ITIL 4 Specialist - Drive Stakeholder Value 


The ITIL® Specialist: Drive Stakeholder Value (DSV) course is one of five courses required to achieve ITIL 4's Managing Professional (MP) designation .

This course is highly relevant for anyone who wants to gain a firm grasp of the various types of interactions between a service provider and their customers, users, suppliers, and partners.

The center of focus behind DSV is to provide an understanding of how to convert demand into value through IT-enabled services. The course covers key topics like service level-agreement design, multi-supplier management, relationship management, customer and user experience design, customer journey mapping, and more. Individuals can expect to walk away with the tools required to drive user engagement and boost internal and external stakeholder satisfaction.

The DSV course addresses the following key ITIL 4 practices:

  • Relationship management
  • Portfolio management
  • Service request management
  • Supplier management
  • Business analysis
  • Service level management
  • Service catalog management
  • Service Desk

EXAM & CERTIFICATION

Material allowed None This is a 'closed book' exam.

The ITIL 4: Create, Deliver and Support publication and the ITIL Practices Guidance documentation should be used for study, but 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.

Provisional 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, you need to show understanding of the concepts, methods and principles of DSV. For Bloom's 3 questions, you need to demonstrate application of these concepts, methods and principles of DSV, as well as information from the related practices

Question types Standard classic, Negative, & List The questions are all 'multiple choice'. For the 'standard classic' questions, you have a question and four answer options. 'Negative' questions are 'standard' question in which the stem is negatively worded. For the 'list' questions, there is a list of four statements and you have to select two correct statements from the list.

LEARNING OUTCOMES

  • Understand how customer journeys are designed:
    • Learn the ways to design and improve customer journeys
  • Understand how to target markets and stakeholders:
    • Learn the characteristics of markets
    • Learn marketing activities and techniques
    • Learn how to describe customer needs as well as internal and external factors that affect these
    • Learn how to identify service providers and explain their value propositions
  • Understand how to foster stakeholder relationships:
    • Learn how to analyze customer needs
    • Learn about and how to use communication and collaboration activities and techniques
  • Understand how to align expectations and agree upon details of service:
    • Learn how to plan for value creation
    • Learn how to negotiate and agree service utility, warranty, and experience
  • Understand how to onboard and off-board customers and users:
    • Learn different approaches to mutually elevate customer, user, and service provider capabilities
    • Learn how to prepare onboarding and off-boarding plans
    • Learn how to develop user engagement and delivery channels
  • Understand how to act together to ensure continual value co-creation (service consumption/provisioning):
    • Learn how users can request services
    • Learn the methods for encouraging and managing customer and user feedback
    • Learn how to foster a service mindset (attitude, behavior, and culture)
  • Understand how to realize and validate service value:
    • Learn methods for measuring service usage and customer and user experience and satisfaction
    • Learn the different types of reporting of service outcome and performance

WHO SHOULD ATTEND?

This course is aimed at IT leaders and managers of all levels of the organisation who are seeking to obtain the ITIL Managing Professional (MP) designation or the ITIL Strategic Leader (SL) designation, and/or who are involved in shaping IT direction and strategy.

PREREQUISITES

For this course you are required to have successfully attained your ITIL 4 Foundation certificate. You will need to provide us with a copy of your certificate upon registration in order to be admitted into this course.