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ITIL 4 Specialist: Drive Stakeholder Value Course + Exam
Course Introduction
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Course Introduction
Exam information
Module Summary
An introduction to Drive Stakeholder Value
Introduction to Drive Stakeholder Value
The importance of engagement
Key Concepts of Drive Stakeholder Value (DSV)
Module Summary
An introduction to the Customer Journey
Customer Journey Introduction
Stakeholder aspirations
Touch points and Service Interactions
Mapping the Customer Journey
Designing the customer Journey
Measuring and improving the customer journey
Module Summary
Customer Journey: Step 1 - Explore
Introduction to the explore step
Understanding Service consumers and their needs
Understanding the Service providers and their offerings
Understanding markets
Targeting markets
Module Summary
Customer Journey: Step 2 - Engage
Introduction to the Engage Step
Communicating and collaborating
Understanding service relationship types
Building Service Relationships
Managing suppliers and partners
Module Summary
Customer Journey: Step 3 - Offer
Introduction to the offer step
Managing demand and opportunities
Specifying and managing customer requirements
Designing service offerings and user experience
Selling and obtaining service offerings
Module Summary
Customer Journey: Step 4 - Agree
Introduction to the agree step
Agreeing and planning value co-creation
Negotiating and agreeing a service
Module Summary
Customer Journey: Step 5 - Onboard
Introduction to the onboard/offboard step
Planning onboarding
Relating to users and fostering relationships
Providing user engagement and delivery channels
Enabling users for services
Elevating mutual capabilities
Off boarding customers and users
Module Summary
Customer Journey: Step 6 - Co-Create
Introduction to the co-create step
Fostering a Service Mindset
Ongoing service interactions
Nurturing user communities
Module summary
Customer Journey: Step 7 - Realize
Introduction to the realize step
Realizing service value in different settings
Tracking value realization
Assessing and reporting value realization
Evaluating value realization and improving customer journeys
Realizing value for the service provider
Module summary
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