ITIL®4 Specialist: Drive Stakeholder Value (DSV)
About this Course?
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. ITIL4 Specialist Drive Stakeholder Value is aimed at practitioners responsible for managing and integrating stakeholders, those that focus on customer journey and experience, and those that are responsible for fostering relationships with partners and suppliers. Accredited training for the ITIL 4 Managing Professional modules is mandatory to enable full understanding of the core material.
Who is this course aimed at?
- Organizations hoping to adopt ITIL 4 DSV’s best practices
- ITIL practitioners looking to expand their knowledge of the ITIL 4 methodology
- ITIL 4 students hoping to become certified ‘ITIL Experts’
- IT managers in charge of overseeing relationships between IT teams and stakeholders, as well as customers and clients
- ITIL 4 students looking to complete the ITIL 4 Specialist branch of modules
What will you learn by taking this course?
- Service level agreement (SLA) design
- Multiple-supplier management, communication management, and relationship management
- How to design customer and user experiences (CX and UX) and customer journey mapping
- How to drive stakeholder value, one of the most central aspects of creating, maintaining and improving IT-enabled products and services
- Everything needed to pass the official ITIL 4 DSV exam
He has over 25 years of experience in creating value for organizations of all sizes. His expertise & experience in delivering training & consulting solutions can help your organization succeed faster with lesser risks.
Section ; 1 An Introduction to ITIL 4 Specialist: DSV
This opening module addresses the course rationale and provides an overview of ITIL 4 DSV. Students will also be introduced to the subject matter experts who will be helping them along.
A lesson plan will be outlined, and students will be provided with exam information, FAQs, refresher exercises for ITIL 4 Foundation, a toolkit, diagram pack, skills self-audit form, workbook, glossary and a list of further resources.
Section ; 2 – Global Best Practice
This section shows learners how to identify key principles for ITIL DSV.
Section : 3 – The Customer Journey
This section goes over how to identify stakeholder aspirations, map customer journeys, identify touch points and service interactions, design customer journeys and measure and improve customer journeys.
Section ; 4 – Explore
This section teaches students how to identify service consumers and providers, along with their needs. Students will also learn how to describe and target markets.
Section ; 5 – Engage
By the end of this section, students will be able to describe how to communicate and collaborate, build service relationships and manage suppliers and partners, as well as define service relationship types.
Section ; 6 – Offer
This section describes how to do a number of tasks, including managing demand and opportunities, specifying and managing customer requirements, designing service offerings and user experiences, and selling and obtaining service offerings.
Section ; 7 – Agree
By the end of this section, students will be able to describe how to agree and plan value co-creation, along with how to negotiate and agree on services.
Section ; 8- Onboard
This section will show students how to describe several activities in the on boarding process, including how to relate to users and foster relationships, provide user engage and delivery channels, enable users for service, elevate mutual capabilities and off board customers and users.
Section ; 9 – Practice Exams
This section features one official practice exam to help students prepare for the official ITIL Specialist: Drive Stakeholder Value examination.
Section ; 10- Course Wrap-Up
This section wraps up the rest of the course, providing students with knowledge checks to ensure they have absorbed the subject matter in preparation for the exam
Section ; 11- Brochure
This course is designed to prepare students to sit and pass the ITIL Specialist: Drive Stakeholder Value examination. In order to sit the exam, students must satisfy one of the following criteria:
- ITIL® 4 Foundation
- ITIL® v3 Intermediate (+ 17 credits)
This course comes with a FREE exam voucher and is eligible for exam pledge (a free resit on us!) – That’s how confident we are that you’ll pass first time!
Before booking your exam, it will be a good idea to make sure that your device meets the technical requirements. You can do so via this online test. This test will examine the suitability of your webcam, microphone and internet connection. Please visit the PeopleCert website for more information and guidance.
ITIL 4 Specialist: DSV exam:
- This is a multiple choice ‘Objective Test Question’ (OTQ) exam consisting of 40 questions
- There is a time limit of 90 minutes to complete the exam
- The exam is closed book, with only the provided materials being permitted for use
- The pass mark for the exam is 70%: you must get 28 out of 40 questions correct
- In countries where English is a second language, the time allocated for the exam is extended to 113 minutes
You will be tested on:
- How to target markets and stakeholders
- How to foster stakeholder relationships
- How to shape demand and define service offerings
- How to align expectations and agree details of services
- How to onboard and offboard customers and users
- How to act together to ensure continual value co-creation (service consumption / provisioning)
- How to realise and validate service value
Online Exam Detail
What is ITSM?
ITSM stands for ‘IT Service Management’: using policies, procedures, and best practices to optimize IT services for clients and employees.
What is ITIL 4?
ITIL 4 is the latest iteration of ITIL, the world’s leading framework for ITSM. It offers a series of best practices to help IT-powered organizations design, develop, and continually improve their IT services.
What does the ITIL certification path look like?
Students start with ‘ITIL Foundation’. Passing the Foundation exam then enables them to choose modules in the ‘ITIL Managing Professional’ or ‘ITIL Strategic Leader’ streams.After passing all intermediate modules, students can then move on to the rank of ‘ITIL Master’.
How does ITIL work?
ITIL provides users with a set of best practices for creating optimized IT services. It establishes cultures of continuous improvement, ensuring that users can enjoy long term benefits with IT services continually aligned with business goals and strategies.It also aims for resource optimization and looks to continually improve essential processes.
How can ITIL benefit businesses?
ITIL 4 is a modernized framework that fully-equips users to optimize their IT practices. It creates cultures of continuous improvement, enabling organizations to deliver top-quality IT products and services whilst also continually reviewing their own processes. ITIL 4 is also highly adaptable, not only making it future-proof but also allowing users to combine it with other popular methodologies such as DevOps.
What’s new with ITIL 4?
AXELOS is a joint venture company behind a variety of highly popular best practice frameworks, including ITIL 4, PRINCE2, MSP, and AgileSHIFT.
What other frameworks can complement ITIL?
ITIL 4 can be integrated with several other frameworks, including Agile, DevOps, and Lean. Some practitioners even use it alongside PRINCE2.
Acknowledgment: ITIL® is a [registered] trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.