ITIL 4 Specialist: Drive Stakeholder Value Training in Lilongwe

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ITIL® 4 Specialist: Drive Stakeholder Value Course

Lilongwe

Know the importance of delivering value to stakeholders in IT service management.
Learn about service offering with our ITIL® 4 Specialist: Drive Stakeholder Value Course.
Learn how to create & manage a service catalogue that aligns with stakeholder needs.

Dates & Prices Dates & Prices

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 Behavioural 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 Organisation
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 Analysing Service Consumers
Marketing Activities and Techniques
- Targeting Markets
- Value Propositions
- Marketplace and the Marketspace
- Personalising 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
Optimising 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 Prioritise 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 Centred Service Design
- Designing Service Offerings and User Experience
- Lean Thinking
- Agile Product and Service Development
- User-Centred 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 Realise and Validate Service Value?

Step 7: Realise

Realising Service Value in Different Settings
Tracking, Assessing, and Evaluating Value Realisation in Different Types of Service Relationships
Methods to Track and Monitor Service Value
- Tracking Value Realisation
- Tracking Performance, Output, and Outcome
- Tracking Experience and Satisfaction
- Tracking Service Usage
- Assessing and Reporting Value Realisation
- Evaluating Value Realisation 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

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

This ITIL® 4 Specialist: Drive Stakeholder Value Training Course is designed for anyone who wants to learn how to improve the way their organisation delivers value to its stakeholders. This ITIL® Certification 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 is a dynamic and intensive training designed to equip individuals and professionals with the knowledge and skills to drive stakeholder value within an organisation. ITIL® (Information Technology Infrastructure Library) is a globally recognised framework for IT service management that emphasises delivering value to stakeholders.

Understanding stakeholder value is crucial for individuals and professionals 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, 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 participants 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 Certification, 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.

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

Why choose us

Our Lilongwe venue

Includes..

Free Wi-Fi

To make sure you’re always connected we offer completely free and easy to access wi-fi.

Air conditioned

To keep you comfortable during your course we offer a fully air conditioned environment.

Full IT support

IT support is on hand to sort out any unforseen issues that may arise.

Video equipment

This location has full video conferencing equipment.

Lilongwe is the capital city and the biggest city of Malawi. It has an estimated population of around 1.1 million people. The unemployment rate in Madagascar has increased as of 2013 to 6.6 percent from 3 percent that it was in 2011. Between 20058 and 2013 the rate averaged around 5 percent with an all-time high of 7 percent in 2005. University places in Malawi are highly competitive because of the few places that there are available. There are four public universities in Malawi namely; Mzuzu, Lilongwe University of Agriculture and natural Resources, University of Malawi and Malawi University of Science and Technology. There is two colleges of the University of Malawi in the city of Lilongwe. These are the Bunda college which forms part of Lilongwe University of Agriculture and Natural Resources and the Kamuzu College of Nursing.

Address

Chilembwe Road
Lilongwe
30018
Malawi

T: +44 1344 203 999

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 Lilongwe. 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.

Learn more in our FAQs

Unlock your potential with The Knowledge Academy's ITIL 4 Specialist: Drive Stakeholder Value Training in Lilongwe, 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.

Learn more in our FAQs

Experience the most sought-after learning style with The Knowledge Academy's ITIL 4 Specialist: Drive Stakeholder Value Training in Lilongwe. 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 Lilongwe sessions.

Highly experienced trainers

Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience

State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible

Small class sizes

Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment

Great value for money

Achieve certification without breaking the bank. Find a lower price elsewhere? We'll match it to guarantee you the best value

Learn more in our FAQs

Streamline large-scale training requirements with The Knowledge Academy's In-house/Onsite at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.

Tailored learning experience

Leverage benefits offered from a certification that fits your unique business or project needs

Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.

Team building opportunity

Our offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings

Monitor employees progress

The course know-how will help you track and evaluate your employees' progression and performance with relative ease

Learn more in our FAQs

What our customers are saying

He was very knowledgeable and helpful!

Ammon Kelly

Keith provided good insight along with real-world experiences, was patient and provoked conversation within the group.

Chris Stubbs

His delivery style is great, very measured and uses great personal examples to help bring the content to life.

Tom Blanchard

ITIL 4 Specialist: Drive Stakeholder Value Training in Lilongwe FAQs

What is ITIL 4 Specialist Drive Stakeholder Value?

What does the ITIL 4 Specialist Drive Stakeholder Value Course cover?

The course covers strategies and techniques to enhance stakeholder engagement and value co-creation within the ITIL framework.

What skills will I gain from the ITIL® 4 Specialist: Drive Stakeholder Value Course?

The ITIL® 4 Specialist: Drive Stakeholder Value Course will enhance skills in stakeholder engagement, customer journey mapping, service design, relationship management, and communication, improving service delivery and value co-creation.

How does it benefit professionals in managing stakeholder relationships?

The course equips professionals with skills to effectively manage stakeholder relationships, ensuring better alignment of services with stakeholder needs.

How does ITIL 4 Specialist Training equip individuals to effectively engage with stakeholders and align services with their needs?

The ITIL 4 Specialist Training provides individuals with tools and insights to engage stakeholders collaboratively, align services with their needs, and drive value in service management.

What are the prerequisites?

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

Who can join this ITIL 4 Specialist Drive Stakeholder Value Training Course?

ITIL 4 Specialist Drive Stakeholder Value is a certification within the ITIL 4 framework, focusing on the practices and principles related to engaging and managing stakeholders throughout the service value chain. It covers topics such as stakeholder engagement, communication, customer journey mapping, and fostering positive relationships to ensure the delivery of value in IT service management.

Do you offer support for the course?

If you face any issues in accessing the course materials, then you can reach out to our customer support team who will provide you with quick assistance to resolve the issue.

What is included in the course?

The ITIL® 4 Specialist: Drive Stakeholder Value DSV Certification Course includes the ITIL® 4 Specialist: Drive Stakeholder Value examination, world-class training sessions conducted by experienced instructors, the ITIL® 4 Specialist: Drive Stakeholder Value certificate, and a digital delegate pack.

What is the duration of the ITIL 4 Specialist Drive Stakeholder Value Course?

The ITIL 4 Specialist Drive Stakeholder Value Certification Course spans for 2 days.

Why choose The Knowledge Academy in Lilongwe over others?

The Knowledge Academy in Lilongwe 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 TIL® 4 Specialist Drive Stakeholder Value DSV Certification.

Will I get any certificate after completing this ITIL 4 Specialist Drive Stakeholder Value Course?

Yes, upon completing the ITIL 4 Specialist: Drive Stakeholder Value Course and passing the exam, you will receive an official certification.

What is the cost/training fees for ITIL® 4 Specialist: Drive Stakeholder Value Course in Lilongwe?

The training fees for ITIL® 4 Specialist: Drive Stakeholder Value Coursein Lilongwe starts from $2495

Which is the best training institute/provider of ITIL® 4 Specialist: Drive Stakeholder Value Course in Lilongwe?

The Knowledge Academy is the Leading global training provider for ITIL® 4 Specialist: Drive Stakeholder Value Course.

What are the best ITIL® Certification Training courses in Lilongwe?

Please see our ITIL® Certification Training courses available in Lilongwe

Why choose us

Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.

Trusted & Approved

Our ITIL® courses are accredited by PeopleCert on behalf of AXELOS.

Many delivery methods

Flexible delivery methods are available depending on your learning style.

High quality resources

Resources are included for a comprehensive learning experience.

"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water