ITIL® Specialist: Drive Stakeholder Value (DSV)
This 16-hour course is aimed at ITSM practitioners responsible for managing and integrating stakeholders, those that focus on customer journey and experience, and those that are responsible for developing relationships with partners and suppliers.
This course covers all types of engagement and interaction between a service provider and its customers, users, suppliers and partners.
Learners attending this course, acquire knowledge and understanding of:
- Conversion of demand into value via IT enabled services
- Key topics such as SLA design, multi-supplier management, communication, relationship management, customer experience (CX) and user experience UX design and customer journey mapping
- Tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape
ServiceDesk Academy uses PeopleCert accredited training material for all the ITIL Managing Professional modules, as it is mandatory to enable full understanding of the core material.
Pre-requisite: Must have passed ITIL 4 Foundation
Certification: On Passing Exam you become, ITIL® Specialist: Drive Stakeholder Value