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- Level: Intermediate
- Duration: 03h 12m 26s
- Release date: 2021-06-09
- Author: Frederico Aranha
- Provider: Pluralsight
ITIL® 4 Specialist DSV: Driving Stakeholder Value
Description
Content
Learn how to onboard costumers, co-create, and realize value by applying ITIL® 4 into IT Service Management based on the customer journey methodology. This course will prepare you for the ITIL® 4 DSV certification exam.
- Course Overview02m
- Course Overview02m
- Developing Customer and Users Onboard and Offboard Plans01h 18m
- Course and Module Overview05m
- Heating the Engines for the Onboard Step04m
- Planning Onboarding08m
- Onboarding Actions07m
- Onboarding Control04m
- Relating to Users and Fostering Relationships05m
- Fostering Relationship with Individual Consumers08m
- Providing User Engagement and Delivery Channels06m
- Omnichannel Challenges09m
- Enabling Users for Services07m
- Improving Parties Capabilities06m
- Offboarding Customers and Users02m
- Customer Offboarding05m
- User Offboarding02m
- Ensuring Value Co-creation54m
- Module Overview03m
- Heating the Engines for the Co-creation Step03m
- Fostering a Service Mindset02m
- Service Mindset for Service Provision08m
- Service Mindset for Service Consumption03m
- Ongoing Service Interactions07m
- Service Requests05m
- Service Desk Interactions03m
- Incidents and Dissatisfaction07m
- Customer and User Feedback06m
- Nurturing User Communities07m
- Explaining How to Realize and Validate Service Value57m
- Module Overview03m
- Heating the Engines for the Realize Step06m
- Realizing Service Value in Different Settings06m
- Tracking Value Realization06m
- Tracking Experience and Satisfaction08m
- Assessing and Reporting Value Realization04m
- Evaluating Value Realization and Improving Customer Journeys07m
- Realizing Value for the Service Provider05m
- Profit and Portfolio Management06m
- Course Summary06m
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