Introduction

 

• The ITIL® 4 Managing Professional (MP) stream provides practical knowledge about how to run successful IT and digitally enabled services, teams and workflows

• The ITIL® 4 Drive Stakeholder Value (DSV) qualification is intended to provide the candidate with an understanding all types of engagement and interaction between a service provider and their customers, users, suppliers and partners. It focuses on the conversion of demand into value via IT-enabled services and focusses on the customer journey. It will provide candidates with the tools to increase stakeholder satisfaction by co-creating value which is integral to business success in the modern service economy

• DSV is one of 4 specialist courses and qualifications that together will enable students to gain the designation of ITIL® 4 Managing Professional.

 COURSE DURATION 3 Days
 

Purpose

• To provide the candidate with an understanding of the following topics:

• Types of engagement and interactions between a service provider and their customers, users, suppliers and partners, including journey mapping concepts.

• How to effectively manage stakeholders and target them with the right service offerings and value propositions

• How to ensure that value co-creation is the goal for all value streams

• Establishing consumers and producers as multi-dependent, ensuring that value is always mutually agreed, and requirements are prioritised

• Keep customers front-of-mind and adopt a service mindset

• Integrate Human Centred Design, Customer Experience (CX), User Experience (UX) design, and customer journey mapping to deliver services that delight

• Build trusted relationships with stakeholders and develop effective and timely communications

 

 

Contents

Candidates can expect to gain comprehension and awareness in the following topics upon successful completion of the education and examination components related to this certification:

 

• 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 and service provisioning)

• Know how to realise and validate service value

 

The following practices are discussed on this course:

 

• Relationship Management

• Supplier Management

• Business Analysis

• Service level Management

• Service Catalogue Management

• Service Desk

• Service Request Management

• Portfolio Management
   

Format

This is an instructor led classroom or virtual course that uses a combination of lectures, practical group discussions and exercises.  Sample exams are provided to prepare students for the examination. The classroom-based course includes a 90-minute, formal examination. On-line exams will be available for virtual courses.
 

Intended Audience

The target group of the ITIL® 4 DSV course is:

 

• Individuals continuing their journey in service management

• ITSM managers and aspiring ITSM managers

• ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery

This may include but is not limited to, IT professionals, business managers and business process owners.
 

The Examination

• The purpose of the ITIL® 4 Deliver Stakeholder Value examination is to assess whether the candidate can demonstrate enough understanding and application of ITIL® 4 to delivering stakeholder value, as described in the syllabus, to be awarded the ITIL® 4 Deliver Stakeholder Value qualification.

• The ITIL® 4 Deliver Stakeholder Value qualification is one of the pre-requisites for the designation of ITIL® 4 Managing Professional which assesses the candidate’s practical and technical knowledge

• The exam takes the form of a closed book, multiple choice examination comprising 40 questions. The pass score is 70% (28 out of 40).  Some students may be entitled to additional time – your instructor will give more details if required.

 

Prerequisites

The candidate must have passed the ITIL® 4 Foundation examination. In addition, the candidate must have attended an accredited training course for this module (the recommended duration for this training is 18 hours including the examination)

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ITIL® 4 Qualification Scheme