ITIL® 4 Specialist: Drive Stakeholder Value (DSV) (ITIL4MPDS)

 

Course Overview

This 2.5 day training to become an ITIL 4 Specialist: Drive Stakeholder Value (DSV) is intended for all those with the ITIL 4 Foundation certificate who wish to delve deeper into ITIL 4 and its practices and to achieve the ITIL 4 Managing Professional Status.

You acquire the knowledge and application, all kinds of commitment and interaction between a service provider and its customers, users, suppliers and partners. In doing so, you will deepen your basic knowledge from the Foundation and treat the practices, processes and activities in the necessary depth and practical relevance. At the end of the training you will be able to pass the official exam and to align the services of your organisation profitably.

Moyens Pédagogiques :
  • Quiz pré-formation de vérification des connaissances (si applicable)
  • Réalisation de la formation par un formateur agréé par l’éditeur
  • Formation réalisable en présentiel ou en distanciel
  • Mise à disposition de labs distants/plateforme de lab pour chacun des participants (si applicable à la formation)
  • Distribution de supports de cours officiels en langue anglaise pour chacun des participants
    • Il est nécessaire d'avoir une connaissance de l'anglais technique écrit pour la compréhension des supports de cours
Moyens d'évaluation :
  • Quiz pré-formation de vérification des connaissances (si applicable)
  • Évaluations formatives pendant la formation, à travers les travaux pratiques réalisés sur les labs à l’issue de chaque module, QCM, mises en situation…
  • Complétion par chaque participant d’un questionnaire et/ou questionnaire de positionnement en amont et à l’issue de la formation pour validation de l’acquisition des compétences

Who should attend

You are in possession of the ITIL 4 Foundation certificate and would like to get to know ITIL 4 and its practices in more depth. You are aiming for the ITIL 4 Managing Professional Status.

Prerequisites

You are in possession of the ITIL 4 Foundation certificate.

Course Objectives

In this 2.5 day training you will learn an understanding of the concepts presented in the ITIL 4 publication Drive Stakeholder Values. This includes all types of engagement and interaction between a service provider and its customers, users, suppliers and partners.

The successful completion of the ITIL 4 Drive Stakeholder Value qualification is one of the prerequisites for achieving the ITIL 4 Managing Professional level, which proves the candidate's practical and technical knowledge of the use of successful, modern IT-enabled services, teams and workflows.

The ITIL 4 MP Drive Stakeholder Value Training is officially accredited and meets the requirements of the Official Accreditor of ITIL 4 (AXELOS). This gives you the guarantee that you will be taught all the key contents of ITIL 4.

After the training you want to have new skills and knowledge. You learn...

  • ...the optimisation of the added value of your services through consistent consideration and improvement of the customer journey
  • ...effectively manage/manage all stakeholder groups
  • ...build trustworthy relationships
  • ...shape customer demand
  • ...optimise user and customer experience
  • ...incorporate effective design thinking
  • ...integrate the on- and off-boarding of customers and users
  • ...incorporate lean, agile and DevOps working methods into your service management
  • ...maintain valuable relationships to ensure high customer satisfaction

Course Content

The training consists of different contents and aspects, which flow into each other. The training is based on the official syllabus.

  • 7 steps and mapping of a customer journey
  • Target markets and stakeholders
  • Stakeholder management
    • Managing stakeholders and partners
    • Developing customer relationships - concept of customers and users
  • Managing Demand
  • 3 basic types of service relationship types
  • Align and agree
  • Onboarding and Offboarding
  • Continual Value Co- Creation
  • Value realisation and validation
  • Lean Thinking Principles
  • 8 dimensions of a customer-facing culture
  • 5 principles of Design Thinking
  • DSV relevant practices

Prix & Delivery methods

Formation en ligne

Durée
2,5 jours

Prix
  • sur demande
Formation en salle équipée

Durée
2,5 jours

Prix
  • sur demande

Agenda

Délai d’accès – inscription possible jusqu’à la date de formation
Date garantie :   Fast Lane s’engage à mettre en œuvre les formations garanties quelque soit le nombre de participants, en dehors des cas de force majeurs ou d’événements exceptionnels, comme un accident ou un maladie de l’instructeur.
Instructor-led Online Training :   Cours en ligne avec instructeur

Anglais

Fuseau horaire : Heure d'été d'Europe centrale (HAEC)   ±1 heure

Formation en ligne Fuseau horaire : Heure normale d'Europe centrale (HNEC) garanti !
Délai d’accès – inscription possible jusqu’à la date de formation
Date garantie :   Fast Lane s’engage à mettre en œuvre les formations garanties quelque soit le nombre de participants, en dehors des cas de force majeurs ou d’événements exceptionnels, comme un accident ou un maladie de l’instructeur.

Europe

Allemagne

Cologne
Düsseldorf
Francfort/Main garanti !
Francfort/Main garanti !
Munich
Nuremberg
Stuttgart
Berlin
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