ITILCenter

ITIL 4 Specialist: Drive Stakeholder Value (DSV)

21 hours
  • 8 lessons (10 hours of video)
  • Downloadable pdf documents
  • 2 official mock exams
  • Exercises and solutions
  • Official manual in digital format
  • Optional extras:
    • Official manual in hard copy
    • Confirmation of course completion in pdf format
21 hours
  • Pdf course material
  • 2 official mock exams
  • Exercises and solutions
  • Official manual in digital format
  • Optional extras
    • Official manual in hard copy
    • Confirmation of course completion in pdf format
ITIL 4 Specialist: Drive Stakeholder Value (DSV)

Are you looking for a high-pay, high-demand certification in IT Service Management? Have you already obtained ITIL 4 Foundation certificate, and you are interested in deepening the customer journey and delivery of value topics? Then you should go for ITIL® 4 Specialist: Drive Stakeholder Value courses, that will prepare you to pass ITIL 4 DSV certification exam and obtain an ITIL 4 higher-level certification.

ITIL 4 Specialist: Drive Stakeholder Value, part of ITIL 4 Managing Professional stream, drives IT professionals to further interact with their stakeholders. These ITIL courses touch further upon the customer journey, allowing candidates to shape customer demand and manage relationships. The course will also enable candidates to increase stakeholder satisfaction by co-creating value and developing mutually agreed requirements.

ITIL 4 Specialist: Drive Stakeholder Value course is focused on real-world scenarios, practical activities and exercises to help candidates learn the concepts at their best. The training course also includes mock exams for real-time practice with questions similar to those included in the official exam.

Are you afraid of language barriers? Our ITIL 4 Specialist: Drive Stakeholder Value certification training courses are available in English, Spanish and French.

Discover ITIL 4 Specialist: Drive Stakeholder Value courses and related ITIL certification offered by ITILCenter powered by iLEARN

Training Options
Self-Paced Learning
  • 8 lessons (10 hours of video)
  • Downloadable pdf documents
  • 2 official mock exams
  • Exercises and solutions
  • Official manual in digital format
  • Optional extras:
    • Official manual in hard copy
    • Confirmation of course completion in pdf format
Virtual Classroom
  • Pdf course material
  • 2 official mock exams
  • Exercises and solutions
  • Official manual in digital format
  • Optional extras
    • Official manual in hard copy
    • Confirmation of course completion in pdf format
Classroom
  • Paper course material
  • 2 official mock exams
  • Exercises and solutions
  • Official manual in digital format
  • Optional extras
    • Official manual in hard copy
    • Confirmation of course completion in pdf format

At the end of ITIL 4 DSV course, candidates will have understood:

  • How to design the customer journey
  • How to target markets and stakeholders
  • How to foster stakeholder relationships
  • How to meet expectations and agree on service details
  • How to recruit and outsource clients and users
  • How to act together to ensure continued value creation (service consumption/delivery)
  • How to realize and validate service value
  • Individuals in management and service management roles who have a responsibility for the practices such as software engineer/developer, DevOps Manager/Specialist, Solution Architect, etc.
  • Individuals who want to acquire the ITIL Managing Professional (MP) designation.

ITIL 4 Specialist: Drive Stakeholder Value exams are taken online via PeopleCert remote Proctor.
You will receive via email a voucher code valid for 12 months, to be used to book your exam date and time autonomously, following detailed instructions you will receive.

  • Duration of 90 minutes (105 minutes for candidates taking the ITIL DSV exam in a language other than their native)
  • Closed book
  • 40 multiple choice questions
  • Passing score: 28/40 marks - 70%
  • Exam languages: English, French, Spanish, Chinese, German

You can add a second attempt to your exam voucher by purchasing the extra option PeopleCert Take2.

In order to access ITIL® 4 Drive Stakeholder Value course and exam, candidates must:

