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 DSV will help you to:
- Effectively manage key stakeholders
- Build trusted relationships
- Shape customer demand
- Optimize user experience and customer experience
- Embed effective design thinking.
This 2-day ITIL Specialist Drive Stakeholder Value course is one of the modules which go together to make up the Managing Professional stream of ITIL® 4. It looks at all the types of engagement and interaction which occur between a service provider and their customers, users, suppliers and partners. It also covers SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more, all with the goal of increasing stakeholder satisfaction.
ITIL® 4 Foundation certification is a prerequisite, and the course is aimed at ITSM practitioners who are responsible for managing and integrating stakeholders, especially those concerned with the customer journey and experience, and fostering relationships with partners and suppliers.
About the exam and certification
The purpose of the exam is to assess if participants are able to demonstrate sufficient understanding of the ITIL® 4 service management framework.
The ITIL® 4 Specialist: Drive Stakeholder Value (DSV) certificate is awarded on successful completion of the exam.
The exam is closed book with forty (40) multiple choice questions. The pass grade is 70% (28 out of 40 questions).
The exam lasts 90 minutes.
Exam type: Web Proctored by PeopleCert.
Certification: On Passing Exam you become, ITIL® Specialist: Drive Stakeholder Value