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Description
Content
Intendent To
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.

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

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

Content

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

Intendent To

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.