ITIL® 4 Specialist: Drive Stakeholder Value (DSV)

This course is designed with value in mind. Learners will study various processes that are used to optimize the experiences of customers and other stakeholders. These include the design of ‘Service Lever Agreements (SLA)’, as well as journey mapping for customer and user experiences (CX and UX),

The ITIL 4 DSV module is part of the ITIL Managing Professional (MP) stream. In order to sit the ITIL 4 DSV exam, a student must first show proof of having obtained the ITIL 4 Foundation qualification. By the end of this course, students will be fully prepared to sit and pass the ITIL 4 Drive Stakeholder Value (DSV) examination.

An Introduction to ITIL 4 Specialist: DSV

This introductory module looks at the rationale behind the course and provides an overview of the DSV syllabus. After having a lesson plan outlined, students will receive exam information, refresher exercises (for ITIL 4 Foundation), FAQs, a diagram pack, toolkit, skill self-audit form, glossary, workbook, and list of further resources. They will also be introduced to the subject matter experts of the course.

Module 1: Global Best Practice

This module examines the key principles behind ITIL DSV.

Module 2: The Customer Journey

This module looks at how to map, design, measure, and improve customer journeys. It also examines how to identify stakeholder aspirations, as well as touchpoints and service interactions.

Module 3: Explore

This module examines how service consumers and providers, along with their respective needs, can be identified by ITIL practitioners. Students will also learn how to identify and describe target markets.

Module 4: Engage

This module is designed to show students how to communicate, collaborate, manage suppliers and partners, and build essential service relationships. Students will also learn how to define different types of service relationships.

Module 5: Offer

This module teaches students how to perform tasks relating to demand and opportunity management, as well as designing service offerings and user experiences, selling and obtaining service offerings, and specifying and managing customer requirements.

Module 6: Agree

This module demonstrates how ITIL practitioners agree and plan value co-creation. It also looks at how to negotiate and agree on services.

Module 7: Onboard

This module shows students how to describe key activities in the onboarding process. These include how to provide engagement and delivery channels for users, as well as how to relate to users and foster relationships, elevate mutual capabilities, enable users for services, and offboard users and customers.

Module 8: Co-create

This module demonstrates how to foster a service mindset, along with how to describe ongoing service interactions while also nurturing user communities.

Module 9: Realise

This module shows students how to realize and track service value in different settings. Students then look at how to assess, report on, and evaluate value realization, as well as how to realize value for service providers and improve customer journeys.

Module 10: Practice Exams

This module provides students with a practice exam to help them prepare for the official ITIL Specialist: Drive Stakeholder Value (DSV) certification examination.

Module 11: Course Wrap-Up

This module wraps up the course. Students are provided with knowledge checks on the course content to help them prepare for the exam.

This course comes with a FREE voucher that can be used to take the official ITIL Specialist: Drive Stakeholder Value (DSV) certification exam. The exam itself can be taken online via a service provided by PeopleCert. Learners can contact the Orbus support team to request vouchers.

To take the exam, students must provide proof that they have achieved one of the following qualifications:

• ITIL 4 Foundation
• ITIL V3 Foundation (+17 intermediate credits)

Exam format:

• The exam has a time limit of 90 minutes (1.5 hours)
• This Objective Test Question (OTQ) exam consists of 40 multiple-choice questions
• The exam is closed-book
• Students must answer at least 28/40 questions correctly (a score of 70% or more) to pass
• In countries where English is a second language, students will have 113 minutes to complete the exam

Please ensure your device meets the system requirements before booking your exam. You can do so via this online test. Please visit the PeopleCert website for more information and guidance.

This course demonstrates how IT creates value outside of internal operations, enabling ITIL 4 practitioners to deal with the business aspects of IT with greater clarity and certainty. This, in turn, can better-qualify them for upper-tier management roles, as well as positions that see them liaise directly with stakeholders. At the same time, they will also gain a mastery of how to assess services and value streams and pick out areas for improvement.

Becoming certified in ITIL 4 is an excellent career stepping stone for ITSM managers and staff. Not only can it help them unlock higher responsibilities within their own businesses, but it can also qualify them for even greater career and networking opportunities elsewhere.

When it comes to designing, creating, maintaining, and improving IT-powered products and services, value is just as important as efficiency. Your operations may be perfectly streamlined, but if they are not focused on catering to the needs of end-users, you will inevitably suffer from reduced ROIs, as well as lost business. By teaching your ITSM managers and team members to focus on creating value, you will be able to enjoy a far more profitable environment overall.

This course was designed with input from highly experienced subject matter experts who boast years of knowledge in how to successfully implement the tools and best practices of ITIL. As well as preparing for the ITIL DSV exam, students will also learn how to apply their new knowledge in practice, enabling them to start creating benefits for their organizations as quickly as possible. Good e-Learning also has a world-class support team that is fully prepared to answer questions on course content, ensuring that each learner has everything they need to obtain their ITIL 4 DSV certification.