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.
This module covers all forms of engagement and interaction between service providers and their customers, users, suppliers and partners.
It empowers candidates and organisations to deliver exceptional value by focusing on the conversion of demand into tangible benefits through IT-enabled services. By facilitating effective stakeholder management, digital professionals are better able to target stakeholders with the right service offerings and value propositions, distinguishing themselves and their organisations within a competitive and demanding environment.
The module touches further upon the customer journey, allowing candidates to shape customer demand, manage relationships and optimise the customer experience. It will also enable candidates to increase stakeholder satisfaction by co-creating value and developing mutually agreed requirements, providing the necessary tools to foster an advantageous culture of collaboration and transparency.
The ITIL® 4 Specialist Drive Stakeholder Value module drives IT professionals to further interact with their stakeholders and influence and improve the user experience across a much wider framework. This unique module is designed to enhance the careers of digitally experienced candidates, by expanding their knowledge and boosting their existing skillsets in an increasingly digital service economy.
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.
For this course, you are required to have obtained your ITIL® 4 Foundation certificate. Even if your ITIL® 4 Foundation certificate is expired, you can still do any higher level ITIL® 4 course from 1 World Training. Every successful pass of an Peoplecert exam that belongs under the same Suite, will renew the previous expired certificates to the renewal date of the most recent Axelos Peoplecert exam.
Example: Even if the ITIL® 4 Foundation certificate is expired, has a due renewal date (for instance 1st July 2023), the ITIL® 4 Foundation is still considered a valid prerequisite and will be extended to the renewal date of ITIL® 4 Specialist: Drive Stakeholder Value (DSV), after successful acquisition of the latter.
Certification: On Passing Exam you become, ITIL® 4 Specialist: Drive Stakeholder Value (DSV). View sample.
* To be awarded the practice manager designation, a candidate must achieve ITIL® MP CDS certificate and ANY five practice-based certification, either individually or as ONE of the three pre-bundled course. these may include the ITAM and BRM extension modules or any practices from the practice manager track.
* ITIL® 4 Master will be awarded to candidates who achieve the practice Manager (PM), managing professional(PM) and strategic leader(SL) designations.