relationship Ladder
  • 5 Steps of the Service Relationship Ladder
  • Creating an Environment that Allows Relational Patterns to Emerge
  • Initial Engagement Tools
  • Building and Sustaining Trust and Relationships
  • Trust and Relationship Factors
  • Three C’s Model Applied to a Service Relationship
  • Three C’s Model
  • How to Develop Customer Relationships?
    • Building of Trust and Relationships
    • Understanding Service Provider Capabilities
    • Understanding Customer Needs
    • Understanding Value Drivers
    • Value Drivers
    • Example of a Value Driver Framework
    • How Service, Services Interactions, Service Offerings, Products and Resources are Related
    • Assessing Mutual Readiness and Maturity
    • Types of Maturity Assessment in the Engage Step
    • Managing Suppliers and Partners
    • Relationship Management: Service Integrator Activities
    • Supplier Management Practice

Module 4: How to Shape Demand and Define Service Offerings?

  • Step 3: Offer
  • Managing Demand and Opportunities
  • Patterns of Business Activity
  • Optimizing Capacity
  • Capacity and Performance Management Practice
  • Shaping or Smoothing Demand
  • Pricing and Charging
  • Building the Customer Business Case
  • Building the Service Provider Business Case
  • How to Collect, Specify, and Priorities Requirements from a Diverse Range of Stakeholders?
    • Specifying and Managing Customer Requirements
    • Roles and Responsibilities
    • Managing Requirements
    • Minimum Viable Product – MVP
    • User Stories and Story Mapping
    • MoSCoW Method
    • Weighted Shortest Job First
  • Methods for Designing Digital Service Experiences Based on Value-Driven, Data-Driven, and User Centered Service Design
    • Designing Service Offerings and User Experience
    • Lean Thinking
    • Agile Product and Service Development
    • User-Centered Design and Service Design Thinking
    • Service Blueprinting
    • Design for Onboarding
  • Approaches for Selling and Obtaining Service Offerings
    • Selling and Obtaining Service Offerings
    • Pricing
    • Internal and External Sales
    • Business Analysis Management Practice

Module 5: How to Align Expectations and Agree Details of Services?

  • Step 4: Agree
  • Agreeing and Planning Value Co-Creation
  • Types of Service Value Drivers
  • Service Interaction Method
  • Inherent and Assigned Characteristics of Services
  • How to Negotiate and Agree Service Utility, Warranty, and Experience?
    • From Service Consumer Needs to Agreement
    • SLA Content and Structure
    • Service Level Management Practice
    • Negotiating and Agreeing Service Utility, Warranty, and Experience

Module 6: How to Onboard and Offboard Customers and Users?

  • Step 5: Onboarding
  • Purposes of Onboarding and Offboarding
  • Onboard
    • Planning Onboarding
    • Onboarding Goals
    • Onboarding Scope
    • Examples of Consumer Resources to Onboard
    • Onboarding Customer and Users: Onboarding Actions
    • Examples of Service Provider, Service Consumer, and Supplier/Partner Onboarding Actions
    • Onboarding Control
  • Ways of Relating with Users and Fostering User Relationships
    • Relating to Users and Fostering Relationships
    • Fostering Relationships with Corporate Users
    • Fostering Relationships with Individual Service Consumers
    • Providing User Engagement and Delivery Channels
    • Seamless User Journey with Omnichannel Management
    • Examples of Omnichannel Challenges that have to be Considered by Service Providers
    • Enabling Users for Services
    • Offboarding Customers and Users
    • Customer Offboarding
    • User Offboarding
    • Service Catalogue Management Practice
    • Service Desk Management Practice
  • Understand How Users Can Request Services
    • On-going Service Interactions
    • Service Requests
    • Service Desk Interactions
    • When Things Go Wrong
    • Moments of Truth
    • Intelligent Disobedience
    • Customer and User Feedback
    • Challenges and Solutions for Continual Customer and User Feedback          

Module 7: How to Act Together to Ensure Continual Value Co-Creation?

