This is a course and exam package. Please note the course is access to the slides, please see module one for a sneak preview. 

The ITIL^® Specialist – Drive Stakeholder Value (DSV) course is in the ITIL Managing Professional (MP) stream.

Overview

The ITIL 4 Specialist: Drive Stakeholder Value (DSV) course is designed to provide IT practitioners with an understanding of the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape. This course covers key topics such as SLA design, multi-supplier management, communication, relationship management, Customer Experience (CX) and User Experience (UX) design, customer journey mapping, and more.

This three-day course covers all types of engagement and interaction between a service provider and its customers, users, suppliers, and partners. It leads organisations on a service journey in their service provider and consumer roles, supporting effective interaction and communication.

The ITIL 4 DSV module is part of the ITIL 4 Managing Professional (MP) stream, which provides practical and technical knowledge about how to run successful IT-enabled services, teams and workflows.

This course also includes a copy of the ITIL DSV Handbook, containing practical material for reference back in the workplace.

Examination
The course pricing includes the ITIL 4 Specialist: Drive Stakeholder Value (DSV) Exam at the end of day 3 of the course. It is a 90-minute closed book exam consisting of 40 multiple choice questions and a pass mark of 70% (28/40). Practice exam papers and questions are provided, and reviewed to assist in preparation.

It is highly recommended that you spend some time each evening of this course reviewing and consolidating what you’ve learned, to be well prepared for the exam.

The purpose of the ITIL 4 DSV module is to provide candidates with an understanding of:

• how customer journeys are designed
• how to target markets and stakeholders
• how to foster stakeholder relationships
• how to shape demand and define service offerings
• how to align expectations and agree details of services
• how to onboard and offboard customers and users
• how to act together to ensure continual value cocreation (service consumption/provisioning)
• how to realise and validate service value