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This course is ideal for anyone who wants to gain a firm grasp of the various types of interactions between a service provider and their customers, users, suppliers, and partners. The core concept behind DSV is to provide an understanding of how to convert demand into value through IT-enabled services. The course covers key topics like service level-agreement design, multi-supplier management, relationship management, customer and user experience design, customer journey mapping, and more. Individuals can expect to walk away with the tools required to drive user engagement and boost internal and external stakeholder satisfaction. The DSV course focuses on these key ITIL 4 practices:
Understand how customer journeys are designed:
Understand how to target markets and stakeholders:
Understand how to foster stakeholder relationships:
Understand how to align expectations and agree upon details of service:
Understand how to onboard and off-board customers and users:
Understand how to act together to ensure continual value co-creation (service consumption/provisioning):
Understand how to realize and validate service value:
This course is aimed at IT service management practitioners who are seeking to obtain the ITIL Managing Professional (MP) designation, and/or responsible for the operation of IT-enabled and digital services and for end-to-end support and delivery.
For this course you are required to have successfully attained your ITIL 4 Foundation certificate.
You will need to provide us with a copy of your certificate upon registration in order to be admitted into this course.
Please take a look at our ITIL V4 Foundation training.