What you will learn.
The ITIL 4 Specialist DSV module focuses on engaging and interacting with customers, users and other stakeholders. It covers the full arc from understanding customer needs through to ongoing relationship management and value demonstration.
At course completion, students will be able to:
- Map and optimise the customer journey in IT services
- Apply stakeholder engagement and relationship management techniques
- Design targeted service offerings for different customer segments
- Manage demand and capacity in alignment with customer needs
- Apply onboarding and offboarding best practices
- Communicate IT service value to business stakeholders
- Measure and improve customer satisfaction and experience
- Prepare for the ITIL 4 Specialist DSV examination