Duration 3 days – 21 hrs
Overview
The ITIL 4 Specialist: Drive Stakeholder Value (DSV) training course is designed to equip participants with the knowledge and skills to manage and improve relationships with stakeholders, including customers, users, suppliers, and partners. The course covers the principles and practices needed to effectively engage stakeholders, enhance customer satisfaction, and deliver value through IT services.
Objectives
- Design customer journeys
- Foster stakeholder relationships
- Shape demand and define service offerings
- Onboard and offboard customers and users
- Act together to ensure continual value co-creation (service consumption/provisioning)
- Realize and validate service value
- Understand the key concepts of driving stakeholder value and customer experience.
- Learn how to effectively manage stakeholders and foster strong relationships.
- Gain insights into customer journeys and experience.
- Develop skills in designing and implementing service offerings to meet stakeholder needs.
- Master techniques for effective stakeholder engagement and communication.
- Learn how to drive value co-creation through collaboration and partnerships.
Audience
- Anyone interested in learning MS Project for effective project management
- IT Service Managers: Professionals responsible for managing IT services and ensuring they meet stakeholder expectations.
- Service Desk Managers and Staff: Individuals involved in day-to-day interactions with customers and users, looking to enhance their engagement skills.
- Customer Relationship Managers: Professionals who manage relationships with clients and want to improve their service offerings and satisfaction levels.
- IT Consultants: Advisors who help organizations improve their IT service management practices and stakeholder relationships.
- Business Relationship Managers: Those responsible for maintaining and improving the relationship between IT and the business.
- Project Managers: Professionals overseeing IT projects and needing to manage multiple stakeholders effectively.
- Service Delivery Managers: Individuals who ensure that services are delivered as promised and meet the needs of stakeholders.
- Product Managers: Those responsible for developing and managing IT products and services and looking to align them with stakeholder expectations.
- IT Professionals Seeking to Upskill: Individuals aiming to enhance their skills in stakeholder engagement and value delivery.
- ITIL Practitioners: Professionals who have foundational knowledge of ITIL and want to specialize in driving stakeholder value within their organizations.
Pre-requisites
- ITIL 4 Foundation Certification: Participants must have completed the ITIL 4 Foundation course and hold the certification.
- Basic Understanding of IT Service Management: Familiarity with key ITSM concepts and practices.
- Experience in IT Service Management Roles: Practical experience in roles such as service management, customer relationship management, or service delivery is beneficial.
Course Content
The Customer Journey
- The Customer Journey Definition
- The Customer Journey Example
- Customer Journeys and Value Streams
- Mastering the Customer Journey
- Stakeholder Aspirations
- Touchpoints and Service Interactions
- Mapping the Customer Journey
- Personas
- The Customer Experience
- Design the Customer Journey
- Design Thinking
- Leveraging Behavioral Psychology
- Design for Different Cultures
- Measure and Improve the Customer Journey
Targeting Markets and Stakeholders
- Importance of Service Needs
- Service Consumers and Their Needs
- External Factors
- Internal Factors
- SWOT Analysis
- Service Objectives and Opportunities
- Risk Assessment
- Service Providers and Their Offerings
- Markets
- Characteristic-Based Market Segmentation
- Need-Based Market Segmentation
- Identify and Analyze Service Consumers
- Targeting Markets
- Targeted Marketing
Fostering Stakeholder Relationships
- Stakeholder Relationships
- Communication and Collaboration
- Listening Modes
- Service Relationship Types
- Basic Relationship
- Cooperative Relationship
- Partnership
- Build Service Relationships
- Service Relationship Ladder Step One
- Service Catalog
- Customer Relationship Management
- Service Relationship Ladder Step Two
- The Three Cs of Trustworthiness
