Earn your ITIL 4 Specialist: Drive Stakeholder Value (DSV) certification with the award-winning team at Good e-Learning! As vital as IT is, it doesn’t exist in a vacuum. Successful IT managers must be able to assess interactions with users, suppliers, partners, and customers in order to learn how services can be fully optimized. The ITIL DSV module offers a number of tools and techniques for stakeholder value optimization, with a particular focus on customer and user experiences, as well as journey mapping. Kickstart your ITIL 4 training today!
Syllabus
An Introduction to ITIL 4 Specialist: DSV
Learning Objectives
This opening module addresses the course rationale and provides an overview of ITIL 4 DSV. Students will also be introduced to the subject matter experts who will be helping them along.
A lesson plan will be outlined, and students will be provided with exam information, FAQs, refresher exercises for ITIL 4 Foundation, a toolkit, a diagram pack, a skills self-audit form, a workbook, a glossary, and a list of further resources.
Module 1: Global Best Practice
Learning Objectives
This module shows learners how to identify key principles for ITIL DSV.
Module 2: The Customer Journey
Learning Objectives
This module goes over how to identify stakeholder aspirations, map customer journeys, identify touchpoints and service interactions, design customer journeys, and measure and improve customer journeys.
Module 3: Explore
Learning Objectives
This module teaches students how to identify service consumers and providers, along with their needs. Students will also learn how to describe and target markets.
Module 4: Engage
Learning Objectives
By the end of this module, students will be able to describe how to communicate and collaborate, build service relationships and manage suppliers and partners, as well as define service relationship types.
Module 5: Offer
Learning Objectives
This module describes how to do a number of tasks, including managing demand and opportunities, specifying and managing customer requirements, designing service offerings and user experiences, and selling and obtaining service offerings.
Module 6: Agree
Learning Objectives
By the end of this module, students will be able to describe how to agree and plan value co-creation, along with how to negotiate and agree on services.
Module 7: Onboard
Learning Objectives
This module will show students how to: Describe key transition, onboarding, and offboarding activities Differentiate the ways of relating with users and fostering user relationships Classify how users are authorized and entitled to services Differentiate approaches to mutual elevation of customer, user and service provider capabilities Explain how to prepare onboarding and offboarding plans Illustrate how to develop user engagement and delivery channels Explain how the Service Catalogue management practice can be applied to enable and contribute to offering user services Explain how the Service Desk practice can be applied to enable and contribute to user engagement
Module 8: Co-create
Learning Objectives
This module will show students how to explain how to foster a service mindset and describe both ongoing service interactions and how to nurture user communities.
Module 9: Realise
Learning Objectives
This module will teach students how to explain both how to realize service value in different settings and track value realization. They will also learn to describe how to assess and report value realization, as well as explain how to evaluate value realization, improve customer journeys and realize value for service providers.
Module 10: 2x Practice Exam Simulators
Learning Objectives
These practice exams are designed to simulate the conditions that students will face when taking the official ITIL 4 Specialist: Drive Stakeholder Value examination. It will be well worth testing your knowledge before booking your exam, as it will give you the chance to highlight and revise any modules which you have been struggling with.
When you feel you are ready to sit the ITIL DSV exam, simply contact Good e-Learning to request your FREE exam voucher.
Module 11: Course Wrap-Up
Learning Objectives
This module wraps up the rest of the course, providing students with knowledge checks to ensure they have absorbed the subject matter in preparation for the exam.
Exams
This course is designed to prepare students to sit and pass the ITIL Specialist: Drive Stakeholder Value examination. In order to sit the exam, students must satisfy one of the following criteria:
Before booking your exam, it will be a good idea to make sure that your device meets the technical requirements. Please visit the PeopleCert website for more information and guidance.
When you are ready to use your free exam voucher, simply contact [email protected]. Exam voucher requests are typically processed within two working days, but please allow up to five. Students must request their exam voucher within the course access period which starts from the date of purchase. For more information, please visit our Support & FAQs page.
