ITIL® 4 Drive Stakeholder Value (DSV) Online

Our accredited ITIL® 4 Drive Stakeholder Value (DSV) e-learning provides all you need to help prepare you for the DSV examination. The DSV qualification provides you with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers and partners, including key CX, UX and journey mapping concepts.

Course overview

About the course

On the course you will learn how to effectively identify, engage with and manage stakeholders, designing a service offering that meets their needs and requirements. Develop practical and technical knowledge about how to run successful, modern IT-enabled services, teams and workflows.

The ITIL 4 DSV qualification is one of the prerequisites of the ITIL 4 Managing Professional designation. Learn more about our complete ITIL 4 Managing Professional training bundle.

Duration

This course will take approximately 15 - 20 hours to complete.

Learning objectives

At the end of the course, you will:

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

What's covered?

The content included in the ITIL 4 DSV course will equip participants with the skills required to drive stakeholder value through enhanced engagement, communication and relationship management.

Modules include:

Introduction
Foundation recap
Customer journey
Designing the customer journey
Explore
Engage – Part one
Engage – Part two
Offer – Part one
Offer – Part two
Agree
Onboard
Onboarding practices
Co-create – Part one
Co-create – Part two
Realise
Realise - Practices

What's included?

This course includes the following:

12 months online access to our accredited ITIL 4 DSV learning
The cost of the ITIL 4 DSV examination (valid for 12 months from purchase date. Exam must be taken online via remote proctor)
The official ITIL 4 DSV manual (digital)
ITIL 4 DSV exam simulator

Optional extras:

Official DSV manual (hardcopy)
Take² exam insurance – A cost effective solution, providing insurance and peace of mind if things don’t go to plan with your first exam attempt. Learn more about our Take2 exam insurance.

Materials

Digital official manual: You will be sent an email invitation within 48 hours of your purchase to register on the Peoplecert portal. Once registered you will be able to access the digital version of your plan. Please note: There is a 5-year limitation in accessing your eBook.

Hardcopy official manual: If you decide to purchase the hardcopy official manual as an optional extra your manual will be shipped to your chosen address within 48 hours of purchase.

Exam information

Exams are taken online via remote proctor. You will be sent an email invitation within 48 hours of your purchase to register on the PeopleCert portal. Once registered you will be able to book your online exam at a date and time of your choice. You are responsible for booking your own exam. Learn more about how to take your exam and the technical requirements.

Recertification: This certification requires renewal within three years of the award date to remain current. There are multiple ways to recertify, learn more about the recertification options on the PeopleCert website.

Exam format

90-minute duration
Closed book
40 questions
Pass mark is 70% or higher – a raw score of 28 marks or above

Target audience

ITSM managers and aspiring ITSM managers
ITSM practitioners who are responsible for managing and integrating stakeholders, focus on the customer journey and experience, and/or are responsible for fostering relationships with partners and suppliers
Existing ITIL qualification holders wishing to develop their knowledge

Pre-requisites

Before taking the ITIL 4 Drive Stakeholder Value exam, you must have passed the ITIL 4 Foundation examination and completed an accredited training course to develop the required knowledge and skills.

Not completed ITIL 4 Foundation? View our courses.

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