ITIL® 4 Specialist: Drive Stakeholder Value provides guidance on establishing, maintaining, and developing effective service relationships. It leads organizations on a service journey in their service provider and consumer roles, supporting effective interaction and communication. It is one of four ITIL 4 publications, which build on the concepts introduced in ITIL 4 Foundation. Each of these publications focuses on a different aspect of service management.
The ITIL Driving Stakeholder Value course provides participants with a deep understanding of the customer journey. Service value is always co-created by users, customers, sponsors, service providers, and any other parties involved in the service. To drive stakeholder value, all stakeholders must contribute to the co-creation of service value throughout the customer journey. The ultimate purpose of the customer journey is to create service value; this is the optimal balance of service outcome, resources, and risk.
Customer journeys are important sources for customer experience (CX). Customer experience is the sum of the functional and emotional interactions with a service and service provider as perceived by a customer.
The customer journey can be broken into seven steps:
- Explore – Understand Markets and Stakeholders
- Engage – Foster Relationships
- Offer – Shape Demand and Service Offerings
- Agree – Align Expectations and Agree Services
- Onboard – Get Onboard or Leave the Journey
- Co-create – Provide and Consume
- Realize – Capture Value and Improve
The ITIL Driving Stakeholder Value course covers all these seven steps in-dept and provides participants with the necessary information to pass the ITIL 4 DSV examination
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. More information about the transition between ITIL 3 and ITIL 4 is available at our Ultimate ITIL 4 FAQ