ITIL® 4 Specialist: Drive Stakeholder Value (Online Training, Exam and eBook)
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Introduction to ITIL® 4 Drive Stakeholder Value

Introduction to ITIL®4 Specialist: Drive Stakeholder Value
PeopleCert Delegate Ebook Help
ITIL® 4 Drive Stakeholder Value - Downloads

ITIL® 4 DSV Candidate Syllabus V1.0
ITIL® 4 DSV Sample Paper 1 - Question Book V1.0
ITIL® 4 DSV Sample Paper 1 - Rationales V1.0
ITIL® 4 DSV Sample Paper 2 - Question Book v1.1
ITIL® 4 DSV Sample Paper 2 - Rationales v1.1
ITIL® 4 DSV Course Slides V1.1
1. How customer journeys are designed

Customer Journey Introduction
The concept of the customer journey
Mapping the Customer Journey
Designing the Customer Journey
Measuring and Improving the Customer Journey
2. EXPLORE - How to target markets and stakeholders

Explore Step - Introduction
Understanding Service Consumers and their needs
Understanding Service Providers and their offers
Understanding Markets
Targeting Markets
3. ENGAGE - How to foster stakeholder relationships

Engage - Communicating and Collaborating
Foster Stakeholder Relationships
Understanding Customer Needs
Relationship Management
Supplier Management
4. OFFER - How to shape demand and define service offerings

Managing Demand and Opportunities
Specifying and Managing Customer Requirements
Designing Digital Service Experiences
Selling and Procuring Service Offerings
Business Analysis
5. AGREE - How to align expectations and agree details of services

How to Align Expectations and Agree Details of Services
How to Negotiate and Agree Service Utility, Warranty and Experience
Service Level Management
6. ONBOARD - How to onboard and offboard customers and users

Relating with Users and Fostering Relationships
Elevating Mutual Capabilities
Planning Onboarding
User Engagement and Delivery Channels
Service Catalogue Management
Service Desk
7. CO-CREATE - How to act together to ensure continual value co-creation (service consumption / provisioning)

Co-Create Service Mindset
Service Mindset for the Service Provider
Service Mindset for the Service Consumer
How Users Request Services
When Things Go Wrong
Service Request Management
8. REALIZE VALUE - How to realize and validate service value

Realize Value
Portfolio Management

Measuring and Improving the Customer Journey

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