ITIL® 4 Drive Stakeholder Value (DSV) E-learning

Our accredited ITIL 4 Drive Stakeholder Value (DSV) elearning provides all you need to help prepare you for the DSV examination. 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.

About the course

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.

Duration

This course will take approximately 15 - 20 hours to complete.

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

12 months online access to our accredited ITIL 4 DSV course
ITIL 4 DSV exam: valid for 12 months from purchase date. Exam must be taken online via remote proctor
Full tutor support
ITIL 4 DSV exam simulator

Optional extra:

Official ITIL 4 DSV manual

What's covered?

Introduction
Foundation recap
Customer journey
Designing the customer journey
Explore
Engage – Part one
Engage – Part two
Offer – Part one
Offer – Part two
Agree
Onboard
Onboarding practices
Co-create – Part one
Co-create – Part two
Realise
Realise - Practices

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

The ITIL 4 Drive Stakeholder Value (DSV) exam is taken online via remote proctor. For more information about taking your exam and to check the technical requirements please click here.