ITIL® 4 Specialist DSV: Driving Stakeholder Value
Learn how to onboard costumers, co-create, and realize value by applying ITIL® 4 into IT Service Management based on the customer journey methodology. This course will prepare you for the ITIL® 4 DSV certification exam. PeopleCert requires all providers to sell exam vouchers and a voucher for a Digital Core Guidance eBook (where applicable) with any associated content or certification prep. As a result, Pluralsight offers this training as an add-on only which includes this learning path, certification prep content, practice exams where applicable, an e-book voucher where applicable, and one exam voucher per add-on license.
What you'll learn
Finish your studies and become eligible for the ITIL® 4 DSV certification. In this course, ITIL® 4 Specialist DSV: Driving Stakeholder Value, you’ll learn how to effectively onboard, co-create, and realize value with stakeholders by applying ITIL® 4. First, you'll explore onboarding best practices based on the costumer journey methodology. Next, you’ll discover how to co-create value with stakeholders by fostering a service mindset and nurturing user communities. Finally, you’ll learn how to realize value in different settings. When you’re finished with this course, you’ll have the skills and knowledge needed to take the ITIL® 4 DSV certification exam.
Table of contents
- Course and Module Overview 5m
- Heating the Engines for the Onboard Step 4m
- Planning Onboarding 8m
- Onboarding Actions 7m
- Onboarding Control 4m
- Relating to Users and Fostering Relationships 5m
- Fostering Relationship with Individual Consumers 8m
- Providing User Engagement and Delivery Channels 6m
- Omnichannel Challenges 9m
- Enabling Users for Services 7m
- Improving Parties Capabilities 6m
- Offboarding Customers and Users 2m
- Customer Offboarding 5m
- User Offboarding 2m
- Module Overview 3m
- Heating the Engines for the Co-creation Step 3m
- Fostering a Service Mindset 2m
- Service Mindset for Service Provision 8m
- Service Mindset for Service Consumption 3m
- Ongoing Service Interactions 7m
- Service Requests 5m
- Service Desk Interactions 3m
- Incidents and Dissatisfaction 7m
- Customer and User Feedback 6m
- Nurturing User Communities 7m
- Module Overview 3m
- Heating the Engines for the Realize Step 6m
- Realizing Service Value in Different Settings 6m
- Tracking Value Realization 6m
- Tracking Experience and Satisfaction 8m
- Assessing and Reporting Value Realization 4m
- Evaluating Value Realization and Improving Customer Journeys 7m
- Realizing Value for the Service Provider 5m
- Profit and Portfolio Management 6m
- Course Summary 6m
About the author
Frederico had extensive experience in professional education, consulting, program management, innovation projects and new businesses development. He is certified as a PMP, ITIL Expert, Scrum Master, Product Owner, Scrum Trainer and instructor accredited by Axelos/PEOPLECERT. Frederico's specialties are: management training, online education, project management, new businesses development, risk management, systems development, Lean Startup, BMG, quality management, IT services and strateg... more
