ITIL® 4 Specialist: Drive Stakeholder Value (DSV)

Length 3 days
Inclusions Exam voucher

Course overview

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Why study this course

The ITIL 4 Specialist: Drive Stakeholder Value (DSV) course is designed to provide IT practitioners with an understanding of the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape. This course covers key topics such as SLA design, multi-supplier management, communication, relationship management, Customer Experience (CX) and User Experience (UX) design, customer journey mapping, and more.

This three-day course covers all types of engagement and interaction between a service provider and its customers, users, suppliers, and partners. It leads organisations on a service journey in their service provider and consumer roles, supporting effective interaction and communication.

The ITIL 4 DSV course is part of the ITIL 4 Managing Professional (MP) Designation, which provides practical and technical knowledge about how to run successful IT-enabled services, teams and workflows.

This course includes a digital copy of the ITIL DSV Official Guidance handbook, containing practical material for reference back in the workplace.

Examination
This course pricing includes a voucher for the ITIL 4 Drive Stakeholder Value (DSV) Exam, which is an online proctored exam through PeopleCert. It is a 90-minute closed book exam consisting of 40 multiple choice questions, with a pass mark of 70% (28/40). Practice exam papers and questions are provided in the course, and reviewed to assist in preparation.

After passing the exam, each student’s certificate will be made available to them via PeopleCert.

It is highly recommended that you spend some time each evening of this course reviewing and consolidating what you’ve learned, to be well prepared for the exam.

Aligns to certification

ITIL Managing Professional (MP) Designation

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What you’ll learn

The purpose of the ITIL 4 DSV course is to provide candidates with an understanding of:

how customer journeys are designed
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 cocreation (service consumption/provisioning)
how to realise and validate service value

ITIL at Lumify Work

Lumify Work is an Accredited Training Organization with Gold status for PeopleCert courses and certifications including ITIL. We are also a member of the IT Service Management Forum (itSMF) and most of our ITIL instructors have an expert level of ITIL certification in addition to practical real-world implementation and consulting experience in ITIL.

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Who is the course for?

This course is aimed at practitioners responsible for managing and integrating stakeholders, those who focus on customer journey and experience, and those who are responsible for fostering relationships with partners and suppliers.

The target audience includes, but is not limited to, the following:

Service management practitioners involved in interactions with customers, users and suppliers
Team leads and middle management of service providers
Service and product owners, service designers
Relationship managers, service level and service experience managers

Professionals with the following job titles are expected to benefit from the ITIL 4 DSV certification:

Business Relationship Manager
Account Manager
Service Delivery Manager
Service Level Manager
Enterprise Architect
Solution Architect
Business Architect
Business Analyst
Project Manager
Demand Manager
Portfolio Manager
Supplier Relationship Manager
Vendor Manager
Contract Manager
UX Designer
Consultants
Product Owners
Marketing Manager
Knowledge Manager
Customer Service Support
Cyber Security Managers

Course subjects

Module 1: Customer Journey

Mastering the Customer Journey
Touchpoints and Service Interactions
Mapping the Customer Journey
Designing the Customer Journey
Measuring and Improving the Customer Journey

Module 2: Customer Journey Step 1: Explore

Purpose of the Explore Step
Understanding Service Consumers
Understanding Service Providers
Understanding and Targeting Markets

Module 3: Customer Journey Step 2: Engage

Purpose of the Engage Step
Aspects of Service Value
Service Relationship Types
Building Service Relationships
Building and Sustaining Trust and Relationships
Analysing Customer Needs
Managing Suppliers and Partners

Module 4: Customer Journey Step 3: Offer

Purpose of Shaping Demand and Service Offerings
Managing Demand and Opportunities
Specifying and Managing Customer Requirements
Designing Service Offerings and User Experience
Selling and Obtaining Service Offerings

Module 5: Customer Journey Step 4: Agree

Purpose of Aligning Expectations and Agreeing Services
Agreeing and Planning Value Co-Creation
Negotiating and Agreeing a Service

Module 6: Customer Journey Step 5: Onboard

Purpose of Onboarding and Offboarding
ITIL Management Practices
Planning Onboarding
Fostering Relationships with Users
Providing User Engagement and Delivery Channels
Enabling Users for Service
Elevating Mutual Capabilities
Offboarding

Module 7: Customer Journey Step 6: Co-create

Purpose of Service Provision and Consumption
Service Mindset
Ongoing Service Interactions
Nurturing User Communities

Module 8: Customer Journey Step 7: Realise

Measuring Service Value
Purpose of Value Capturing and Customer Journey Improvement
Realising Service Value in Different Settings
Tracking Value Realisation
Assessing and Reporting Value Realisation
Evaluating Value Realisation and Improving Customer Journeys
Realising Value for the Service Provider

Prerequisites

A pass in the ITIL 4 Foundation or v3 Foundation exam. Proof will need to be provided before attending this course.

Industry Association Recognition

Project Management Institute (PMI®)

Contact hours: 21 hours
Professional Development Units (PDUs): 21 PDUs

Australian Institute of Project Management (AIPM®)

Continual Professional Development (CPD) points: 10 points

Downloads

ITIL 4 Certification Scheme

PeopleCert Exams

All PeopleCert exams are now conducted via online proctoring, with an improved web-based platform released in February 2024. Candidates can schedule their exam for any time within the voucher validity period of 12 months, to be taken anywhere, on any Windows or Mac computer. Live proctors will guide and invigilate the exam process. For full details please see PeopleCert's Guidelines for Web-Based Exam Driver.

To comply with PeopleCert requirements, Lumify Work cannot provide PeopleCert training courses (AgileSHIFT®, ITIL®, Lean Six Sigma, MoP™, M_o_R™, MSP®, P3O®, PRINCE2®, and PRINCE2 Agile®) without the corresponding official exam.

Terms & Conditions

The supply of this course by Lumify Work is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.

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Offers

ITIL 4 Training & Certification and ITIL v3 Upgrade Offer

Special discounts for every step of your ITIL® training journey in the Philippines. Use the code ITIL-EOY when you speak to your account manager! Hurry—these offers expire on 31st December 2024.

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