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  • Description
  • Content
  • Target Audience
  • Benefits
  • Certificates

This course is ideal for anyone who wants to gain a firm grasp of 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.

 

To follow this course you need to have passed ITIL V4 Foundation.

 


 

The ITIL® courses on this site are offered by ITSM CENTER d.o.o. ATO / Branch of AXELOS Limited. ITIL® is a registered trademark of AXELOS Limited. All rights reserved.

  • Relationship management 
  • Portfolio management 
  • Service request management 
  • Supplier management 
  • Business analysis 
  • Service level management 
  • Service catalog management 
  • Service Desk 

This course is aimed at IT service management practitioners who are seeking to obtain the ITIL Managing Professional (MP) designation, and/or responsible for the operation of IT-enabled and digital services and for end-to-end support and delivery.

 

 

Roles include: 

 

  • Customer/User Experience (UX) Managers/Designers
  • Account Managers
  • Service Delivery Managers
  • Service Level Managers, Enterprise/Service and Solution Architects
  • Business Analysts
  • Project Managers
  • Portfolio Managers
  • Supplier Relationship Managers
  • Vendor Managers
  • Contract Managers

Learn the ways to design and improve customer journeys

 

  • Learn the characteristics of markets 
  • Learn marketing activities and techniques 
  • Learn how to describe customer needs as well as internal and external factors that affect these 
  • Learn how to identify service providers and explain their value propositions 
  • Learn how to analyze customer needs 
  • Learn about and how to use communication and collaboration activities and techniques 
  • Learn how to plan for value creation 
  • Learn how to negotiate and agree service utility, warranty, and experience 
  • Learn different approaches to mutually elevate customer, user, and service provider capabilities 
  • Learn how to prepare onboarding and off-boarding plans 
  • Learn how to develop user engagement and delivery channels 
  • Learn how users can request services 
  • Learn the methods for encouraging and managing customer and user feedback 
  • Learn how to foster a service mindset (attitude, behavior, and culture) 
  • Learn methods for measuring service usage and customer and user experience and satisfaction 
  • Learn the different types of reporting of service outcome and performance

The price includes an official exam that is taken on the last day of the training.

Description

This course is ideal for anyone who wants to gain a firm grasp of 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.

 

To follow this course you need to have passed ITIL V4 Foundation.

 


 

The ITIL® courses on this site are offered by ITSM CENTER d.o.o. ATO / Branch of AXELOS Limited. ITIL® is a registered trademark of AXELOS Limited. All rights reserved.

Content
  • Relationship management 
  • Portfolio management 
  • Service request management 
  • Supplier management 
  • Business analysis 
  • Service level management 
  • Service catalog management 
  • Service Desk 
Target Audience

This course is aimed at IT service management practitioners who are seeking to obtain the ITIL Managing Professional (MP) designation, and/or responsible for the operation of IT-enabled and digital services and for end-to-end support and delivery.

 

 

Roles include: 

 

  • Customer/User Experience (UX) Managers/Designers
  • Account Managers
  • Service Delivery Managers
  • Service Level Managers, Enterprise/Service and Solution Architects
  • Business Analysts
  • Project Managers
  • Portfolio Managers
  • Supplier Relationship Managers
  • Vendor Managers
  • Contract Managers
Benefits

Learn the ways to design and improve customer journeys

 

  • Learn the characteristics of markets 
  • Learn marketing activities and techniques 
  • Learn how to describe customer needs as well as internal and external factors that affect these 
  • Learn how to identify service providers and explain their value propositions 
  • Learn how to analyze customer needs 
  • Learn about and how to use communication and collaboration activities and techniques 
  • Learn how to plan for value creation 
  • Learn how to negotiate and agree service utility, warranty, and experience 
  • Learn different approaches to mutually elevate customer, user, and service provider capabilities 
  • Learn how to prepare onboarding and off-boarding plans 
  • Learn how to develop user engagement and delivery channels 
  • Learn how users can request services 
  • Learn the methods for encouraging and managing customer and user feedback 
  • Learn how to foster a service mindset (attitude, behavior, and culture) 
  • Learn methods for measuring service usage and customer and user experience and satisfaction 
  • Learn the different types of reporting of service outcome and performance
Certificates

The price includes an official exam that is taken on the last day of the training.

Past experiences

What people say about us

  • - Marko Krstevski Microsoft .NET Academy

    Seeking to expand my knowledge, I decided to enroll in Semos Education, where I am gaining the necessary knowledge and experience.

  • - Teodor Markovski Student

    The desire to become a Cloud architect led me to Semos Education. I am thrilled by the positive experiences of former students and the way in which the instructors and Career Center take care of the students.

  • - Viktorija Georgieva Summer Mentorship Program for Python Develope

    The reputation of Semos Education for quality training and the opportunity to learn from experienced instructors played an additional significant role in my decision.

  • - Borche Peltekovski Accredited Academy for Graphic Design

    After completing my studies at Semos Education, I envision myself working in a technology company, such as Samsung, Apple, or a company of similar caliber.

Meet the instructors

  • Vele Pavlovski  

    Microsoft Certified Trainer

    ISTQB Certified Trainer

    Software Architect @Semos Cloud

     

    14+ years of experience