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
Kok Hin Wong –
Trainer able to provide practical local examples. It will be good to able to give global examples to get a broader perspective. The pre-reading materials are encouraged to be provided 1 month in advance prior to the course to allow candidates to have enough time to skim through. It will be good to see a hybrid training approach i.e., a combination of physical and virtual during the duration of the training.
Kevin He –
The trainer provided well structure learning on the course and explained with a lot of good examples which I am able to understand all the contents easily. It would be perfect if more sample questions are provided.
Lavakusan Ganeson –
The topics of the course are great as it mainly covers my current role! Time is the only concern for me. Please have more time / extended session for interactive session to understand the new terminology and processes.
AYLWYN SELVANADAN PAKIANATHAM –
Course structure is good and I recommend trainer to provide more descriptions and samples in class and make it more simple.
Tejinder Kaur Didar Singh –
Trainer’s delivery of the content is excellent, because it is also substantiated with real life examples which helps us to relate. The only thing is it would be better if we have the sessions face to face in the office!
Sivananada Subramaniam –
Course material is good, I like the relation between the term used in the note with current workspace. I think speed of the important topic will need to be slowed down, so we will have better understanding.
Waldev Singh –
The pace was good and the trainer – Jan being able to relate to real scenario to bring out better understanding. I think trainer can give more practice questions in class. Overall, it was a very engaging session and it was fun.
Daljit Singh Gajit Singh –
The duration and speed was excellent. If you there is one thing to change about this course, it would be have more 2-3 mins breaks in between. Looking forward for more courses with Jan-Willem.
Salahuddin Alhadjri –
The interaction and examples to translate abstract topics to practical day to day examples are what I like most about the course. It would be great if trainer ensure all participants to on their camera and engage more. Enjoyed the training days very much.
Reena Sharma –
The pace throughout the training was perfect. Examples given was relatable to real time scenarios within BAT. I think the course need to have coffee breaks in between to ensure continuous focus. The trainer for this session was excellent !
Joseline Lee –
The flow on how the course been conducted was good, and those given examples had provide me a better understanding.