Training ITIL®

Training goals

code: PC-I4DSV | version: 4.0

Advance your career in IT service management with the ITIL® Official course, crafted by the creators of ITIL®: course and exam voucher, all in one bundle!

Enhance your skills to deliver exceptional value by focusing on the conversion of demand into tangible benefits through IT-enabled services.

The ITIL® 4 Specialist: Drive Stakeholder Value (DSV) qualification 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.

The ITIL® 4 Specialist: Drive Stakeholder Value examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of ITIL 4 to all types of engagement and interaction between a service provider and their customers, users, suppliers and partners. The ITIL® 4 Specialist: 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.

The target audience for this qualification is:

  • Individuals, who are continuing their journey in service management
  • ITSM managers
  • ITSM practitioners managing the operation of IT-enabled, digital products and services
  • Holders of existing ITIL® qualifications who wish to update and develop their knowledge further

Conspect Show list

  • Introduction
    • The importance of engagement
    • Key principles
  • The customer journey
    • Stakeholder aspirations
    • Touchpoints and service interactions
    • Mapping the customer journey
    • Designing the customer journey
    • Measuring and improving the customer journey
  • Step 1: Explore
    • Understanding service consumers and their needs
    • Understanding service providers and their offers
    • Understanding markets
    • Targeting markets
  • Step 2: Engage
    • Communicating and collaborating
    • Understanding service relationship types
    • Building service relationships
    • Managing suppliers and partners
  • Step 3: Offer
    • Managing demand and opportunities
    • Specifying and managing customer requirements
    • Designing service offerings and user experience
    • Selling and obtaining service offerings
  • Step 4: Agree
    • Agreeing and planning value co-creation
    • Negotiating and agreeing a service
  • Step 5: Onboard
    • Planning onboarding
    • Relating to users and fostering relationships
    • Providing user engagement and delivery channels
    • Enabling users for services
    • Elevating mutual capabilities
    • Offboarding customers and users
  • Step 6: Co-create
    • Fostering a service mindset
    • Ongoing service interactions
    • Nurturing user communities
  • Step 7: Realize
    • Realizing service value in different settings
    • Tracking value realization
    • Assessing and reporting value realization
    • Evaluating value realization and improving customer journeys
    • Realizing value for the service provider
Download conspect training as PDF

Additional information

Prerequisites

This course is a management level course intended only for individuals who have obtained their ITIL® 4 Foundation certificate.
Difficulty level
Duration 3 days
Certificate

Each participant receives a confirmation of completion an accredited training.

Each participant of the ITIL® 4 Specialist: Drive Stakeholder Value (DSV) training receives a voucher for an on-line exam. After passing the exam, the participant also receives the international ITIL® 4 Specialist: Drive Stakeholder Value (DSV) certificate.

Exam information:

  • Material allowed: None

This is a ‘closed book’ exam. The ITIL® 4 Drive Stakeholder Value publication and the ITIL® Practices Guidance documentation should be used for study, but they are NOT permitted to be used in the exam.

  • Exam duration: 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.

  • Number of marks: 40 marks

There are 40 questions, each worth 1 mark. There is no negative marking.

  • Pass mark: 28 marks

You will need to get 28 questions correct (70%) to pass the exam.

  • Level of thinking: Bloom’s levels 2 & 3

‘Bloom’s level’ describes the type of thinking needed to answer the question. For Bloom’s 2 questions, candidates need to show understanding of the concepts, methods and principles of DSV. For Bloom’s 3 questions, candidates need to demonstrate application of these concepts, methods and principles of DSV, as well as information from the related practices.

  • Question types: Standard, negative, & list

The questions are all ‘multiple choice’.

‘Standard’ questions have a question and four answer options.

‘Negative’ questions are ‘standard’ questions in which the question stem is negatively worded.

‘List’ questions provide a list of four statements and candidates have to select two correct statements from the list.
Trainer

Authorized PeopleCert Trainer
Additional informations

ITIL® 4 is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Other training ITIL® | Management

ITIL® show more courses
Training thematically related

IT service management

Foundation | ITIL®

Management | ITIL®

Strategy | ITIL®

Contact form

Please fill form below to obtain more info about this training.






* Fields marked with (*) are required !!!

Information on data processing by Compendium - Centrum Edukacyjne Spółka z o.o.

PRICE 1100 EUR

FORM OF TRAINING ?

 

TRAINING MATERIALS ?

 

BOOK ?

 

EXAM ?

 

SELECT TRAINING DATE

  • hybrid training: HYBRID
    • General information
    • Guaranteed dates
    • Last minute (-10%)
    • Language of the training
    • English
  • hybrid training: HYBRID
    • General information
    • Guaranteed dates
    • Last minute (-10%)
    • Language of the training
    • English
Book a training appointment
close

Traditional training

Sessions organised at Compendium CE are usually held in our locations in Kraków and Warsaw, but also in venues designated by the client. The group participating in training meets at a specific place and specific time with a coach and actively participates in laboratory sessions.

Dlearning training

You may participate from at any place in the world. It is sufficient to have a computer (or, actually a tablet, or smartphone) connected to the Internet. Compendium CE provides each Distance Learning training participant with adequate software enabling connection to the Data Center. For more information, please visit dlearning.eu site

close

Paper materials

Traditional materials: The price includes standard materials issued in the form of paper books, printed or other, depending on the arrangements with the manufacturer.

Electronic materials

Electronic materials: These are electronic training materials that are available to you based on your specific application: Skillpipe, eVantage, etc., or as PDF documents.

Ctab materials

Ctab materials: the price includes ctab tablet and electronic training materials or traditional training materials and supplies provided electronically according to manufacturer's specifications (in PDF or EPUB form). The materials provided are adapted for display on ctab tablets. For more information, check out the ctab website.

 

Do you need an attractive offer
for closed training for a larger group?
Write us!

Upcoming ITIL® training

Training schedule ITIL®