ITIL 4 Specialist: DSV exam:
This is a multiple choice ‘Objective Test Question’ (OTQ) exam consisting of 40 questions
There is a time limit of 90 minutes to complete the exam
The exam is closed book, with only the provided materials being permitted for use
The pass mark for the exam is 70%: you must get 28 out of 40 questions correct
In countries where English is a second language, the time allocated for the exam is extended to 113 minutes
You will be tested on:
How to target markets and stakeholders
How to foster stakeholder relationships
How to shape demand and define service offerings
How to align expectations and agree details of services
How to onboard and offboard customers and users
How to act together to ensure continual value co-creation (service consumption / provisioning)
How to realise and validate service value
FAQ
What is ITSM?
ITSM stands for ‘IT Service Management’. It involves using policies, procedures, and best practices to optimize IT services for clients and employees.
What is ITIL 4?
ITIL 4 is the latest iteration of ITIL, the world’s leading framework for ITSM. It offers a series of best practices to help IT-powered organizations design, develop, and continually improve their IT services.
What does ITIL stand for?
Previously, ITIL stood for the ‘Information Technology Infrastructure Library’. The framework has evolved to the point where it is updated so often that it cannot be considered a static ‘library’. Because of this, the name no longer stands for anything.
What does the ITIL certification path look like?
Students must initially pass ‘ITIL Foundation’. Once a student has obtained ‘ITIL Foundation,’ they can go on to pass the ‘Practice Manager,’ ‘Managing Professional’ or ‘Strategic Leader’ streams. Obtaining all of the Practice Manager,’ ‘Managing Professional’ and ‘Strategic Leader’ certifications allows students to become an ‘ITIL Master.’ Students interested in a specific area of ITSM can take one of the four ITIL extension modules. These do not contribute to the ITIL Pathway.
How much is ITIL certification worth?
According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 (or £39,000 and over £200000), depending on their experience, role, and certification level. Even sitting a Foundation course can have significant benefits for ITSM professionals.
How does ITIL work?
ITIL provides users with a set of best practices for creating optimized IT services. It establishes cultures of continuous improvement, ensuring that users can enjoy long-term benefits with IT services continually aligned with business goals and strategies. It also offers proven practices for resource optimization and continuous improvement.
How can ITIL benefit businesses?
ITIL 4 is a modern framework that fully equips users to optimize their IT practices. It creates cultures of continuous improvement, enabling organizations to deliver top-quality IT products and services whilst also continually reviewing their own processes. The framework is also highly adaptable and can work alongside other popular approaches, such as DevOps. Finally, the framework is set to continue evolving to accommodate developments in technology and best practices. This makes ITIL future-proof for practitioner organizations.
Who are PeopleCert?
PeopleCert is the owner of and accrediting body for a number of best practice frameworks, including PRINCE2, PRINCE2 Agile, MSP, ITIL 4, and AgileSHIFT.
What is AXELOS?
AXELOS is a trademark of PeopleCert, the organization behind a variety of highly popular best practice frameworks, including ITIL 4, PRINCE2, MSP, and AgileSHIFT.
What other frameworks can complement ITIL?
ITIL 4 can be integrated with several other frameworks, including Agile, DevOps, and Lean. Some practitioners even use it alongside PRINCE2.
Earn your ITIL 4 Specialist: Drive Stakeholder Value (DSV) certification with the award-winning team at Good e-Learning! As vital as IT is, it doesn’t exist in a vacuum. Successful IT managers must be able to assess interactions with users, suppliers, partners, and customers in order to learn how services can be fully optimized. The ITIL DSV module offers a number of tools and techniques for stakeholder value optimization, with a particular focus on customer and user experiences, as well as journey mapping. Kickstart your ITIL 4 training today!
This opening module addresses the course rationale and provides an overview of ITIL 4 DSV. Students will also be introduced to the subject matter experts who will be helping them along.
