Customer Journeys and Value Streams in ITIL 4 - Explained as per ITIL DSV Course 1 World Training

To get full version of this course, ITIL 4 Specialist: Drive Stakeholder Value (DSV)

Course Overview:

The ITIL 4 Specialist Drive Stakeholder Value module builds on the concepts introduced in ITIL 4 Foundation. It covers all engagements and interactions between a service provider and their customers, users, suppliers and partners, focusing on the conversion of demand into value via IT-enabled services.

It will provide you with the tools to increase stakeholder satisfaction by co-creating value which is integral to business success in the modern service economy.

Get certified at your own pace
Online exam voucher included
90 or 150 days online access
Fully accredited
Study guides, quizzes, sample exam and more….
Tutor support upon request
24/7 helpdesk
Training+Virtual Mentor session included

Lessons in this course:

Module 1: Customer Journey

Lesson 1 – The Concept of the Customer Journey
Lesson 2 – Customer Journey Key Concepts
Lesson 3 – Designing and Improving the Customer Journey
Module 2 – Targeting Markets and Stakeholders

Lesson 1 – Understanding Markets and Marketing Activities
Lesson 2 – Understanding Customers and Service Providers

Module 3 –Fostering Stakeholder Relationships
Lesson 1 – Supplier and Partner Relationships
Lesson 2 – Customer Relationships
Lesson 3 – Analyzing Customer Needs
Lesson 4 – Using the Practice Guides
Lesson 5 – The Relationship Management Practice
Lesson 6 – The Supplier Management Practice

Module 4 – How to Shape Demand and Define Service Offerings
Lesson 1 – Designing Digital Service Experiences
Lesson 2 – Approaches for Selling and Obtaining Service Offerings
Lesson 3 – Managing Demand and Opportunities
Lesson 4 – Managing Requirements
Lesson 5 – The Business Analysis Practice

Module 5 – How to Align Expectations and Agree Service Details
Lesson 1 – Value Co-Creation, Negotiation and Agreement
Lesson 2 – The Service Level Management Practice

Module 6 – Onboarding and Offboarding
Lesson 1 – Onboarding, Offboarding, and User Relationships
Lesson 2 – Planning Onboarding and Offboarding, User Engagement
Lesson 3 – The Service Catalogue Management Practice
Lesson 4 – The Service Desk Practice

Module 7 – Continual Value Co-Creation
Lesson 1 – Fostering a Service Mindset
Lesson 2 – Service Request and Provision
Lesson 3 – The Service Request Management Practice

Module 8– Realizing and Validating Service Value
Lesson 1 – Service and Value Measurement and Validation Part 1
Lesson 2 – Service and Value Measurement and Validation Part 2
Lesson 3 – The Portfolio Management Practice

Module 9 – Course Recap and Exam Preparation

Successful completion of this course and exam provides a standalone qualification or can be counted towards ITIL 4 Managing Professional designation.