ITIL® 4 Specialist: Drive Stakeholder Value

A higher-level view of what needs to happen across all four dimensions of service management to create and manage effective and streamlined services

ITIL® 4 Specialist: Drive Stakeholder Value

RM3,480.00RM4,800.00

(10 customer reviews)

The ITIL 4 Drive Stakeholder Value (DSV) certification is one of the 4 modules leading to the ITIL Managing Professional qualification. The ITIL 4 Specialist Drive Stakeholder Value is intended to provide the candidate 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.

Delivery format: Classroom, Virtual-Led & Self-Paced Online
Certification: ITIL® 4 Specialist: Drive Stakeholder Value (AXELOS)

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Description

ITIL® 4 Specialist: Drive Stakeholder Value provides guidance on establishing, maintaining, and developing effective service relationships. It leads organizations on a service journey in their service provider and consumer roles, supporting effective interaction and communication. It is one of four ITIL 4 publications, which build on the concepts introduced in ITIL 4 Foundation. Each of these publications focuses on a different aspect of service management.

The ITIL Driving Stakeholder Value course provides participants with a deep understanding of the customer journey. Service value is always co-created by users, customers, sponsors, service providers, and any other parties involved in the service. To drive stakeholder value, all stakeholders must contribute to the co-creation of service value throughout the customer journey. The ultimate purpose of the customer journey is to create service value; this is the optimal balance of service outcome, resources, and risk.

Customer journeys are important sources for customer experience (CX). Customer experience is the sum of the functional and emotional interactions with a service and service provider as perceived by a customer.

The customer journey can be broken into seven steps:

  1. Explore – Understand Markets and Stakeholders
  2. Engage – Foster Relationships
  3. Offer – Shape Demand and Service Offerings
  4. Agree – Align Expectations and Agree Services
  5. Onboard – Get Onboard or Leave the Journey
  6. Co-create – Provide and Consume
  7. Realize – Capture Value and Improve

The ITIL Driving Stakeholder Value course covers all these seven steps in-dept and provides participants with the necessary information to pass the ITIL 4 DSV examination

The ITIL 4 Drive Stakeholder Value qualification is one of the pre-requisites for the designation of ITIL 4 Managing Professional which assesses the candidates practical and technical knowledge about how to run successful, modern, IT-enabled services, teams and workflows. More information about the transition between ITIL 3 and ITIL 4 is available at our Ultimate ITIL 4 FAQ

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Learning Objectives

The learning objectives of the course are based on the following learning outcomes of the ITIL 4 Drive Stakeholder Value exam specification:

  • 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

Target Audience

The ITIL 4 Drive Stakeholder Value (DSV) qualification is intended to provide the candidate 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 Drive Stakeholder Value examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of ITIL 4 to all types of engagement and interaction between a service provider and their customers, users, suppliers, and partners. The ITIL 4 Drive Stakeholder Value qualification is one of the pre requisites for the designation of ITIL 4 Managing Professional which assesses the candidates practical and technical knowledge about how to run successful, modern, IT-enabled services, teams and workflows.

Exam Details

The ITIL 4 Drive Stakeholder Value has the following Exam Specifications:

  • Online Proctored Exam invigilate by PeopleCert
  • Multiple Choice Question
  • 40 Questions
  • 28 marks required to pass (out of 40 available) — 70%
  • 90-minute duration
  • Closed-book

NOTE: Candidates taking the exam in a language that is not their native or working language may be awarded 25% extra time, i.e. 113 minutes in total.

The ITIL 4 Foundation Qualification is a prerequisite for the ITIL 4 Drive Stakeholder Value Certification.

Downloads

Download the official ITIL DSV syllabus:

10 reviews for ITIL® 4 Specialist: Drive Stakeholder Value

  1. Kevin He

    The trainer provided well structure learning on the course and explained with a lot of good examples which I am able to understand all the contents easily. It would be perfect if more sample questions are provided.

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    Lavakusan Ganeson

    The topics of the course are great as it mainly covers my current role! Time is the only concern for me. Please have more time / extended session for interactive session to understand the new terminology and processes.

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    AYLWYN SELVANADAN PAKIANATHAM

    Course structure is good and I recommend trainer to provide more descriptions and samples in class and make it more simple.

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    Tejinder Kaur Didar Singh

    Trainer’s delivery of the content is excellent, because it is also substantiated with real life examples which helps us to relate. The only thing is it would be better if we have the sessions face to face in the office!

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    Sivananada Subramaniam

    Course material is good, I like the relation between the term used in the note with current workspace. I think speed of the important topic will need to be slowed down, so we will have better understanding.

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    Waldev Singh

    The pace was good and the trainer – Jan being able to relate to real scenario to bring out better understanding. I think trainer can give more practice questions in class. Overall, it was a very engaging session and it was fun.

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    Daljit Singh Gajit Singh

    The duration and speed was excellent. If you there is one thing to change about this course, it would be have more 2-3 mins breaks in between. Looking forward for more courses with Jan-Willem.

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    Salahuddin Alhadjri

    The interaction and examples to translate abstract topics to practical day to day examples are what I like most about the course. It would be great if trainer ensure all participants to on their camera and engage more. Enjoyed the training days very much.

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    Reena Sharma

    The pace throughout the training was perfect. Examples given was relatable to real time scenarios within BAT. I think the course need to have coffee breaks in between to ensure continuous focus. The trainer for this session was excellent !

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    Joseline Lee

    The flow on how the course been conducted was good, and those given examples had provide me a better understanding.

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Event Details

Cybiant offer the following learning options for this course:

Self-Paced-Online Learning - 3 months access
If your a choosing the Self-Paced-Online (SPO) learning option, you will complete the course on your own time, in your own pace. Cybiant will provide you with access to an online learning environment where you can watch videos, and practice with sample questions. The SPO option provides access for 3 months, and includes the official exam.

Virtual Training - 2x2hours per day
If you are choosing the virtual training learning option, you will participate in a live course by a Cybiant instructor, which is delivered 100% online. You will receive meeting invitations to participate in the live lectures through the Zoom platform. There will be 2 x 2-hour sessions per day, so this option does provide you with flexibility to plan some other work. All sessions are recorded, in case you miss any of the session. All virtual training courses include the official examination, which will be taken online on the last day of class.

Classroom Training - full day
If you are choosing the classroom training option, you will participate in this training in a live class in a 5-star hotel. This training option provides you with the opportunity to discuss topics in detail with other course participants, and learn from their experience. You will be trained by one of our Cybiant experts, and will complete the exam on the last day of class. Training is conducted daily, based on the following time schedule:

Start time: 09:00 UTC+08

End time: 17:00 UTC+08

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