ITIL® 4 Specialist: Drive Stakeholder Value
ITIL 4 DSV Course Introduction
1 Topic
ITIL 4 DSV Course Introduction
ITIL 4 DSV Module 1: Customer Journey
3 Topics
ITIL 4_DSV_Mod 1 T01_Mapping the Customer Journey
ITIL 4_DSV_Mod 1 T02_Designing the Customer Journey
ITIL 4_DSV_Mod 1 T03_Measuring and Improving the Customer Journey
ITIL 4 DSV Module 2: Customer Journey Step 1: Explore
3 Topics
ITIL 4_DSV_Mod 2 T01_Understanding Service Consumers
ITIL 4_DSV_Mod 2 T02_Understanding Service Providers
ITIL 4_DSV_Mod 2 T03_Understanding and Targeting Markets
ITIL 4 DSV Module 3: Customer Journey Step 2: Engage
5 Topics
ITIL 4_DSV_Mod 3 T01_Service Relationship Types
ITIL 4_DSV_Mod 3 T02_Building Service Relationships
ITIL 4_DSV_Mod 3 T03_Building and Sustaining Trust and Relationships
ITIL 4_DSV_Mod 3 T04_Analyzing Customer Needs
ITIL 4_DSV_Mod 3 T05_Managing Suppliers and Partners
ITIL 4 DSV Module 4: Customer Journey Step 3: Offer
4 Topics
ITIL 4_DSV_Mod 4 T01_Managing Demand and Opportunities
ITIL 4_DSV_Mod 4 T02_Specifying and Managing Customer Requirements
ITIL 4_DSV_Mod 4 T03_Designing Service Offerings and User Experience
ITIL 4_DSV_Mod 4 T04_Selling and Obtaining Service Offerings
ITIL 4 DSV Module 5: Customer Journey Step 4: Agree
2 Topics
ITIL 4_DSV_Mod 5 T01_Agreeing and Planning Value Co-creation
ITIL 4_DSV_Mod 5 T02_Negotiating and Agreeing a Service
ITIL 4 DSV Module 6: Customer Journey Step 5: Onboard
6 Topics
ITIL 4_DSV_Mod 6 T01_Planning Onboarding
ITIL 4_DSV_Mod 6 T02_Fostering Relationships with Users
ITIL 4_DSV_Mod 6 T03_Providing User Engagement and Delivery Channels
ITIL 4_DSV_Mod 6 T04_Enabling Users for Service
ITIL 4_DSV_Mod 6 T05_Elevating Mutual Capabilities
ITIL 4_DSV_Mod 6 T06_Offboarding
ITIL 4 DSV Module 7: Customer Journey Step 6: Co-create
3 Topics
ITIL 4_DSV_Mod 7 T01_Service Mindset
ITIL 4_DSV_Mod 7 T02_Ongoing Service Interactions
ITIL 4_DSV_Mod 7 T03_Nurturing User Communities
ITIL 4 DSV Module 8: Customer Journey Step 7: Realize
4 Topics
ITIL 4_DSV_Mod 8 T01_Tracking Value Realization
ITIL 4_DSV_Mod 8 T02_Assessing and Reporting Value Realization
ITIL 4_DSV_Mod 8 T03_Evaluating Value Realization and Improving Customer Journeys
ITIL 4_DSV_Mod 8 T04_Realizing value for the service provider
ITIL 4 DSV Additional Components
1 Topic
ITIL 4 DSV Additional Components
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ITIL 4 DSV Course Introduction
ITIL® 4 Specialist: Drive Stakeholder Value
ITIL 4 DSV Course Introduction
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ITIL 4 DSV Course Introduction
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