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Understanding ITIL 4 Drive Stakeholder Value (DSV)
4 Sections
8 Lessons
1 Quiz
10 Weeks
Curriculum
4 Sections
8 Lessons
10 Weeks
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Section 1: Foundations of Drive Stakeholder Value
2 Items
1.1
Course Overview & Learning Objectives
1.2
Mapping the Customer Journey from First Contact to Ongoing Use
Section 2: Building and Sustaining Stakeholder Relationships
2 Items
2.1
Fostering Trust Between Providers, Customers and Users
2.2
Shaping Demand and Designing Service Offerings Together
Section 3: Engaging Customers Through the Service Relationship
2 Items
3.1
Aligning Expectations and Onboarding New Customers and Users
3.2
Co-Creating Value Through Ongoing Engagement
Section 4: Measuring and Improving the Stakeholder Experience
3 Items
4.1
Gathering and Acting on Customer and User Feedback
4.2
Supporting Offboarding and Sustaining Long-Term Value
4.3
Module Check: Drive Stakeholder Value
6 Questions
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