Upcoming DSV - Drive Stakeholder Value Training
| Training | Dates | Times | Duration | Location | |
|---|---|---|---|---|---|
| Live Virtual | 23 & 24 November 2024 | 9:30 AM - 5:30 PM (IST) | 16 Hours | Any City |
OVERVIEW
The Drive Stakeholder Value (DSV) course is one of five courses required to achieve Managing Professional (MP) designation.
This course is ideal for anyone who wants to grasp 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
COURSE OUTLINE
Module 1: Customer Journey
Module 2: Customer Journey Step 1: Explore
Module 3: Customer Journey Step 2: Engage
Module 4: Customer Journey Step 3: Offer
Module 5: Customer Journey Step 4: Agree
Module 6: Customer Journey Step 5: On-board
Module 7: Customer Journey Step 6: Co-create
Module 8: Customer Journey Step 7: Realize
BENEFIT
As ITSM now includes consumers and producers together in multi-dependent workflows and systems, this module is focused on helping practitioners increase stakeholder satisfaction via the best service offerings; something that is essential to business success in today’s highly competitive landscape.
- Gain the skills to facilitate co-creation of value throughout the customer journey
- Facilitate stakeholder management, optimize customer experience while managing costs, risks
- Immersive learning with real-world simulations, case studies, auto-graded assessments, more
- Ensuring high satisfaction levels
- Using human-centered design when designing services
- The customer experience (CX) and user experience (UX) design to optimize customer experience
- Communication – influencing stakeholders, encouraging collaboration and transparency
WHO SHOULD ATTEND
This course is aimed at individuals in management and service management roles who have a responsibility for the above-noted practices as well as individuals who want to acquire the Managing Professional (MP) designation.
Roles include:
- Software Engineer/Developer
- Systems Engineer
- Service Delivery Manager
- DevOps Manager/Specialist
- Solution Architect
- Infrastructure Engineer
- IT Service Management Professional
- Release and Deployment Manager
EXAM
DSV Certification Information
- Exam type: Closed Book
- Exam Duration: 90 minutes
- Questions: 40 (Multiple Choice Questions)
- Passing Criteria: 65% a raw score of 26 marks or above
REQUEST FOR CALLBACK
Related COURSES
- MPT - Managing Professional Transition
- CDS - Create, Deliver and Support
- DPI - Direct, Plan and Improve
- HVIT - High Velocity IT
- DITS - Digital and IT Strategy
- ITIL® V4 Foundation
- ITIL® 4 Practitioner: Service Desk
- ITIL® 4 Practitioner: Problem Management
- ITIL® 4 Practitioner: Service Request Management
- ITIL® 4 Practitioner: Monitoring and Event Management
- ITIL® 4 Practitioner: Incident Management
- ITIL® 4 Specialist: Monitor, Support and Fulfil
TRAINER
Mr. Alkesh Mishra is PeopleCert, APMG, EXIN and IGC accredited Trainer with over 22 years’ experience in IT infrastructure service delivery, operations management, remote project/program management and consulting. Works as freelance trainer for various companies based in India and overseas. Excellent communication, presentation and negotiation skill with appropriate audience at all levels. Almost every training batch has rated training delivery at 4.5+ on the scale of 1 to 5.
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