ITIL® 4 Specialist: Drive Stakeholder Value (DSV) Certification Program – English

All courses listed are available in a Self-Paced Study Format. Courses are also available On Demand, meaning the course can be scheduled and delivered as a dedicated corporate group session, based on a minimum number of students per session. For On Demand courses, please contact us for more information.

Course Overview

The ITIL® best practice provides proven guidance to support organizations on their digital transformation journey. ITIL® 4 is the next iteration that incorporates all the best from previous versions and expands on this body of knowledge, by providing a practical and flexible approach to support organizations with a focus on delivering customer outcomes and value through IT-enabled services.

ITIL® 4 provides an end-to-end operating model for the delivery and operation of tech-enabled products and services. It enables IT teams to continue to play a crucial role in wider business strategy and also integrates concepts from other industry best practices such as Lean, Agile and DevOps.

The advanced-level ITIL® 4 Managing Professional courses been developed for IT practitioners working within technology and digital teams across organizations. To obtain the ITIL® 4 Managing Professional designation, the candidate needs to complete all courses in the ITIL® 4 Managing Professional stream:

  • ITIL® 4 Specialist: Create, Deliver and Support
  • ITIL® 4 Specialist: Drive Stakeholder Value
  • ITIL® 4 Specialist: High Velocity IT
  • ITIL® 4 Strategist: Direct Plan and Improve

The ITIL® 4 Specialist: Drive Stakeholder Value (DSV) course provides an understanding on providing 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 course has a focus on the following aspects of the ITIL® 4 Service Value Chain:

  • Demand (input)
  • Engage
  • Value (output)

This is a full training package that includes the knowledge transfer as well as the associated certification exam.

Prerequisites and Certification Exam

  • To qualify for this advanced training module, the candidates MUST hold their ITIL® 4 Foundation certification
  • Attendance in an accredited training course for this module and successful completion of the certificate exam
  • Exam details:
  • Exam voucher issued to be scheduled via remote proctor by the student at a date/time/location that is convenient to the student (web-cam and internet access required)
  • 90 minutes
  • 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.
  • ‘Closed book’ examination, 40 multiple choice questions, 70% or higher pass mark (28 or above correct out of 40)

Duration

This is a 3 day course when run as an instructor-led course, with an exam voucher issued for students to schedule their exams at a date/time/location that is convenient for them once the course has completed.

Audience

This course is intended as advanced specialized training for existing ITIL® 4 Foundation certified candidates and the following audience:

  • Individuals continuing their journey in service management
  • 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
  • ITSM managers, directors and process owners/managers
  • ITSM practitioners managing the operation of IT-enabled & digital products and services
  • Existing ITIL ® qualification holders wishing to develop their knowledge

    Program Objective

    The ITIL® 4 Specialist: Drive Stakeholder Value (DSV) course learning objectives include:

    • Guiding stakeholders, whether they are customers or service providers, through the principles and practices of co-creating value through services
    • Understanding how all stakeholders must contribute to the co-creation of service value
    • Describing and understanding the main steps of a customer journey
    • Providing guidance on how to co-create the most valuable journey
    • Including content on service marketing and negotiating agreements

    The ITIL® 4 Specialist: Drive Stakeholder Value (DSV) course content includes:

    • Understand how customer journeys are designed, including:
      • Concept of the customer journey
      • Ways of designing and improving customer journeys
    • Know how to target markets and stakeholders, including:
    • Understanding market characteristics
    • Understanding marketing activities and techniques
    • Knowing how to describe customer needs and internal and external factors that affect these
    • Knowing how to identify service providers and explain their value propositions
    • Know how to foster stakeholder relationships, by:
      • Understanding the concepts of mutual readiness and maturity
      • Understanding the different supplier and partner relationship types, and how these are managed
      • Knowing how to develop customer relationships
      • Knowing how to analyse customer needs
      • Knowing how to use communication and collaboration activities and techniques
      • Knowing how the relationship management practice can be applied to enable and contribute to fostering relationships
      • Knowing how the supplier management practice can be applied to enable and contribute to supplier and partner relationships management
    • Know how to shape demand and define service offerings, including:
    • Understanding methods for designing digital service experiences based on value-driven, data-driven and user-centred service design
    • Understanding approaches for selling and obtaining service offerings
    • Knowing how to capture, influence and manage demand and opportunities
    • Knowing how to collect, specify and prioritize requirements from a diverse range of stakeholders
    • Knowing how the business analysis practice can be applied to enable and contribute to requirement management and service design
    • Know how to align expectations and agree details of services, including how:
      • To plan for value co-creation
      • To negotiate and agree service utility, warranty and experience
      • The service level management practice can be applied to enable and contribute to service expectation management
    • Know how to onboard and offboard customers and users, by:
      • Understanding key transition, onboarding and offboarding activities
      • Understanding the ways of relating with users and fostering user relationships
      • Understanding how users are authorized and entitled to services
      • Understanding different approaches to mutual elevation of customer, user and service provider capabilities
      • Knowing how to prepare onboarding and offboarding plans
      • Knowing how to develop user engagement and delivery channels
      • Knowing how the service catalogue management practice can be applied to enable and contribute to offering user services
      • Knowing how the service desk practice can be applied to enable and contribute to user engagement
    • Know how to act together to ensure continual value co-creation (service consumption / provisioning), by:
      • Understanding how users can request services
      • Understanding methods for triaging of user requests
      • Understanding the concept of user communities
      • Understanding methods for encouraging and managing customer and user feedback
      • Knowing how to foster a service mindset (attitude, behaviour and culture)
      • Knowing how to use different approaches to provision of user services
      • Knowing how to seize and deal with customer and user ‘moments of truth’
      • Knowing how the service request management practice can be applied to enable and contribute to service usage
    • Know how to realize and validate service value, by:
      • Understanding methods for measuring service usage and customer and user experience and satisfaction
      • Understanding methods to track and monitor service value (outcome, risk, cost and resources)
      • Understanding different types of reporting of service outcome and performance
      • Understanding charging mechanisms
      • Knowing how to validate service
      • Knowing how to evaluate and improve the customer journey
      • Knowing how the portfolio management practice can be applied to enable and contribute to service value realization

    Program Material

    • Online access to the course content for a 12 month period
    • 3 hours of coaching time with an accredited trainer, to be arranged between the student and the accredited trainer/coach
    • Sample exam
    • Certification exam voucher

    OPTIONAL

    • The ITIL® 4 Specialist: Drive Stakeholder Value Improve publication, (though not mandatory), is highly recommended reading in support of this advanced training
      • ISBN: 9780113316373