ITIL® 4: Drive Stakeholder Value (DSV) Certification

Service Management Certifications

ITIL® 4 Specialist: Drive Stakeholder Value Certification

ITIL® 4 Specialist: Drive Stakeholder Value (DSV) qualification is intended to provide the candidate with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers and partners, including key CX, UX and journey mapping concepts.

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Accredited & flexible ITIL 4 DSV training

This module provides the practical skills necessary to create a ‘learning and improving’ IT organization, with a strong and effective strategic direction.

The ITIL 4 Specialist: Drive Stakeholder Value module is for IT professionals who foster relationships with stakeholders to co-create value. Drive Stakeholder Value benefits anyone who manages customer journeys, experiences, or expectations.

The course will help you to:

  • Effectively manage key stakeholders
  • Build trusted relationships
  • Shape customer demand
  • Embed effective design thinking
  • Optimize user experience and customer experience.

ITIL® DSV Course Overview

This module covers all types of engagement and interaction between a service provider and their customers, users, suppliers and partners. It focuses on the conversion of demand into value via IT enabled services.

The module covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more.

It will provide candidates with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape.

Course Overview

  • Course accredited by EXIN
  • 4 days live virtual sessions with accredited trainers for online live learning + Lifetime access to E-learning
  • Certification exam included
  • High-quality E-learning material for self-paced learning
  • E-learning access includes quizzes and mock exams
  • Doubt clearance sessions included
  • Effectively manage key stakeholders
  • Build trusted relationships
  • Shape customer demand
  • Embed effective design thinking
  • Optimize user experience and customer experience.

Course Curriculum

Target Audience

The target group consists of all professionals and organizations involved in delivering value to customers through the development, delivery, operation and/or promotion of services. The ITIL 4 Drive Stakeholder Value course is intended develop the 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. The ITIL 4 Drive Stakeholder Value qualification is one of the pre-requisites for the designation of ITIL 4 Managing Professional which assesses the candidates practical and technical knowledge about how to run successful, modern, IT-enabled services, teams and workflows.

Pre-requisites

ITIL 4 Foundation certification is a pre-requisite for ITIL4 Drive Stakeholder Value Training & Certification

Certification Examination Details

  • No. of questions: 40 
  • Pass mark: 70% (28 out of 40) 
  • Exam Institute: Peoplecert 
  • Exam structure: Objective testing format (4 answer options each question)
  • Exam duration: 90 Minutes
  • Open book/notes: No
  • Negative Marking: No

Course Content

1. Customer Journeys

  • Understand the concept of the customer journey
  • Understand the ways of designing and improving customer journeys

2. Target Markets and Stakeholders

  • Understand the characteristics of markets
  • Understand marketing activities and techniques
  • Know how to describe customer needs and internal and external factors that affect these
  • Know how to identify service providers and explain their value propositions

3. Foster Stakeholder Relationships

  • Understand the concepts of mutual readiness and maturity
  • Understand the different supplier and partner relationship types, and how these are managed
  • Know how to develop customer relationships
  • Know how to analyse customer needs
  • Know how to use communication and collaboration activities and techniques
  • Know how the relationship management practice can be applied to enable and contribute to fostering relationships
  • Know how the supplier management practice can be applied to enable and contribute to supplier and partner relationships management

4. Shape Demand and Define Service Offerings

  • Understand methods for designing digital service experiences based on value-driven, data-driven and user-centred service design
  • Understand approaches for selling and obtaining service offerings
  • Know how to capture, influence and manage demand and opportunities
  • Know how to collect, specify and prioritise requirements from a diverse range of stakeholders
  • Know how the business analysis practice can be applied to enable and contribute to requirement management and service design

5. Align Expectations and Agree Details of Services

  • Know how to plan for value co-creation
  • Know how to negotiate and agree service utility, warranty and experience
  • Know how the service level management practice can be applied to enable and contribute to service expectation management

6. Onboard and Offboard Customers and Users

  • Understand key transition, onboarding and offboarding activities
  • Understand the ways of relating with users and fostering user relationships
  • Understand how users are authorized and entitled to services
  • Understand different approaches to mutual elevation of customer, user and service provider capabilities
  • Know how to prepare onboarding and offboarding plans
  • Know how to develop user engagement and delivery channels 
  • Know how the service catalogue management practice can be applied to enable and contribute to offering user services
  • Know how the service desk practice can be applied to enable and contribute to user engagement

7. Act Together to Ensure Continual Value Co-creation

  • Understand how users can request services
  • Understand methods for triaging of user requests
  • Understand the concept of user communities
  • Understand methods for encouraging and managing customer and user feedback
  • Know how to foster a service mindset (attitude, behaviour and culture)
  • Know how to use different approaches to provision of user services
  • Know how to seize and deal with customer and user ‘moments of truth’
  • Know how the service request management practice can be applied to enable and contribute to service usage

8. Realize and Validate Service Value

  • Understand methods for measuring service usage and customer and user experience and satisfaction
  • Understand methods to track and monitor service value (outcome, risk, cost and resources)
  • Understand different types of reporting of service outcome and performance
  • Understand charging mechanisms
  • Know how to validate service value
  • Know how to evaluate and improve the customer journey
  • Know how the portfolio management practice can be applied to enable and contribute to service value realization

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Learning Options

Self-Paced Learning
  • Lifetime access to high-quality self-paced eLearning content curated by industry experts
  • 40 Hours of Self-Paced Videos, Quizzes and Practice Exams
  • Certification exam voucher included
  • 24x7 learner assistance and support
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Online Live Sessions
  • Lifetime access to high-quality self-paced eLearning content curated by industry experts
  • Two Days of Online Live Public Training Sessions
  • Certification exam voucher included
  • 24x7 learner assistance and support
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Group Sessions
  • Lifetime access to high-quality self-paced eLearning content curated by industry experts
  • Two Days of Online Live OR Classroom Private Training Sessions
  • Certification exam voucher included
  • 24x7 learner assistance and support
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