Great Learning is an ITIL® Accredited Training Organisation
Course Duration: 18 hours, 3 sessions of 6 hours each
Course Fee: HKD8,800 includes exam
Language of Delivery: Cantonese with English terms
The ITIL 4 Drive Stakeholder Value (DSV) qualification is intended to provide the candidate 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.
The ITIL 4 Drive Stakeholder Value examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of ITIL 4 to all types of engagement and interaction between a service provider and their customers, users, suppliers and partners. The ITIL 4 Drive Stakeholder Value qualification is one of the pre-requisites for the designation of ITIL 4 Managing Professional which assesses the candidates practical and technical knowledge about how to run successful, modern, IT-enabled services, teams and workflows.
Back in the industrial society, goods were a dominant factor in our lives. But in the “service era” we prefer to replace ownership of goods with access to services and resources without necessarily owning them.
This is happening with and without digital transformation, although the latter accelerates this phenomenon: think Uber and Airbnb.
In this context, the ITIL® 4 Specialist Drive Stakeholder Value module – within ITIL 4 Managing Professional – is about the engagement and interaction between service providers and stakeholders and the conversion of demand to value via IT-enabled services.
But what does this mean in practice?
Previously, services were treated in the same way as manufactured goods: it was the customer’s responsibility to derive value. Conversely, the core concept of ITIL 4 is that value is co-created.
Therefore, we have built this ITIL 4 module around the customer journey – from both parties engaging, agreeing to work together and interacting to co-create value.
While ITIL v3 taught a service provider to improve one-sidedly, ITIL 4 also encourages the service provider to help the consumer to improve. For example, the business product owner (the “consumer” in IT) is encouraged to adopt service management best practices as part of the product development relationship to elevate mutual capabilities and thereby increasing the co-created value.
1. Understand how customer journeys are designed
1.1 Understand the concept of the customer journey
1.2 Understand the ways of designing and improving customer journeys
2. Know how to target markets and stakeholders
2.1 Understand the characteristics of markets
2.2 Understand marketing activities and techniques
2.3 Know how to describe customer needs and internal and external factors that affect these
2.4 Know how to identify service providers and explain their value propositions
3. Know how to foster stakeholder relationships
3.1 Understand the concepts of mutual readiness and maturity
3.2 Understand the different supplier and partner relationship types, and how these are managed
3.3 Know how to develop customer relationships
3.4 Know how to analyse customer needs
3.5 Know how to use communication and collaboration activities and techniques
3.6 Know how the relationship management practice can be applied to enable and contribute to fostering relationships
3.7 Know how the supplier management practice can be applied to enable and contribute to supplier and partner relationships management
4. Know how to shape demand and define service offerings
4.1 Understand methods for designing digital service experiences based on value-driven, data-driven and user-centred service design
4.2 Understand approaches for selling and obtaining service offerings
4.3 Know how to capture, influence and manage demand and opportunities
4.4 Know how to collect, specify and prioritise requirements from a diverse range of stakeholders
4.5 Know how the business analysis practice can be applied to enable and contribute to requirement management and service design
5. Know how to align expectations and agree details of services
5.1 Know how to plan for value co-creation
5.2 Know how to negotiate and agree service utility, warranty and experience
5.3 Know how the service level management practice can be applied to enable and contribute to service expectation management
6. Know how to onboard and offboard customers and users
6.1 Understand key transition, onboarding and offboarding activities
6.2 Understand the ways of relating with users and fostering user relationships
6.3 Understand how users are authorized and entitled to services
6.4 Understand different approaches to mutual elevation of customer, user and service provider capabilities
6.5 Know how to prepare onboarding and offboarding plans
6.6 Know how to develop user engagement and delivery channels
6.7 Know how the service catalogue management practice can be applied to enable and contribute to offering user services
6.8 Know how the service desk practice can be applied to enable and contribute to user engagement
7. Know how to act together to ensure continual value co-creation (service consumption / provisioning)
7.1 Understand how users can request services
7.2 Understand methods for triaging of user requests
7.3 Understand the concept of user communities
7.4 Understand methods for encouraging and managing customer and user feedback
7.5 Know how to foster a service mindset (attitude, behaviour and culture)
7.6 Know how to use different approaches to provision of user services
7.7 Know how to seize and deal with customer and user ‘moments of truth’
7.8 Know how the service request management practice can be applied to enable and contribute to service usage
8. Know how to realize and validate service value
8.1 Understand methods for measuring service usage and customer and user experience and satisfaction
8.2 Understand methods to track and monitor service value (outcome, risk, cost and resources)
8.3 Understand different types of reporting of service outcome and performance
8.4 Understand charging mechanisms
8.5 Know how to validate service value
8.6 Know how to evaluate and improve the customer journey
8.7 Know how the portfolio management practice can be applied to enable and contribute to service value realization
This course is aimed at individuals in management and service management roles who have a responsibility for the practices such as software engineer/developer, DevOps Manager/Specialist, Solution Architect, etc., as well as individuals who want to acquire the ITIL Managing Professional (MP) designation.
Number of Questions: 40 Questions
Exam Duration: 90 minutes
Exam Format: Multiple choice, Closed book
Exam Location: Great Learning Education Centre
Passing Mark: 28/40 or 70%
Accreditated course material and sample questions
- Great Learning is an ITIL® Accredited Training Organisation and has been delivering ITIL courses for more than ten years.
- We are IT soft skill specialists, highly experienced in delivering complicated and conceptual knowledge in an effective way.
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