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ITIL® 4 Specialist: Drive Stakeholder Value

The ITIL® 4 Specialist: Drive Stakeholder Value course teaches effective service relationships and supports ITIL® 4 Managing Professional qualification. It guides organizations in enhancing service interactions and communications for modern IT services.

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    What is the Goal of the ITIL4 Specialist DSV Course?

    The ITIL 4 Drive Stakeholder Value (DSV) aims to guide stakeholders through the principles and practices of co-creating value through services.

    The ITIL 4 Drive Stakeholder Value examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of ITIL 4 to all types of engagement and interaction between a service provider and their customers, users, suppliers, and partners

    ITIL 4 Specialist: Drive Stakeholder Value will provide you with the skills and knowledge to:

    • Effectively manage stakeholders and target them with the right service offerings and value propositions
    • Ensure that value co-creation is the goal for all value streams
    • Establish consumers and producers as multi-dependent, ensuring that value is always mutually agreed, upon and requirements are prioritized
    • Keep customers front-of-mind and adopt a service mindset
    • Integrate Human Centred Design, Customer Experience (CX), User Experience (UX) design, and customer journey mapping to deliver services that delight
    • Build trusted relationships with stakeholders and develop effective and timely communications

    Who Needs ITIL 4 DSV Certification?

    • This specialist module is for IT professionals who are responsible for managing and interfacing with stakeholders and fostering relationships to gain value realization.
    • DSV is beneficial to those who design or manage customer journeys and experiences and manage customer demands and expectations.

    ITIL 4 Specialist: Drive Stakeholder Value Online Training

    • 5 Days
    • Exam Simulation
    • Group Activity (Break-out Session) after each lesson
    • Practice Test
    • Access to additional References – Glossary/ Recommended Reading/ Syllabus
    • The material language will be English

    ITIL 4 Specialist DSV Exam Prerequisite

    • ITIL® Foundation Certificate in IT Service Management OR ITIL® 4 Managing Professional Transition Certificate
    • Training through an Accredited Training Organisation

    Exam Format

    • Single/ Multiple Choice Questions
    • Exam duration: 90 minutes
    • No. of questions: 40 questions
    • Pass Score: 70% (get 28 questions correct)
    • Closed book

    Course Inclusions

    Introduction
    • Introduction
    • Service Relationship
    • Customer Journey
    Customer Journey
    • Concept of the customer journey
    • Designing and improving customer journeys
    Customer Journey Step 1 : Explore
    • Targeting Markets
    • Understanding markets
    • Understanding service providers and their offers
    • Understanding service consumers and their needs
    Customer Journey Step 2 : Engage
    • Managing Suppliers and partners
    • Building service relationship
    • Understanding service relationships types
    • Communicating and collaboration
    Customer Journey Step 3 : Offer
    • Selling and obtaining service offerings
    • Designing service offerings and user experiences
    • Specifying and managing customer requirements
    • Managing demand and opportunities
    Customer Journey Step 4 : Agree
    • Negotiating and agreeing service
    • Agreeing and planning value co-creation
    Customer Journey Step 5 : Onboard
    • Offboarding customers and users
    • Elevating mutual capabilities
    • Enbaling users for service
    • Providing user engagement and delivery channels
    • Relating with users and fostering relationships
    • Planning onboarding
    Customer Journey Step 6 : Co-Create
    • Nurturing user communities
    • Ongoing service interactions
    • Fostering a service mindset
    Customer Journey Step 7 : Realize
    • Realizing value for the service provider
    • Evaluating value realization and improving customer journey
    • Assessing and reporting value realization
    • Tracking value realization
    • Realizing value in different settings
    ITIL 4 Practices
    • Relationship Management Practice
    • Supplier Management Practice
    • Business Analysis Practice
    • Service Level Management Practice
    • Service Catalog Management Practice
    • Service Desk Practice
    • Service Request Management Practice
    • Portfolio Management Practice
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