- Service Relationship Ladder Step Three
- Service Relationship Ladder Step Four
- Experience and Preferences
- Service Relationship Ladder Step Five
- Assessing Mutual Readiness and Maturity
- Assessing Readiness for Collaboration
- The Service Relationship Management Practice
- Managing Suppliers and Partners
- Service Integrator Activities
- The Supplier Management Practice
- The Supplier Management Practice Success Factors
Shape Demand and Define Service Offerings
- Managing Demand and Opportunities
- Optimizing Capacity
- Shaping or Smoothing Demand
- Service Improvement Opportunities
- Building the Customer Business Case
- Areas of Conflict and Uncertainty
- Conflicting Priorities and Needs
- Building Service Provider Business Case
- Business Analysis
- Roles and Responsibilities Examples
- Managing Requirements
- Separating the Problem from the Solution
- Minimum Viable Product
- User Stories and Story Mapping
- Articulate Requirements
- The MoSCow Method
- Weighted Shortest Job First
- Service Offerings and User Experience
- Lean Thinking
- Aspects of Agile
- Aspects of Agile Continuous Delivery
- Service Blueprint
- Designing for Onboarding
- Selling and Obtaining Service Offerings
- Pricing Options
- Internal and External Sales
- Business Analysis Practice
Align Expectations and Agree Services
- Aligning Expectations
- Value Co-Creation
- Service Interaction Method
- Example of Service Interaction Method
- Inherent and Assigned Characteristics of Services
- Service Consumer Needs and Agreements
- Negotiate and Agree to Services
- Warranty
- Experience
- Negotiate and Agree on Terms and Conditions
- The Service Level Management Practice
- Shared View of Target Service Levels with Customers
- Service Quality Aspects
- The Organization with the Defined Service Levels
- Service Reviews and Improvement Opportunities
Onboard and Offboard Customers and Users
- Onboarding Service Customers
- Planning Onboarding
- Relating with Users and Fostering Relationships
- Fostering Relationships with Corporate Users
- Fostering Relationships with Individual Consumers Part One
- Fostering Relationships with Individual Consumers Part Two
- User Engagement and Delivery Channels
- Choice and Design Affecting Trends
- Omnichannel Communication Challenges Part One
- Omnichannel Communication Challenges Part Two
- Enable Users for Service
- Service Catalog and Service Desk
- Elevate User Capabilities
- Elevate Service Provider Capabilities
- Onboarding Goals
- Onboarding Scope
- Onboarding Initiatives Start and End
- Onboarding Customers and Users Onboarding Actions
- User Onboarding
- Onboarding Control
- Reviewing Onboarding Control
- Offboarding Customers and Users
- Customer Offboarding
- User Offboarding
- Service Transition Onboarding and Offboarding
- Service Catalog Management Practice
- Service Desk Practice
- User Satisfaction
- Service Desk Practice Success Factors
- Communication Channels Challenges and Solutions
- Effective Integration of Communication Channels
Continual Value Co-Creation
- Value Co-Creation
- Service Mindset for Service Provision and Consumption – Part One
- Service Mindset for Service Provision and Consumption – Part Two
- Services with Invisible Users
- Ongoing Service Interactions
- Service Interactions Based on Architecture
- Service Requests
- Service Desk Interactions
- Moments of Truth
- Intelligent Disobedience
- Customer and User Feedback
- Nurturing User Communities
- Super users
- Service Request Management Practice
- Service Request Management Practice – Success Factors
Service Value Realization
- Value Realization
- Realizing Service Value in Different Settings Part One
- Realizing Service Value in Different Settings Part Two
- Tracking Value Realization
- Tracking Performance Output and Outcome
- Value Driver Framework Model
- Service Profit Chain
- Tracking Experience and Satisfaction
- Ways to Monitor Customer Experience
- Tracking Service Usage
- Assessing and Reporting Value Realization
- Two Levels of Assessing and Reporting Value Realization
- Evaluating Value Realization and Improving Customer Journeys
- Sources of Continual Improvement
- Tracking Assessing and Evaluating Outcomes
- Charging
- Billing
- Portfolio Management Practice
- Portfolio Management Practice – Success Factors
