The ITIL 4 Specialist: 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.
This module covers all types of engagement and interaction between a service provider and their customers, users, suppliers and partners. It focuses on the conversion of demand into value via IT enabled services. The course covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more. It will provide candidates with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape.
ITIL4 Specialist Drive Stakeholder Value is aimed at practitioners responsible for managing and integrating stakeholders, those that focus on customer journey and experience, and those that are responsible for fostering relationships with partners and suppliers. Accredited training for the ITIL 4 Managing Professional modules is mandatory to enable full understanding of the core material. All modules have ITIL 4 Foundation as a pre-requisite.
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 Recap
- The customer journey
- Step 1: Explore
- Step 2: Engage
- Step 3: Offer
- Step 4: Agree
- Step 5: Onboard
- Step 6: Co-create
- Step 7: Realize
- Recap & Exam preparation
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
ITIL4 Specialist Drive Stakeholder Value is aimed at practitioners responsible for managing and integrating stakeholders, those that focus on customer journey and experience, and those that are responsible for fostering relationships with partners and suppliers.
Exam & Prerequisite
- Multiple Choice Question
- 40 Questions
- 28 marks required to pass (out of 40 available) — 70%
- 90-minute duration
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.
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