ITIL® 4 Specialist: Drive Stakeholder Value (DSV) eLearning
IT doesn't operate in isolation. Effective IT managers understand the necessity of evaluating interactions across various stakeholders, including users, suppliers, partners, and customers, to optimize service delivery fully. The ITIL® DSV module equips professionals with a suite of tools and techniques focused on maximizing stakeholder value. Emphasizing customer and user experiences, this module delves into journey mapping to ensure that all interactions contribute to enhanced service outcomes.
Exam Information
This course prepares students to sit and pass the ITIL Specialist: Drive Stakeholder Value examination. Eligibility for the exam requires completion of the ITIL® 4 Foundation.
Before booking your exam, check that your device meets the necessary technical requirements, take a look at the PeopleCert website for more information.
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Partner Statement
The ITIL® 4 Specialist: Drive Stakeholder Value course is provided by GEL, an ATO of PeopleCert.
Copyright Statement
ITIL® is a registered trademark of PeopleCert. Used under licence from PeopleCert. All rights reserved.
Training formats
Online
Duration
16 hours
Price
719 €
Certificate
Kyllä
Target Audience
- Organizations aiming to implement ITIL 4 DSV best practices to enhance stakeholder relationships.
- Practitioners seeking to deepen their understanding of how the framework integrates with broader IT strategies.
- IT managers responsible for managing the interface between IT teams and various stakeholders, including customers and clients.
- ITIL 4 learners who are working towards completing the Specialist series of modules.
What will you learn?
- Service Level Agreement (SLA) Design: Learn the fundamentals of crafting effective SLAs that align with both service provider capabilities and customer expectations.
- Managing Multiple Suppliers: Gain insights into the complexities of managing multiple suppliers, along with strategies for effective communication and relationship management to ensure service integration.
- Customer and User Experience Design: Explore how to design compelling customer (CX) and user experiences (UX), including techniques for effective customer journey mapping.
- Driving Stakeholder Value: Delve into strategies for driving stakeholder value, a critical component in the development, delivery, and continuous improvement of IT-enabled products and services.
- Exam Preparation: Equip yourself with all the necessary knowledge and resources to successfully pass the official ITIL 4 DSV certification exam.
Prerequisites
This course is designed to prepare students to sit and pass the ITIL Specialist: Drive Stakeholder Value examination. In order to sit the exam, students must satisfy one of the following criteria:
Contents of ITIL® 4 Specialist: Drive Stakeholder Value (DSV) eLearning
Why take this course?
- Good e-Learning is recognized as a ‘Market Leader’ in ITIL training, independently certified by Course Conductor, ensuring top-tier education quality.
- The DSV course includes comprehensive knowledge checks and a practice exam simulator designed to help students effectively prepare for the ITIL DSV certification exam.
- Every student receives a FREE exam voucher to facilitate their certification process (terms and conditions apply).
- The course offers robust support and interactive learning materials, including slides and instructor-led audio, all developed in collaboration with seasoned ITIL experts.
- This ITIL® 4 Specialist: Drive Stakeholder Value course is accredited by PeopleCert.
Syllabus Information
Module 0: An Introduction to ITIL 4 Specialist: DSV
This module introduces the course's rationale and overall structure. It includes an overview of ITIL 4 DSV and introduces the subject matter experts. Students receive a comprehensive set of resources including a lesson plan, exam information, FAQs, refresher exercises for ITIL 4 Foundation, a toolkit, diagram pack, skills self-audit form, workbook, glossary, and a list of further resources.
Module 1: Global Best Practice
Learners explore key principles essential to ITIL DSV, setting the foundation for understanding global best practices in service management.
Module 2: The Customer Journey
This module focuses on identifying stakeholder aspirations, mapping customer journeys, identifying touchpoints and service interactions, designing customer journeys, and methods to measure and improve these journeys.
Module 3: Explore
Teaches how to identify service consumers and providers, their needs, describe and target markets effectively.
Module 4: Engage
Students learn the skills necessary to communicate and collaborate effectively, build and manage service relationships, manage suppliers and partners, and define service relationship types.
Module 5: Offer
Covers managing demand and opportunities, specifying and managing customer requirements, designing service offerings and user experiences, and selling and obtaining service offerings.
Module 6: Agree
Describes methods to agree and plan value co-creation, including negotiating and agreeing on services.
Module 7: Onboard
Details key transition, onboarding, and offboarding activities, different ways of relating with users, fostering user relationships, authorizing and entitling users to services, and preparing onboarding and offboarding plans.
Module 8: Co-create
Shows how to foster a service mindset, describe ongoing service interactions, and nurture user communities.
Module 9: Realise
Teaches how to realize service value in various settings, track value realization, assess and report value realization, and evaluate and improve customer journeys.
Module 10: Practice Exams
Provides practice exams to simulate the conditions of the official ITIL 4 Specialist: Drive Stakeholder Value examination, helping students assess their readiness.
Module 11: Course Wrap-Up
Concludes the course with final knowledge checks to ensure all students are prepared for the ITIL DSV examination.
Schedule
The course is valid for 6 months. After your order you will receive instructions for logging-in to the training within 2-3 business days. If you would like to start later, please mention that in the ordering form.