  • Step 6: Co-Create
  • Fostering a Service Mindset
  • Service Mindset for Service Provision
  • Methods for Triaging of User Requests
  • Concept of User Communities
    • Nurturing User Communities
    • Super-Users
    • Service Requests

Module 8: How to Realize and Validate Service Value?

  • Step 7: Realize
  • Realizing Service Value in Different Settings
  • Tracking, Assessing, and Evaluating Value Realization in Different Types of Service Relationships
  • Methods to Track and Monitor Service Value
    • Tracking Value Realization
    • Tracking Performance, Output, and Outcome
    • Tracking Experience and Satisfaction
    • Tracking Service Usage
    • Assessing and Reporting Value Realization
    • Evaluating Value Realization and Improving Customer Journeys
    • Evaluation and Verification
    • Continual Improvement
    • Tracking, Assessing, and Evaluating Outcomes
  • Charging Mechanisms
    • Charging and Billing
    • Portfolio Management
    • Drive Stakeholder Value – Conclusion

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Who should attend this ITIL® 4 Specialist: Drive Stakeholder Value DSV Training Course?

This ITIL® 4 Specialist: Drive Stakeholder Value Training Course in Chennai is designed for anyone who wants to learn how to improve the way their organization delivers value to its stakeholders. This certification course is especially beneficial for these professionals:

  • Customer Service Managers
  • IT Service Managers
  • Project Managers
  • Product Managers
  • Business Relationship Managers
  • Marketing and Outreach Teams in IT
  • Business Analysts

Prerequisites of the ITIL® 4 Specialist: Drive Stakeholder Value DSV Training Course

The most important prerequisite of this ITIL® 4 Training Course is holding an ITIL® 4 Foundation Certificate in IT Service Management.

ITIL® 4 Specialist: Drive Stakeholder Value Course Overview

The ITIL® 4 Specialist: Drive Stakeholder Value Course in Chennai is a dynamic and intensive training designed to equip individuals and professionals with the knowledge and skills to drive stakeholder value within an organization. ITIL® (Information Technology Infrastructure Library) is a globally recognized framework for IT service management that emphasizes delivering value to stakeholders.

Understanding stakeholder value is crucial for individuals and professionals in Chennai working in IT service management, project management, and business relationship management. IT service managers, business analysts, service desk managers, and individuals involved in service design and delivery should aim to master this subject to ensure that IT services meet the needs and expectations of stakeholders.

This intensive 2-day ITIL® 4 Specialist: Drive Stakeholder Value Course in Chennai, offered by The Knowledge Academy, covers the key concepts of ITIL® 4, with a focus on driving stakeholder value. It includes practical exercises, case studies, and real-world scenarios to enable delegates to apply ITIL® 4 principles in their professional roles effectively.

Course Objectives

  • To understand the principles and concepts of ITIL® 4, with a focus on driving stakeholder value
  • To learn how to identify, engage, and manage stakeholders effectively
  • To develop skills in shaping service experiences and ensuring value co-creation
  • To apply ITIL® 4 principles to enhance stakeholder satisfaction and business outcomes
  • To improve stakeholder management practices and contribute to service excellence

Upon completing the ITIL® 4 Specialist: Drive Stakeholder Value Course in Chennai, delegates will benefit from enhanced knowledge and practical skills in stakeholder management and value co-creation. They will be well-equipped to identify, engage, and manage stakeholders effectively, ensuring that IT services align with business objectives and deliver value to stakeholders.

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What’s included in this ITIL® 4 Specialist: Drive Stakeholder Value DSV Certification Course?

  • ITIL® 4 Specialist: Drive Stakeholder Value Examination
  • World-Class Training Sessions from Experienced Instructors
  • ITIL® 4 Specialist: Drive Stakeholder Value Certificate
  • Digital Delegate Pack

Official Axelos ITIL® 4 Specialist: Drive Stakeholder Value (DSV) Exam Information

The ITIL® 4 Specialist: Drive Stakeholder Value module is for IT professionals who foster relationships with stakeholders to co-create value. Drive Stakeholder Value benefits anyone who manages customer journeys, experiences, or expectations. 

