ITIL® 4 Drive Stakeholder Value (DSV) Online

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

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

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.

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

• 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

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.