A lesson plan will be outlined, and students will be provided with exam information, FAQs, refresher exercises for ITIL 4 Foundation, a toolkit, a diagram pack, a skills self-audit form, a workbook, a glossary, and a list of further resources.
Module 1: Global Best Practice
Learning Objectives
This module shows learners how to identify key principles for ITIL DSV.
Module 2: The Customer Journey
Learning Objectives
This module goes over how to identify stakeholder aspirations, map customer journeys, identify touchpoints and service interactions, design customer journeys, and measure and improve customer journeys.
Module 3: Explore
Learning Objectives
This module teaches students how to identify service consumers and providers, along with their needs. Students will also learn how to describe and target markets.
Module 4: Engage
Learning Objectives
By the end of this module, students will be able to describe how to communicate and collaborate, build service relationships and manage suppliers and partners, as well as define service relationship types.
Module 5: Offer
Learning Objectives
This module describes how to do a number of tasks, including managing demand and opportunities, specifying and managing customer requirements, designing service offerings and user experiences, and selling and obtaining service offerings.
Module 6: Agree
Learning Objectives
By the end of this module, students will be able to describe how to agree and plan value co-creation, along with how to negotiate and agree on services.
Module 7: Onboard
Learning Objectives
This module will show students how to: Describe key transition, onboarding, and offboarding activities Differentiate the ways of relating with users and fostering user relationships Classify how users are authorized and entitled to services Differentiate approaches to mutual elevation of customer, user and service provider capabilities Explain how to prepare onboarding and offboarding plans Illustrate how to develop user engagement and delivery channels Explain how the Service Catalogue management practice can be applied to enable and contribute to offering user services Explain how the Service Desk practice can be applied to enable and contribute to user engagement
Module 8: Co-create
Learning Objectives
This module will show students how to explain how to foster a service mindset and describe both ongoing service interactions and how to nurture user communities.
Module 9: Realise
Learning Objectives
This module will teach students how to explain both how to realize service value in different settings and track value realization. They will also learn to describe how to assess and report value realization, as well as explain how to evaluate value realization, improve customer journeys and realize value for service providers.
Module 10: 2x Practice Exam Simulators
Learning Objectives
These practice exams are designed to simulate the conditions that students will face when taking the official ITIL 4 Specialist: Drive Stakeholder Value examination. It will be well worth testing your knowledge before booking your exam, as it will give you the chance to highlight and revise any modules which you have been struggling with.
When you feel you are ready to sit the ITIL DSV exam, simply contact Good e-Learning to request your FREE exam voucher.
Module 11: Course Wrap-Up
Learning Objectives
This module wraps up the rest of the course, providing students with knowledge checks to ensure they have absorbed the subject matter in preparation for the exam.
This course is designed to prepare students to sit and pass the ITIL Specialist: Drive Stakeholder Value examination. In order to sit the exam, students must satisfy one of the following criteria:
Before booking your exam, it will be a good idea to make sure that your device meets the technical requirements. Please visit the PeopleCert website for more information and guidance.
When you are ready to use your free exam voucher, simply contact [email protected]. Exam voucher requests are typically processed within two working days, but please allow up to five. Students must request their exam voucher within the course access period which starts from the date of purchase. For more information, please visit our Support & FAQs page.
ITIL 4 Specialist: DSV exam:
This is a multiple choice ‘Objective Test Question’ (OTQ) exam consisting of 40 questions
There is a time limit of 90 minutes to complete the exam
The exam is closed book, with only the provided materials being permitted for use
The pass mark for the exam is 70%: you must get 28 out of 40 questions correct
In countries where English is a second language, the time allocated for the exam is extended to 113 minutes
You will be tested on:
How to target markets and stakeholders
How to foster stakeholder relationships
How to shape demand and define service offerings
How to align expectations and agree details of services
How to onboard and offboard customers and users
How to act together to ensure continual value co-creation (service consumption / provisioning)
ITSM stands for ‘IT Service Management’. It involves using policies, procedures, and best practices to optimize IT services for clients and employees.