  • Have obtained ITIL® 4 Foundation certification
  • Have attended the related accredited training course
  • Introduction to the course
  • Lesson 1 – Customer journey concepts
    • Overview of the customer journey
    • The purpose of understanding customer journey
    • Stakeholder aspirations
    • Mapping the customer journey
    • Measuring the customer journey
  • Lesson 2 – The customer journey Step 1: Explore
    • The purpose of the explore step
    • Understanding consumer needs
    • Understanding provider offerings
    • Understanding markets
    • Targeting markets
    • The triple-bottom-line
  • Lesson 3 – The customer journey Step 2: Engage
    • The purpose of the engage step
    • Communicating and collaborating
    • Building customer relationships
    • Managing suppliers and partners
    • Business relationship management practice
    • Supplier management practice
  • Lesson 4 – The customer journey Step 3: Offer
    • The purpose of the offer step
    • Demand and capacity
    • Customer requirements
    • Service design
    • Selling and procuring services
    • Business analysis practice
  • Lesson 5 – The customer journey Step 4: Agree
    • The purpose of the agree step 
    • Plan for value co-creation 
    • Negotiation 
    • Service level management practice
  • Lesson 6 – The customer journey Step 5: Onboard
    • The purpose of the onboard step 
    • Planning onboarding 
    • Relating with consumers
    • Engagement and delivery channels
    • Enabling users for service
    • Offboarding
    • Service catalogue management practice
    • Service desk practice
  • Lesson 7 – The customer journey Step 6: Co-create
    • The purpose of the co-create step
    • The service mindset
    • Service interactions
    • Moments of truth
    • Feedback
    • User communities
    • Service request management practice
  • Lesson 8 – The customer journey Step 7: Realize
    • The purpose of the realize step
    • Tracking service value
    • Reporting value realization
    • Evaluating and improving
    • Value for the service provider
    • Portfolio management practice 
  • ITIL 4 DSV improves communication and helps practitioners understand stakeholders and the markets in which they operate. This helps clarify priorities and build trust between stakeholders and IT
  • ITIL 4 DSV increases satisfaction as it focuses on adding value by optimizing customer and user experience
  • ITIL 4 DSV helps understand the end-to-end customer journey
  • ITIL 4 DSV prioritizes stakeholder support and satisfaction, helping to ensure stakeholder support for future IT initiatives.
  • ITIL 4 DSV is one of the four ITIL 4 Managing Professional modules. By completing all the modules, candidates will obtain ITIL Managing Professional qualification. This will help to gain recognition and enhance the career.
  • Our ITIL 4 DSV courses include exercises and mock exams to help students preparing for their exam.
  • Our ITIL 4 DSV training course fully-prepares candidates to sit and pass the ITIL 4 Specialist: Drive Stakeholder Value exam on the first attempt.
  • Our ITIL courses are fully accredited by PeopleCert on behalf of AXELOS.
  • iLEARN also offers a series of free courses to choose from for each purchase you make.
  • Our ITIL 4 DSV courses are available in English, French, Spanish.
  • We offer a wide range of course delivery options to suit your needs: online self-paced courses, onsite courses, virtual live courses, blended courses, corporate training, live coaching.
Frequently Asked Questions

Yes, ITIL courses available on ITIL Center are provided by iLEARN - Innovative Learning, an Accredited Training Organization (ATO) of PeopleCert. Courses provided by an ATO are officially accredited and created using the official PeopleCert material.

Yes, ITIL 4 certificates should be renewed within three years from the award date.Learn more on how to renew ITIL certificates.

Yes, all ITIL courses on ITILCenter include the official examination in their fee.

ITIL official manuals (PeopleCert official core guidance eBooks) in digital format are bundled with any ITIL exam you will purchase.To access the manual in digital format, you'll just have to register your voucher code on PeopleCert portal. It is also possible to request the hard copy version for an additional fee.

The first and mandatory level of ITIL 4 certification scheme is ITIL 4 Foundation.After achieving the Foundation level you will be able to proceed with any of the ITIL Managing Professional or Strategic Leader module, according to your professional needs.

On the first day of your course you will receive an ITIL voucher code along with the instructions to book the official exam.

For ITIL courses in eLearning modality, you can access the material for 30, 120 or 180 days, according to the package you will purchase.

On the first day of your course you will receive a voucher code valid 12 months from issue date.You will be able to book and take your ITIL exam during this 12-months period.

All ITIL courses and exams include one exam attempt.By the way, during the purchase you can add Take2 option to your exam voucher. Take2 option will provide you with a second exam voucher valid 6 months in case of failure of the first attempt.

ITIL courses are available in English, French, Spanish, Italian, and more languages to come.

All our ITIL courses are available in different modalities: eLearning, virtual classroom and in classroom.

ITIL (IT Infrastructure Library) is an IT Service Management framework, owned by AXELOS, that defines best practices for delivering IT services.

ITILCenter is the portal for ITIL training and certification, powered by iLEARN – Innovative Learning, a PeopleCert Accredited Training Organization (ATO).

Yes, candidates must own an ITIL 4 Foundation certificate.

Yes, all ITIL 4 Specialist: Drive Stakeholder Value courses on ITILCenter include the official examination in their fee.

ITIL 4 DSV official manual (PeopleCert official core guidance eBooks) in digital format is bundled with any ITIL 4 Specialist: Drive Stakeholder Value exam you will purchase.To access the manual in digital format, you'll just have to register your voucher code on PeopleCert portal. It is also possibile to request the hard copy version for an additional fee.

Yes, ITIL 4 Specialist: Drive Stakeholder Value certificate should be renewed within three years from the award date.Learn more on how to renew ITIL certificates.

ITIL 4 DSV courses and exams include one exam attempt.By the way, during the purchase you can add Take2 option to your exam voucher. Take2 option will provide you with a second exam voucher valid 6 months in case of failure of the first attempt.

ITIL 4 Specialist: Drive Stakeholder Value exam is available in English, French, Spanish, Chinese, German, Japanese.

ITIL 4 DSV training at the moment is available in English, Spanish and French. 

ITIL 4 DSV courses include two official sample papers.

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