This course will take you on an amazing journey of co-creating value through services aimed at both customers and service
providers. This is will be your first step in getting ready for the ITIL® 4 DSV certification exam.
Get ready for the IT Service Management revolution. In this course, ITIL® 4 Specialist DSV: Getting Started, you’ll learn how to apply customer experience concepts into IT Service Management. First, you'll explore the customer journey and understand how to design it. Next, you’ll study how to target markets and stakeholders, and how to foster relationships with stakeholders. Finally, you’ll discover how to shape demand and define service offerings. When you’re finished with this course, you’ll have the skills and knowledge needed to start driving stakeholder value with ITIL® 4.
Course Overview Hi, everyone. My name is Frederico Aranha, but please call me Fred. Welcome to my course, ITIL 4 Specialist DSV: Getting Started. I am an accredited ITIL trainer and a certified ITIL 4 managing professional. Have you ever heard about concepts such as customer experience and/or customer journey? What about customer success? If you have not or if you still don't quite understand how such concepts can be employed by you and the organization you work for, this course is for you. Next‑generation IT service management based on ITIL 4 has on its core the customer journey, a structured approach that connects service providers, customers, and consumers and allows value co‑creation and realization. This course's main objective is to prepare you for the ITIL 4 Drive Stakeholder Value certification exam while teaching you intermediate‑level concepts and techniques based on the ITIL 4 Drive Stakeholder Value official publication, which is centered on seven different steps of a generic customer journey approach adapted for ITSM. Some of the major topics that we will cover include an introduction to the customer journey, how to target markets and stakeholders, creating and fostering stakeholder relationships, how to define service offerings, and how to align expectations and service details. By the end of the course, you'll be halfway through our ITIL 4 DSV certification learning path and a step closer of becoming an ITIL 4 Drive Stakeholder Value certified professional. From here, continue your learning by taking our next and last course in the ITIL 4 DSV learning path, Driving Stakeholder Value. I hope you will join me on this journey and get ready for the ITIL 4 DSV certification exam here, at Pluralsight.