Overview

This module provides 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 customer/user experience and journey mapping concepts. Take what was established as THE best practice guidance of IT Service Management – then make it better.

ITIL4 will help businesses navigate the new technological era, commonly known as the Fourth Industrial Revolution. The ITIL4 Specialist: Drive Stakeholder Value (DSV) course helps ITSM practitioners assimilate further into the emerging practices of ITIL4 – specifically in the areas of guiding stakeholders, whether they are customers or service providers, through the principles and practices of co-creating value through services.

This interactive course is essential to the development of the modern-day technologist and ITSM practitioner and leader in modern IT organizations seeking innovation and delivering full value to the business. Successfully obtaining the ITIL 4 Drive Stakeholder Value qualification is one of the prerequisites 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.

Skills Covered

On completion of this course, the following learning outcomes will be achieved:

  • Understand customer journeys
  • Target markets and foster stakeholder relationships
  • Shape demand and define service offerings
  • Align expectations and agree details of services
  • Onboard and off-board customers and users
  • Act together to ensure continual value co-creation
  • Realize and validate service value
  • Understand hoe customer journeys are designed

Who Should Attend

The target audience for this course and qualification are:

  • Individuals continuing their journey in service management
  • ITSM managers and aspiring ITSM managers
  • ITSM practitioners who are responsible for managing and integrating stakeholders
  • Existing ITIL qualification holders wishing to develop their knowledge

Course Curriculum

Prerequisites

Candidates must already have achieved ITIL4 Foundation certification to qualify to sit the examination.

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Course Modules

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Training Options

Intake: 24-27 Jan 2022
Duration: 4 Days
Guaranteed: TBC
Modality: ILT
Price:

RM7,000.00Enroll Now

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Intake: 24-27 Jan 2022
Duration: 4 Days
Guaranteed: TBC
Modality: VILT
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Intake: 23-26 May 2022
Duration: 4 Days
Guaranteed: TBC
Modality: ILT
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Intake: 23-26 May 2022
Duration: 4 Days
Guaranteed: TBC
Modality: VILT
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Exam:
Intake: 5-8 Sept 2022
Duration: 4 Days
Guaranteed: TBC
Modality: ILT
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Exam:
Intake: 5-8 Sept 2022
Duration: 4 Days
Guaranteed: TBC
Modality: VILT
Price:

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Exam:
Intake: 21-24 Nov 2022
Duration: 4 Days
Guaranteed: TBC
Modality: ILT
Price:

RM7,000.00Enroll Now

Exam:
Intake: 21-24 Nov 2022
Duration: 4 Days
Guaranteed: TBC
Modality: VILT
Price:

RM7,000.00Enroll Now

Exam:

Exam & Certification

Participants of the course who successfully pass the certification examination will be awarded the ITIL Specialist: Drive Stakeholder Value certification.

The format of the examination is:

  • 40 Multiple Choice Questions
  • 1 mark per correct answer
  • 28 marks required to pass (out of 40 available) – 70%
  • 90 minutes duration
  • Closed-book.

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