This course provides comprehensive training on the engagement and interactions between service providers and their customers, users, suppliers, and partners. It covers critical concepts such as Customer Experience (CX), User Experience (UX), and journey mapping. Through this training, you’ll gain the skills to foster a ‘learning and improving’ IT organization and enhance stakeholder value across your services.
ITIL® 4 Specialist: Drive Stakeholder Value
Industry-recognised certification training with BELLS
Course Overview
The ITIL® 4 Specialist: Drive Stakeholder Value (DSV) certification is an essential step toward achieving the ITIL 4 Managing Professional designation. It focuses on assessing a candidate’s ability to manage successful IT-enabled services and teams. This certification will provide you with a deep understanding of how agile and lean work processes impact IT service management and how to effectively leverage them to enhance service delivery and stakeholder satisfaction.
- Exam fee included
- 20 PDUs for self-paced learning
- 2 simulation exams
Skills You Will Acquire
- Multisupplier management
- CX (Customer Experience) and UX (User Experience) design
- Effective communication
- Relationship management
- Customer journey mapping
- SLA (Service Level Agreement) design
Who Should Take the Course?
The ITIL 4 Specialist: Drive Stakeholder Value certification is ideal for IT service managers working toward the ITIL Managing Professional (MP) designation. It is also well-suited for professionals in IT service management (ITSM) who focus on managing and integrating stakeholders, enhancing the customer journey and experience, and building relationships with partners and suppliers.
Pre-requisites
Learners should have an undergraduate degree or a high school diploma and must have passed the ITIL 4 Foundation examination.
What You Will Learn
- Definition, examples, and integration with value streams.
- Mastering the customer journey and touchpoints.
- Personas, design thinking, and leveraging behavioral psychology.
- Measuring and improving customer journeys across cultures.
- Understanding service consumers, internal/external factors, and risk assessments.
- Market segmentation and analyzing service consumers.
- Types of relationships, building trust, and managing collaboration.
- Managing suppliers, partners, and the service integrator role.
- Managing demand, capacity, and service improvement opportunities.
- Building business cases for service providers and consumers.
- Incorporating user stories, Agile practices, and lean thinking into service offerings.
- Designing for onboarding and pricing strategies.
- Ongoing service interactions, service desk operations, and intelligent disobedience.
- Feedback and nurturing user communities for ongoing service improvements.
- Realizing value in different settings, tracking performance and customer satisfaction.
- Reporting value realization and driving continual improvement.
Training Options & Course Fees
Self Paced Learning — starts from S$1040
- Lifetime access to high-quality self-paced eLearning content curated by industry experts
- Simulation test papers for self-assessment
- ITIL 4 Specialist: Drive Stakeholder Value exam voucher included
- 24×7 learner assistance and support
Corporate Training
Upskill or reskill your teams
- Flexible pricing & billing options
- Private cohorts available
- Training progress dashboards
- Skills assessment & benchmarking
- Platform integration capabilities
- Dedicated customer success manager
Speak to our course consultants for the latest schedule, fees and corporate pricing. Use the form on this page or WhatsApp us at +65 8087 0497.
Pre-requisites
- Singapore Citizens, Singapore permanent residents, and holders of Long-term Visit Pass plus (“LTVP+ Holders”) who are aged 21 years old and above
Overview
- Be the first student
- Language: English
- Duration: 10 weeks
- Skill level: Any level
- Lectures: 0