What is ITIL 4?
ITIL 4 is the latest iteration of ITIL, the world’s leading framework for ITSM. It offers a series of best practices to help IT-powered organizations design, develop, and continually improve their IT services.
What does ITIL stand for?
Previously, ITIL stood for the ‘Information Technology Infrastructure Library’. The framework has evolved to the point where it is updated so often that it cannot be considered a static ‘library’. Because of this, the name no longer stands for anything.
What does the ITIL certification path look like?
Students must initially pass ‘ITIL Foundation’. Once a student has obtained ‘ITIL Foundation,’ they can go on to pass the ‘Practice Manager,’ ‘Managing Professional’ or ‘Strategic Leader’ streams. Obtaining all of the Practice Manager,’ ‘Managing Professional’ and ‘Strategic Leader’ certifications allows students to become an ‘ITIL Master.’ Students interested in a specific area of ITSM can take one of the four ITIL extension modules. These do not contribute to the ITIL Pathway.
How much is ITIL certification worth?
According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 (or £39,000 and over £200000), depending on their experience, role, and certification level. Even sitting a Foundation course can have significant benefits for ITSM professionals.
How does ITIL work?
ITIL provides users with a set of best practices for creating optimized IT services. It establishes cultures of continuous improvement, ensuring that users can enjoy long-term benefits with IT services continually aligned with business goals and strategies. It also offers proven practices for resource optimization and continuous improvement.
How can ITIL benefit businesses?
ITIL 4 is a modern framework that fully equips users to optimize their IT practices. It creates cultures of continuous improvement, enabling organizations to deliver top-quality IT products and services whilst also continually reviewing their own processes. The framework is also highly adaptable and can work alongside other popular approaches, such as DevOps. Finally, the framework is set to continue evolving to accommodate developments in technology and best practices. This makes ITIL future-proof for practitioner organizations.
Who are PeopleCert?
PeopleCert is the owner of and accrediting body for a number of best practice frameworks, including PRINCE2, PRINCE2 Agile, MSP, ITIL 4, and AgileSHIFT.
What is AXELOS?
AXELOS is a trademark of PeopleCert, the organization behind a variety of highly popular best practice frameworks, including ITIL 4, PRINCE2, MSP, and AgileSHIFT.
What other frameworks can complement ITIL?
ITIL 4 can be integrated with several other frameworks, including Agile, DevOps, and Lean. Some practitioners even use it alongside PRINCE2.
Organizations hoping to adopt ITIL 4 DSV’s best practices
Practitioners looking to expand their knowledge of how the framework links to IT strategy
IT managers in charge of overseeing relationships between IT teams and stakeholders, as well as customers and clients
ITIL 4 students looking to complete the Specialist branch of modules
What will you learn by taking this course?
Service level agreement (SLA) design
Multiple-supplier management, communication management, and relationship management
How to design customer and user experiences (CX and UX) and customer journey mapping
How to drive stakeholder value, one of the most central aspects of creating, maintaining, and improving IT-enabled products and services
Everything needed to pass the official ITIL 4 DSV exam
Why should you take this course?
Good e-Learning was independently certified as a ‘Market Leader’ for ITIL training by Course Conductor
This DSV course offers knowledge checks as well as a practice exam simulator to help students prepare for the ITIL DSV examination
We offer each student a FREE exam voucher (T&Cs apply)
The course features support, interactive slides, instructor-led audio, and other online training assets created alongside highly experienced ITIL practitioners
This ITIL® 4 Specialist: Drive Stakeholder Value course is accredited by PeopleCert
Drive Stakeholder Value is critical in staying viable in today’s dynamic business world. This Good e-Learning ITIL 4 course is easy to digest and interesting to go through. Start exploring your customer journey with this course and expand your own learning journey along the way!
Simone Jo Moore
Top 25 Industry Thought Leader, Consultant, Master Trainer and Author
