Learning Objectives ITIL® 4 Specialist: Drive Stakeholder Value (DSV)

The ITIL® 4 Specialist: Drive Stakeholder Value(DSV) module is designed to equip individuals with the knowledge and skills required to effectively engage stakeholders, shape consumer demand, and deliver value-driven services. The principal objectives of the ITIL® 4 Specialist: Drive Stakeholder Value(DSV) course are as follows

• Understand the Scope and Objectives of DSV: Gain a thorough understanding of the module's intent and scope. Understand the fundamental concepts, principles, and practises of stakeholder engagement, customer journey, service relationships, and customer experience management. 

• Stakeholder Identification and Analysis: Learn how to identify and assess IT service management stakeholders. Recognize their requirements, expectations, and impact on service delivery. Gain an understanding of techniques for effective communication and stakeholder engagement. 

• Customer Journey Mapping: Explore the numerous phases of the consumer voyage. Learn how to map and analyse the customer journey in order to determine touchpoints, pain points, and opportunities for improvement. To increase customer satisfaction, one must comprehend how to align service delivery with the customer's voyage. 

• Demand Management and Shaping: Comprehend the concepts and methods associated with demand management and shaping. Learn to analyse and influence customer demand, align service offerings with customer requirements, and develop strategies to meet customer expectations. 

• Service Relationships and Collaboration: Develop an understanding of the management of service relationships with consumers, suppliers, and other stakeholders. Learn how to establish, maintain, and manage productive relationships to facilitate the creation of mutual value and collaboration. 

• Customer Experience Management: Recognize the value of the client experience in service delivery. Learn how to measure and monitor the customer experience, collect customer feedback, and implement initiatives to improve customer satisfaction and loyalty. 

• Service Level Agreements (SLAs) and Service Catalogs: Examine the use of SLAs and service catalogues to define and manage consumer expectations. Learn how to create and negotiate SLAs, define service offerings in service catalogues, and align them with customer requirements. 

• Communication and Influencing Skills: Develop effective communication and persuasion skills in order to engage stakeholders, manage expectations, and drive the co-creation of value. Recognize the significance of communication channels, methods, and techniques for fostering collaboration and establishing trust. 

• Measurement and Metrics: Acquire an understanding of the measurement and metrics associated with stakeholder engagement, customer experience, and service value. Learn how to define meaningful metrics, establish measurement frameworks, and use data to drive decision-making and improvement initiatives. 

• Prepare for the DSV Exam: The ITIL® 4 Specialist: Drive Stakeholder Value(DSV) module is designed to prepare students for the ITIL® 4 Specialist: Drive Stakeholder Value(DSV) exam. The alignment of the learning objectives with the exam requirements ensures that individuals are endowed with the necessary knowledge and skills to pass the examination.