ITIL® 4 Drive Stakeholder Value (DSV) Virtual

Taught by our passionate and highly-experienced trainers, our virtual courses allow you to experience an ILX classroom environment, where you can ask questions and interact with others on the course, but without having to leave your house.

Course overview

About the course

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.

The ITIL 4 DSV qualification is one of the pre-requisites for the designation of ITIL 4 Managing Professional which assesses the candidate’s practical and technical knowledge about how to run successful, modern IT-enabled services, teams and workflows.

What is virtual classroom training?

ILX’s virtual instructor-led training combines the personal teaching experience of a classroom, with the ease and flexibility of a virtual environment. Our virtual courses are interactive and engaging, allowing participants to communicate with both the instructor and each other in a collaborative manner.

Duration

This is an intensive three-day course that prepares you for the Drive Stakeholder Value (DSV) examination. The training is conducted via a virtual training environment. You need to ensure that you can satisfy the technical requirements that can be found on our website here.

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?

Introduction
Customer journey
Customer journey: Explore
Customer journey: Engage
Customer journey: Offer
Customer journey: Agree
Customer journey: Onboard
Customer journey: Co-create
Customer journey: Realise

What's included?

This is an intensive three-day virtual course, that includes the following:

All accompanying course material (digital)
Online pre-course
The official ITIL 4 DSV manual (digital)
The cost of the ITIL 4 DSV examination (valid for 12 months from purchase date. Exam must be taken online via remote proctor)

Optional Extras

The official ITIL 4 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. For more information and terms and conditions click here

Materials

Digital course materials:These will be accessible via the portal. Full instructions with a link to the portal will be issued approximately two weeks prior to course commencement.

Digital official manual: You will be sent an email invitation approximately two working days prior to course commencement to register on the Peoplecert portal. Once registered you will be able to access the digital version of your manual. 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 approximately two working days prior to course commencement 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. For more information about how to take your exam and the technical requirements, please click here.

Recertification: This certification has a renew within three years of the award date to remain current. There are multiple ways to recertify, more information regarding the options can be found here.

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

There are two formal prerequisites in order to sit the exam. You must have passed the ITIL 4 Foundation examination and you must attend an accredited training course.

Pre-course

There is mandatory pre-course work that must be undertaken prior to attending this course. You will be sent full instructions prior to the event. In addition, whilst attending the course there will also be some exam preparation evening work.

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