ITIL 4 Specialist: Drive Stakeholder Value Course

Following the completion of the ITIL 4 DSV training participants should be able to:

• 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
• Pass the ITIL 4 Drive Stakeholder Value exam

• Individuals continuing their journey in Service Management
• 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.

• 90 Minutes (113 minutes for non-native speakers)
• 40 questions
• Multiple Choice
• 70% pass mark
• Closed book

Upon successful completion of the exam and following confirmation of the results, the participants will receive a unique, secure and auditable electronic certificate from PeopleCert.
The ITIL 4 Foundation certification is mandatory to access the further ITIL 4 modules which require candidates’ ability to apply the ITIL framework key concepts in a working environment

It is desirable, but not essential, that participants have some experience in IT Service management. Some pre-read material is provided prior to the training and is expected to be fully read before attending the course. A good knowledge of English is mandatory.
The candidate must have passed the ITIL 4 Foundation examination. In addition, the candidate must have attended an accredited training course for this module.

The following course material is included for this training:

• Pre-Course Study Materials

The course preparation materials include a structured Pre-Course Study Guide – available online

• ITIL 4 Drive Stakeholder Value Handout

This handout contains case study, exercises and solutions, ITIL Glossary, DSV test-exams and hints & tips for the DSV Examination.

1. We guarantee a comprehensive learning experience. Our course includes pre-course material, practice tests and the official exam.
2. Take advantage of our 20 years’ experience delivering ITIL training across the world.
3. We provide expertise: QRP trainers are carefully selected from our specialized network. Most trainers are accredited on multiple Best Practices.
4. Our ITIL training courses are fully accredited by PeopleCert on behalf of Axelos.
5. We ensure you maximise the full potential that Best Practices offer. Our experts will give you all the tips for an easy application of the ITIL framework within your organisation.