ITIL® 4 Drive Stakeholder Value (DSV) virtual

Taught by our passionate and highly-experienced trainers, our virtual courses allow you to experience an ILX classroom environment, where you can ask questions and interact with others on the course, but without having to leave your house.

About the course

The DSV qualification provides you 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 DSV qualification is one of the pre-requisites for the designation of ITIL 4 Managing Professional which assesses the candidate’s practical and technical knowledge about how to run successful, modern IT-enabled services, teams and workflows.

What is virtual classroom training?

ILX’s virtual instructor-led training combines the personal teaching experience of a classroom, with the ease and flexibility of a virtual environment. Our virtual courses are interactive and engaging, allowing participants to communicate with both the instructor and each other in a collaborative manner.

Duration

This is an intensive three-day course that prepares you for the Drive Stakeholder Value (DSV) examination. The training is conducted via a virtual training environment. You need to ensure that you can satisfy the technical requirements that can be found on our website here.

Pre-requisites

There are two formal prerequisites in order to sit the exam. You must have passed the ITIL 4 Foundation examination and you must attend an accredited training course.

Learning objectives

At the end of the course, you will:

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

This is an intensive three-day virtual course that includes:

All accompanying course material
The DSV official manual
The cost of the DSV examination (must be taken online via remote proctor within 12 months of purchase)

What's covered?

Introduction
Customer journey
Customer journey: Explore
Customer journey: Engage
Customer journey: Offer
Customer journey: Agree
Customer journey: Onboard
Customer journey: Co-create
Customer journey: Realise

Target audience

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

There is mandatory pre-course work that must be undertaken prior to attending this course. You will be sent full instructions prior to the event. In addition, whilst attending the course there will also be some exam preparation evening work.

The exam is taken online via remote proctor. Two weeks prior to course commencement ILX will arrange for an exam voucher to be issued. You then have a choice you can either: