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ITIL® 4 Specialist: Drive Stakeholder Value DSV
IT Service ManagementThis course equips professionals with advanced skills to optimise stakeholder relationships and drive business value through IT services.
See Related CourseWhat you'll learn
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Understand customer journey concepts and mapping techniques.
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Learn market targeting and segmentation strategies.
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Develop stakeholder engagement and relationship-building skills.
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Shape demand and define service offerings effectively.
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Align stakeholder expectations and negotiate service details.
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Master onboarding/offboarding processes for users.
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Foster a service mindset and nurture user communities.
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Realise and validate service value through tracking and improvement.
This course includes
tv16h On-demand Video
Skills you will gain
- Customer Journey Design
- Market Targeting and Stakeholder Engagement
- Demand Shaping and Service Offering Definition
- Alignment of Expectations and Service Agreement
- Onboarding and Offboarding Management
Prerequisites
- Prior experience in customer relationship management or handling customer interactions can facilitate understanding customer journey design and stakeholder engagement processes.
- Strong communication skills, including listening, negotiation, and conflict resolution, are essential for effective stakeholder engagement and relationship management.
- Understanding stakeholder roles and responsibilities, as well as basic principles of stakeholder engagement, will be beneficial.
- Familiarity with project management principles, such as project planning, execution, and evaluation, may aid in understanding service value realisation and continual improvement processes.
8 sections
25 Activities
8
17
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Understand how customer journeys are designed
1h 58m 11s
Fill in the blanks
0m 0s
Find the words
0m 0s
Let's Play game
0m 0s
Know How to Target Markets and Stakeholders
1h 6m 59s
State True/False
0m 0s
Read & Learn
0m 0s
Define in your words
0m 0s
How to Foster Stakeholder Relationships?
1h 17m 29s
Multiple Choice Questions
0m 0s
Engagement Hub: The Interactive Information Wall Experience
0m 0s
Choose the Correct Images
0m 0s
How to Shape Demand and Define Service Offerings?
1h 17m 9s
Choose the correct answer
0m 0s
Decoding Demand: Separating Facts from Myths in Service Offerings
0m 0s
Read & Learn: Defining Service Offerings
0m 0s
How to Align Expectations and Agree Details of Services?
31m 32s
Crossword Challenge
0m 0s
Write key steps to align expectations and agree on service
0m 0s
Drag the words
0m 0s
How to Onboard and Offboard Customers and Users?
1h 20m 6s
Give answer in One word
0m 0s
Solve the quiz
0m 0s
Know How to Act Together to Ensure Continual Value Co-creation
30m 29s
Evaluating Value Realizstion and Improving Customer Journey
28m 33s
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