This ITIL 4 DSV course gives an overview of all types of engagement and interaction between a service provider and their clients, users, suppliers, and partners.
Training at your location, our location or remotely
Ref. ITO
3d - 21h
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This ITIL 4 DSV course gives an overview of all types of engagement and interaction between a service provider and their clients, users, suppliers, and partners.
Teaching objectives
At the end of the training, the participant will be able to:
Foster stakeholder relationships
Act together to ensure continual value co-creation
Prepare for and take the ITIL 4 Specialist DSV certification exam
Intended audience
Chief information officers, production heads, managers or any IT professionals involved in service management.
Prerequisites
Be ITIL® 4 Foundation certified.
Course schedule
Step 1: Explore
Service consumers and their needs.
Service providers and their offerings.
Markets.
Targeting markets.
Assessing the potential compliance of service providers.
Customer journey (concepts, ties to value streams, customer journey mapping).
Designing a customer journey, improving the customer journey.
Step 2: Engage
Communicate, collaborate, and mutual understanding.
Different types of service relationships.
Contributing to supplier relations and partners.
Managing relationships and suppliers.
Step 3: Offer
Managing demands and opportunities.
Specifying and managing customer requirements.
Designing service offerings and user experience.
Selling and obtaining service offerings.
Business analysis.
Step 4: Agree
Designing and planning value co-creation.
Negotiating and agreeing on a service.
Service level manager.
Getting specialists (legal, purchasing, etc.) involved for contracts.
Step 5: Onboard
Planning the onboarding.
Establishing user relationships and promoting them.
Developing user engagement and delivery channels.
Activating users for the service.
Improving mutual capabilities.
Offboarding clients and users.
Service catalog management. Service centre.
Step 6: Co-create
Fostering a service mindset.
Routine service interactions.
Maintaining user communities.
Handling service requests.
Step 7: Realize
Tracking value creation.
Assessing and reporting on value creation.
Assessing value creation and improving customer journeys.
Portfolio management.
Preparing for and taking the ITIL® 4 DSV exam
Review of the ITIL® 4 DSV program.
Questions/answers between participant and trainer.
Mock exam and group correction. Tips for the exam.
Exam
The exam is multiple-choice: 40 questions in 90 minutes (113 minutes if English is not the candidate’s native language) If at least 70% of the answers are correct (28 right answers), the exam is passed.
Certification
The certification exam is given in French. Training delivered in French.
This course involves active, participatory learning. ITIL® concepts are explained, illustrated through feedback, and enhanced with group discussions.
Customer reviews
4,5 / 5
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Dates and locations
Select your location or opt for the remote class then choose your date.
Remote class
No session at the moment, we invite you to consult the schedule of distance classes.
3d
- 21h00 
