ITIL 4 Specialist: Drive Stakeholder Value Course by Simplilearn: Fee, Duration, How to Apply

Quick Facts

particular	details
Medium of instructions English	Mode of learning Self study, Virtual Classroom	Mode of Delivery Video and Text Based

Course overview

The ITIL 4 Specialist: DSV course includes the engagement as well as interactions between service providers, which consists of customers, users, suppliers, and partners. The certification course also includes key concepts of Journey Mapping, Customer Experience (CX) and User Experience (UX). Candidates will be equipped with the essential skills needed to create a ‘learning and improving’ IT organisation focused on the conversion of demand into value via IT-enabled services.

This course is mandatory for ITIL Managing Professional Designations – specially designed to assess candidates on how to run IT-enabled services and teams. The course also includes 20 PDUs and two simulation exams.

An online programme, ITIL 4 Specialist: DSV course has been conceptualised and designed by experts with rich experience. The course consists of self-paced training, specially designed keeping in mind the individual learners and corporate training- designed for different organizations. The self-paced learning model gives learners a lifetime access to the course content.

Course and certificate fees

Fees information

₹ 39,870 ₹56,999

Students have to pay the required course fee, depending on the training option, to complete the admission process. Check out the fee details in the table below:

ITIL 4 Specialist DSV Course Fee Details

Training Options	Fee
Self-Paced Learning	Rs. 39,870

certificate availability

Yes

certificate providing authority

Simplilearn

Who it is for

The ITIL 4 Specialist DSV certification course is perfectly suited for professionals who work in various IT service management profiles. These include –

ITSM Practitioners
IT Service Managers

Eligibility criteria

Education

To be eligible for the ITIL 4 Specialist: DSV course training, students must attend the accredited training course that has been designed for ITIL 4 DSV specialist. Apart from this, candidates also need to clear ITIL 4 Foundation examination to enrol for ITIL 4 Specialist: DSV course.

What you will learn

Designing skills

Learn how to effectively manage your relationship with multiple suppliers.
Learn how to establish and nurture the links between an organisation and its stakeholders at strategic and tactical levels via identification, analysis, and continual improvement of relationships with and between all stakeholders.
Learn how to ensure excellent Customer Experience (CX) and User Experience (UX) design and create a competitive advantage.
Learn how to create a customer journey map using a visual representation of customer interactions with the brand.
Learn how to communicate effectively across communication systems and communication channels to improve customer service.
Study different options for designing appropriate SLA frameworks for an organization using ITIL practices.

The syllabus

Course Introduction

Course introduction

The Customer Journey

The Customer Journey
The Customer Journey Definition
The Customer Journey Example
Customer Journeys and Value Streams
Mastering the Customer Journey
Stakeholder Aspirations
Touchpoints and Service Interactions
Mapping the Customer Journey
Personas
The Customer Experience
Design the Customer Journey
Design Thinking
Leveraging Behavioural Psychology
Design for Different Cultures
Measure and Improve the Customer Journey
Key Takeaways

Targeting Markets and Stakeholders

Targeting Markets and Stakeholders
Importance of Service Needs
Service Consumers and Their Needs
External Factors
Internal Factors
SWOT Analysis
Service Objectives and Opportunities
Risk Assessment
Service Providers and Their Offerings
Markets
Characteristic-Based Market Segmentation
Need-Based Market Segmentation
Identify and Analyze Service Consumers
Targeting Markets
Targeted Marketing
Key Takeaways

Fostering Stakeholder Relationships

Fostering Stakeholder Relationships
Stakeholder Relationships
Communication and Collaboration
Listening Modes
Service Relationship Types
Basic Relationship
Cooperative Relationship
Partnership
Build Service Relationships
Service Relationship Ladder - Step One
Service Catalogue
Customer Relationship Management
Service Relationship Ladder - Step Two
The Three Cs of Trustworthiness
Service Relationship Ladder - Step Three
Service Relationship Ladder - Step Four
Experience and Preferences
Service Relationship Ladder - Step Five
Assessing Mutual Readiness and Maturity
Assessing Readiness for Collaboration
The Service Relationship Management Practice
Managing Suppliers and Partners
Service Integrator Activities
The Supplier Management Practice
The Supplier Management Practice Success Factors
Key Takeaways

Shape Demand and Define Service Offerings

Shape Demand and Define Service Offerings
Managing Demand and Opportunities
Optimizing Capacity
Shaping or Smoothing Demand
Service Improvement Opportunities
Building the Customer Business Case
Areas of Conflict and Uncertainty
Conflicting Priorities and Needs
Building Service Provider Business Case
Business Analysis
Roles and Responsibilities - Examples
Managing Requirements
Separating the Problem from the Solution
Minimum Viable Product
User Stories and Story Mapping
Articulate Requirements
The MoSCow Method
Weighted Shortest Job First
Service Offerings and User Experience
Lean Thinking
Aspects of Agile
Aspects of Agile Continuous Delivery
Service Blueprint
Designing for Onboarding
Selling and Obtaining Service Offerings
Pricing Options
Internal and External Sales
Business Analysis Practice
Key Takeaways

