ITIL® 4 DSV- Drive Stakeholder Value Course with Exam Voucher
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.
- eLearning
- Course Level: Advanced
- Exam Voucher: Included
ITIL® 4 DSV- Drive Stakeholder Value Course with Exam Voucher
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.
Course Overview
The ITIL 4 Specialist: Drive Stakeholder Value (DSV) course is designed to provide IT practitioners with an understanding of the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape. This course covers key topics such as SLA design, multi-supplier management, communication, relationship management, Customer Experience (CX) and User Experience (UX) design, customer journey mapping, and more.
This three-day course covers all types of engagement and interaction between a service provider and its customers, users, suppliers, and partners. It leads organizations on a service journey in their service provider and consumer roles, supporting effective interaction and communication.
The ITIL 4 DSV module is part of the ITIL 4 Managing Professional (MP) stream, which provides practical and technical knowledge about how to run successful IT-enabled services, teams, and workflows.
This course also includes a copy of the ITIL DSV Handbook, containing practical material for reference back in the workplace.
Target Audience
IT practitioners involved in service management, customer relationship management, and stakeholder engagement roles.
Professionals aiming to enhance their skills in SLA design, multi-supplier management, communication, relationship management, CX and UX design, and customer journey mapping.
Individuals seeking to understand the tools and techniques for increasing stakeholder satisfaction and improving business success.
Professionals pursuing the ITIL 4 Managing Professional (MP) stream for practical and technical knowledge in running successful IT-enabled services, teams, and workflows.
Prerequisite
Learning Objectives
The purpose of the ITIL 4 DSV module is to provide candidates with an understanding of:
- How customer journeys are designed
- 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 cocreation (service consumption/provisioning)
- How to realise and validate service value
Course Modules
Module 1: Understand how customer journeys are designed
Module 2: Know how to target markets and stakeholders
Module 3: Know how to foster stakeholder relationships
Module 4: Know how to shape demand and define service offerings
Module 5: Know how to align expectations and agree details of services
Module 6: Know how to onboard and offboard customers and users
Module 7: Know how to act together to ensure continual value co-creation (service consumption / provisioning)
Module 8: Know how to realize and validate service value
Exam Detail
The course pricing includes the ITIL 4 Specialist: Drive Stakeholder Value (DSV) Exam at the end of day 3 of the course.
It is a 90-minute closed book exam consisting of 40 multiple choice questions and a pass mark of 70% (28/40).
Practice exam papers and questions are provided, and reviewed to assist in preparation.
It is highly recommended that you spend some time each evening of this course reviewing and consolidating what you’ve learned, to be well prepared for the exam.
Choose Your Training Options
Self-Paced Learning
- 12 months access to the elearning course
- Exam Voucher is Included
- Mock exam for self Assessment
- Access to Digital-PDF download
- 24/7 assistance and support
$1,499.00 EX GST
Instructor-led training
- Everything in Self-Paced Learning, plus
- Exam Voucher is Included
- Mock exam for self Assessment
- Access to Digital-PDF download
- 24/7 assistance and support
Corporate Training
- Self-paced eLearning and instructor-led options
- Access to Champions portal
- Flexible pricing, subscription-based
- Access to Digital-PDF download
- 24/7 assistance and support
