ITIL® 4 Specialist: Drive Stakeholder Value (DSV)

This course is presented as Live Virtual Training. Click for more details.

The ITIL 4 Specialist: Drive Stakeholder Value (DSV) certification is one of the 4 modules leading to the ITIL Managing Professional qualification. ITIL DSV guides stakeholders, whether they are customers or service providers, through the principles and practices of co-creating value through services. It focuses on establishing, maintaining, and developing effective service relationships with customers, users, suppliers and partners and leads organisations on a service journey in their service provider and consumer roles, and supporting effective interaction and communication.

The ITIL 4 Managing Professional (MP) Qualification

In the new ITIL® 4 scheme there are two high-level “stream” qualifications - ITIL Managing Professional (MP) stream and ITIL Strategic Leader (SL) stream.

The ITIL Managing Professional stream targets IT practitioners working within technology and digital teams across businesses and provides practical and technical knowledge about how to run successful IT-enabled services, teams and workflows. It comprises of 3 specialist modules and 1 strategist module:

• ITIL 4 Specialist - Create, Deliver & Support
• ITIL 4 Specialist - Drive Stakeholder Value
• ITIL 4 Specialist - High Velocity IT
• ITIL 4 Strategist – Direct, Plan & Improve

You can get a good and quick idea of the new ITIL 4 Certification Scheme in the diagram below. To obtain the ITIL Managing Professional (MP) or ITIL Strategic Leader (SL) designations you must complete all modules in each stream, with ITIL Strategist being a common module for both streams.

 

Learning outcomes

This 3-day course covers the core service management concepts and practices beyond the foundational level to focus on the establishment, maintenance and development of effective service relationships, to achieve the desired stakeholder value.

• Understand how customer journeys are designed
• Know how to target markets and stakeholders
• Know how to foster stakeholder relationships
• Know how to shape demand and define service offerings
• Know how to align expectations and agree details of services
• Know how to onboard and offboard customers and users
• Know how to act together to ensure continual value co-creation (service consumption / provisioning)
• Know how to realise and validate service value
• Know how to use the following practices to enable stakeholder value:
  • Relationship management
  • Supplier management
  • Service level management
  • Service catalogue management
  • Service desk
  • Service request management
  • Portfolio management

Who should attend

The ITIL 4 Specialist: Drive Stakeholder Value course is designed for:

• IT service management practitioners who are seeking to obtain the ITIL® 4 Managing Professional (MP) designation
• IT service management practitioners who are engaged in service relationships, including product and service provision, consumption, and relationship management
• Roles include:
  • Relationship managers
  • Customer experience (CX) managers
  • Account managers
  • Service delivery managers
  • Service desk managers
  • Service level managers
  • Enterprise architects
  • Service and solution architects
  • Business analysts
  • Product owners and digital product managers
  • Marketing managers
  • Project managers
  • Portfolio managers
  • Supplier relationship managers
  • Vendor or contract managers
  • Customer experience/user experience designers

Course contents

1) Recap of ITIL Foundation

2) Introduction

• The importance of engagement
• Key principles

3) The Customer Journey

• Stakeholder aspirations
• Touchpoints and service interactions
• Mapping the customer journey
• Designing the customer journey
• Measuring and improving the customer journey

4) Step 1: Explore

• Understanding service consumers and their needs
• Understanding service providers and their offers
• Understanding markets
• Targeting markets

5) Step 2: Engage

• Communicating and collaborating
• Understanding service relationship types
• Building service relationships
• Managing suppliers and partners

6) Step 3: Offer

• Managing demand and opportunities
• Specifying managing customer requirements
• Designing service offerings and user experience
• Selling and obtaining service offerings

7) Step 4: Agree

• Agreeing and planning value co-creation
• Negotiating and agreeing a service

8) Step 5: Onboard

• Planning onboarding
• Relating with users and fostering relationships
• Proving user engagement and delivery channels
• Enabling users for service
• Evaluating mutual capabilities
• Offboarding customers and users

9) Step 6: Co-create

• Fostering a service mindset
• Ongoing service interactions
• Nurturing user communities

10) Step 7: Realise Value

• Realising service value in different setings
• Tracking value realisation
• Assessing and reporting value realisation
• Evaluating value realisation and improving customer journeys
• Realising value for the service provider

11) Exam Preparation

• Exam techniques
• Sample Exam(s)

Course fees

Course Fees

• ITIL® 4 Strategist: Drive Stakeholder Value
• $2,450 + gst per person

Fees include:

• Comprehensive ALC course workbook, quality colour printed
• ITIL® 4 Specialist: Drive Stakeholder Value Textbook
• Official exam ITIL Specialist:Drive Stakeholder Value
  • Online Examination Voucher (12 Month Validity)
  • Available to purchase via PeopleCert - Take2 Re-sit Exam option.

Exam Information

Live Virtual Training – Participants will be provided with an online exam voucher to sit the exams at a time and date of their choosing within 12 months of the course. The web-proctored exams are available 24/7 and run by the examination institute PEOPLECERT.

Face-to-Face Training – As of 01 February, 2022 paper-based exams will no longer be offered by PeopleCert the examination institute for ITIL®. All exams will be conducted online. During the course you will receive an exam voucher and instructions how to book the exam for a date and time of your choice within 3 months of the course. The exams are web-proctored by PeopleCert and are available 24/7.

The DSV exam comprises:

• 40 multiple choice questions
• 28 marks required to pass (out of 40 available) - 70%
• 90 minutes duration
• Closed book

Pre-Requisites

• ITIL v3 Foundation OR
• ITIL 4 Foundation OR
• ITIL® 4 Managing Professional Transition Certificate