Align Expectations and Agree Services

Align Expectations and Agree on Services
Aligning Expectations
Value Co-Creation
Service Interaction Method
Example of Service Interaction Method
Inherent and Assigned Characteristics of Services
Service Consumer Needs and Agreements
Negotiate and Agree to Services
Warranty
Experience
Negotiate and Agree on Terms and Conditions
The Service Level Management Practice
Shared View of Target Service Levels with Customers
Service Quality Aspects
The Organization with the Defined Service Levels
Service Reviews and Improvement Opportunities
Key Takeaways

Onboard and Offboard Customers and Users

Onboard and Offboard Customers and Users
Onboarding Service Customers
Planning Onboarding
Relating with Users and Fostering Relationships
Fostering Relationships with Corporate Users
Fostering Relationships with Individual Consumers - Part One
Fostering Relationships with Individual Consumers - Part Two
User Engagement and Delivery Channels
Choice and Design Affecting Trends
Omnichannel Communication Challenges - Part One
Omnichannel Communication Challenges - Part Two
Enable Users for Service
Service Catalogue and Service Desk
Elevate User Capabilities
Elevate Service Provider Capabilities
Onboarding Goals
Onboarding Scope
Onboarding Initiatives Start and End
Onboarding Customers and Users Onboarding Actions
User Onboarding
Onboarding Control
Reviewing Onboarding Control
Offboarding Customers and Users
Customer Offboarding
User Offboarding
Service Transition Onboarding and Offboarding
Service Catalogue Management Practice
Service Desk Practice
User Satisfaction
Service Desk Practice Success Factors
Communication Channels - -Challenges and Solutions
Effective Integration of Communication Channels
Key Takeaways

Continual Value Co-Creation

Continual Value Co-Creation
Value Co-Creation
Service Mindset for Service Provision and Consumption - Part One
Service Mindset for Service Provision and Consumption - Part Two
Services with Invisible Users
Ongoing Service Interactions
Service Interactions Based on Architecture
Service Requests
Service Desk Interactions
Moments of Truth
Intelligent Disobedience
Customer and User Feedback
Nurturing User Communities
Super users
Service Request Management Practice
Service Request Management Practice - Success Factors
Key Takeaways

Service Value Realization

Service Value Realization
Value Realization
Realizing Service Value in Different Settings - Part One
Realizing Service Value in Different Settings - Part Two
Tracking Value Realization
Tracking Performance Output and Outcome
Value Driver Framework Model
Service Profit Chain
Tracking Experience and Satisfaction
Ways to Monitor Customer Experience
Tracking Service Usage
Assessing and Reporting Value Realization
Two Levels of Assessing and Reporting Value Realization
Evaluating Value Realization and Improving Customer Journeys
Sources of Continual Improvement
Tracking Assessing and Evaluating Outcomes
Charging
Billing
Portfolio Management Practice
Portfolio Management Practice - Success Factors
Key Takeaways

Admission details

To enrol for the course, you need to follow the instructions below:

Step 1: Visit https://www.simplilearn.com/itil-specialist-drive-stakeholder-value-certification-course

Step 2: Click on the Enrol Now button. You will go to a new page

Step 3: Apply the coupon code if available or else click ‘Proceed

Step 4: Fill in your details, pay the fee and your application process is complete.

Evaluation process

ITIL 4 Specialist DSV certification exam - A simulation test based on the contents of the course.

Candidates need to appear for the ITIL 4 Specialist DSV Specialist certification exam and score at least = 70% in the exam to be certified by Simplilearn.

FAQs

Do students need to meet any prerequisites for the course?

To enrol for the course, students need to clear the ITIL 4 Foundation examination AND also attend the accredited training course.

How long is the ITIL 4 Specialist DSV certificate valid for?

The ITIL 4 Specialist DSV certificate is not subject to expiration.

What is the ITIL 4 Specialist DSV certification course?

The ITIL 4 Specialist DSV certification is one of the five prerequisite courses for the ITIL 4 Managing Professional designation. The training covers engagement and interactions between service providers and customers, users, suppliers, and partners, including key CX, UX, and journey mapping concepts.

How long is the ITIL 4 Specialist: DSV certification exam?

The ITIL 4 Specialist: DSV exam is 90 minutes in duration and contains 40 objective type questions.

How can I become a certified ITIL 4 Specialist: DSV?

To become an ITIL 4 Specialist DSV, you need to complete ITIL 4 Specialist DSV certification course and Score at least 70% marks in the ITIL 4 Specialist: DSV Certification exam.