ITIL® 4
Specialist:
Drive
Stakeholder
Value (DSV)
The ITIL 4 Specialist: Drive Stakeholder Value module is for IT professionals who foster relationships with stakeholders to co-create value. Drive Stakeholder Value benefits anyone who manages customer journeys, experiences, or expectations.
This course touches further upon the customer journey, allowing candidates to shape customer demand, manage relationships, and optimise the customer experience. It will also enable candidates to increase stakeholder satisfaction by co-creating value and developing mutually agreed requirements, providing the necessary tools to foster an advantageous culture of collaboration and transparency.
The ITIL 4 Drive Stakeholder Value qualification is one of the prerequisites for the designation of ITIL 4 Managing Professional which assesses the candidate’s practical and technical knowledge about enabled services, teams and workflows.
Learning Objectives
At the end of this course, attendees will have an understanding of the following:
- 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 on-board and off-board customers and users
- Know how to act together to ensure continual value co-creation (service consumption / provisioning)
- Know how to realise and validate service value
Audience
- Individuals continuing their journey in service management
- ITSM Managers and aspiring ITSM Managers
- IT managers and practitioners involved in digital services or working in digital transformation projects, working within or towards high velocity environments
- Existing ITIL qualification holders wishing to update their knowledge.
Certification
ITIL® 4 Specialist: Drive Stakeholder Value
Exam Structure
40 Multiple Choice Questions
90 minutes
Pass Score 28/40 or 70%
Pre-requisites
- ITIL 4Foundation Certificate in IT Service Management OR
- ITIL® 4 Managing Professional Transition Certificate
Training through an Accredited Training Organisation
Note: Exam vouchers and the ITIL 4 Core Book are included in the course fees.