  • Question Type: Multiple Choice 
  • Total Questions: 40  
  • Total Marks: 40 Marks  
  • Pass Mark: 70%, or 28/40 Marks 
  • Duration: 90 Minutes 
  • Open Book/ Closed Book: Closed Book

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Chennai is situated within the South Eastern coast of India on the Coromandel Coast, as well as it being the capital city of Tamil Nadu, it is also the fourth largest city within India. Madras or Detroit of India as the city is otherwise known was home to around 82,790 people in 2011 making it the third largest expatriate population within India as it grew from around 35,000 people recorded in 2009. Chennai plays an important part within India’s automobile industry. There are some well-known universities within Chennai, however the IIT Madras which offers engineering courses is highly regarded amongst the top of its kind within India, along with the College of Engineering, Guindy which is up in the top ten engineering colleges also within India which is owned by Tamil Nadu. The schools within Chennai are either owned by Tamil Nadu or privately run, however still with some help financially from the government. Students have a number of different options within colleges as to what they want to study, with regards to the Alagappa College of Technology and the College of Engineering, Guindy, offers courses within technology, engineering or architecture. The university subjects can include the pervious subjects along with science, arts, law, commerce, and medicine. One of the biggest universities within Chennai which has five campuses throughout the city is the University of Madras which is also linked to colleges such as the Presidency College, madras Medical College, Madras Christian College and the Madras School of Social Work. Chennai also offers weekend education courses for students who are Japanese nationals living in the city through the Japanese School Education Trust, it is possible to provide support through learning. Chennai is also home to the Central Leather Research Institute which is the world’s largest research organisation in leather and is situated within Adyar. There is also a branch organisation from the Central Electronic Engineering Research Institute within Chennai as it plays a big part of the electronic research within India, Institutes such as the institute of Mathematical Science also offers students the chance to work on physical, mathematical and computer sciences.

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Address

Tech 360 Consultancy Services
No. 1/807 A, 
Pillayar Koil Street
Thoraipakkam
Chennai

T: +91 8037244591

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led ITIL 4 Specialist: Drive Stakeholder Value Training in Chennai. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.

Unlock your potential with The Knowledge Academy's ITIL 4 Specialist: Drive Stakeholder Value Training in Chennai, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.

Experience the most sought-after learning style with The Knowledge Academy's ITIL 4 Specialist: Drive Stakeholder Value Training in Chennai. Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led ITIL 4 Specialist: Drive Stakeholder Value Training in Chennai sessions.

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ITIL 4 Specialist: Drive Stakeholder Value Training in Chennai FAQs

ITIL 4 Specialist Drive Stakeholder Value is a certification course focusing on enhancing stakeholder relationships and value co-creation within service management practices, offered by AXELOS.
The ITIL®4 Specialist Drive Stakeholder Value Course enhances understanding of stakeholder engagement, service relationships, and value co-creation, fostering better alignment between IT services and business objectives.
The most important prerequisite of this ITIL® 4 Training Course is holding an ITIL® 4 Foundation Certificate in IT Service Management.
This ITIL®4 Specialist Drive Stakeholder Value Course is ideal for IT professionals, service managers, and business leaders aiming to enhance stakeholder management capabilities.
This ITIL 4 Specialist Drive Stakeholder Value Course is a 2-day training course during which delegates participate in intensive learning sessions that cover various course topics.
After completing the ITIL 4 Specialist Drive Stakeholder Value Training Course, career opportunities include IT service manager, service delivery manager, and stakeholder engagement specialist within organizations.
The Knowledge Academy in Chennai stands out as a prestigious training provider known for its extensive course offerings, expert instructors, adaptable learning formats, and industry recognition. It's a dependable option for those seeking this ITIL®4 Specialist Drive Stakeholder Value Course.
The training fees for ITIL® 4 Specialist: Drive Stakeholder Value Coursein Chennai starts from INR64995
The Knowledge Academy is the Leading global training provider for ITIL® 4 Specialist: Drive Stakeholder Value Course.
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