Understand how customer journeys are designedUnderstand the conceptDesigning the journeyStep 1 – ExploreUnderstanding service consumersUnderstanding service providersUnderstanding marketsTarget marketsStep 2 – EngageCommunicating and collaboratingUnderstand service relationshipBuilding service relationshipManaging suppliers and partnersStep 3 – OfferManaging demandsSpecifying customer requirementsDesigning service offeringSelling and obtaining offeringsStep 4 – AgreePlanning value co-creationNegotiating and agreeing serviceStep 5 – OnboardPlanning onboardingFostering user relationshipsProviding user channelsEnabling users for serviceElevating mutual capabilitiesOff-boarding customers and usersStep 6 – Co-createFostering a service mindsetOn-going service interactionsNurturing user committeesStep 7 – RealiseRealising service valueTracking value realisationAssessing and reporting valueEvaluating value realisationRealising value for the service providerIncluded practices:Supplier managementRelationship managementBusiness analysisService level managementService Catalogue managementService DeskService request managementPortfolio management.

On completion of this course, the following learning outcomes will be achieved:Understand customer journeysTarget markets and foster stakeholder relationshipsShape demand and define service offeringsAlign expectations and agree details of servicesOnboard and off-board customers and usersAct together to ensure continual value co-creationRealise and validate service value.

The target audience for this course and qualification are:Individuals continuing their journey in service managementITSM managers and aspiring ITSM managersITSM practitioners who are responsible for managing and integrating stakeholdersExisting ITIL qualification holders wishing to develop their knowledge.

Course duration:

4 days, 9am – 5pm

We offer flexible learning options (online, instructor-led, hybrid) to fit your learning style

Certifications

Meet your Trainers

Lionel Seaw

Principal Consultant Sapience Consulting

Lionel Seaw

Principal Consultant Sapience Consulting

ITIL®4 Specialist: Drive Stakeholder Value

Q: CPD and Expiry of ITIL Certifications

PeopleCert’s Continuous Professional Development ProgrammeAll participants with PeopleCert Global Best Practise certification can renew (within 3 years of their original certification dates) and keep your certification current through PeopleCert Continuous Development Programme.Find Out More

Synopsis

Take what was established as THE best practice guidance of IT Service Management – then make it better. ITIL4 will help businesses navigate the new technological era, commonly known as the Fourth Industrial Revolution.

The ITIL4 Specialist: Drive Stakeholder Value (DSV) course helps ITSM practitioners assimilate further into the emerging practices of ITIL4 – specifically in the areas of guiding stakeholders, whether they are customers or service providers, through the principles and practices of co-creating value through services.

This interactive course is essential to the development of the modern day technologist and ITSM practitioner and leader in modern IT organisations seeking innovation and delivering full value to the business.

Successfully obtaining 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.

This course may be eligible for PMI’s PDUs.

Outlines

- - Understand how customer journeys are designed
    - Understand the concept
    - Designing the journey
  - Step 1 – Explore
    - Understanding service consumers
    - Understanding service providers
    - Understanding markets
    - Target markets
  - Step 2 – Engage
    - Communicating and collaborating
    - Understand service relationship
    - Building service relationship
    - Managing suppliers and partners
  - Step 3 – Offer
    - Managing demands
    - Specifying customer requirements
    - Designing service offering
    - Selling and obtaining offerings
  - Step 4 – Agree
    - Planning value co-creation
    - Negotiating and agreeing service
  - Step 5 – Onboard
    - Planning onboarding
    - Fostering user relationships
    - Providing user channels
    - Enabling users for service
    - Elevating mutual capabilities
    - Off-boarding customers and users
  - Step 6 – Co-create
    - Fostering a service mindset
    - On-going service interactions
    - Nurturing user committees
  - Step 7 – Realise
    - Realising service value
    - Tracking value realisation
    - Assessing and reporting value
    - Evaluating value realisation
    - Realising value for the service provider
  - Included practices:
  - - Supplier management
    - Relationship management
    - Business analysis
    - Service level management
    - Service Catalogue management
    - Service Desk
    - Service request management
    - Portfolio management.

Objectives

On completion of this course, the following learning outcomes will be achieved:

Understand customer journeys
Target markets and foster stakeholder relationships
Shape demand and define service offerings
Align expectations and agree details of services
Onboard and off-board customers and users
Act together to ensure continual value co-creation
Realise and validate service value.

Audiences

The target audience for this course and qualification are:

Individuals continuing their journey in service management
ITSM managers and aspiring ITSM managers
ITSM practitioners who are responsible for managing and integrating stakeholders
Existing ITIL qualification holders wishing to develop their knowledge.

Certification and Exam Info

Participants who successfully complete the course and pass the examination included in the course will be recognised as certified with ITIL®4 Specialist: Drive Stakeholder Value under the AXELOS certification scheme.

EXAMINATION FORMAT

40 Multiple Choice Questions
1 mark per correct answer
28 marks required to pass (out of 40 available) – 70%
90 minutes duration
Closed-book.

Pre-requisites

Candidates must already have achieved ITIL4 Foundation certification to qualify to sit the examination.

CPD and Expiry of ITIL Certifications

PeopleCert’s Continuous Professional Development Programme

All participants with PeopleCert Global Best Practise certification can renew (within 3 years of their original certification dates) and keep your certification current through PeopleCert Continuous Development Programme.

Find Out More

Funding Available

SSG Funding

Please visit our SkillsFuture Singapore (SSG) Funding page for full details.

Terms and conditions apply.

PSEA Funding

Please visit our IBF STS programme page for full details. PSEA page for more info.

Terms and conditions apply.

SkillsFuture Credit

Please visit our SkillsFuture Credit page for full details.

Terms and conditions apply.

Supported by UTAP

NTUC members can use the Union Training Assistance Programme (UTAP) to partially cover the cost of their training.
Visit our UTAP page for more info.

Terms and conditions apply.