ITIL® 4 Specialist: Drive Stakeholder Value (DSV) (with Exam)

Syllabus

An Introduction to ITIL 4 Specialist: DSV

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, diagram pack, skills self-audit form, workbook, 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 several activities in the onboarding process, including how to relate to users and foster relationships, provide user engage and delivery channels, enable users for service, elevate mutual capabilities and offboard customers and users.

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 on ITIL 4 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 us 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:

• ITIL® 4 Foundation

This course comes with a FREE exam voucher and is eligible for exam pledge (a free resit on us!) - That's how confident we are that you'll pass first time!

Before booking your exam, it will be a good idea to make sure that your device meets the technical requirements. You can do so via this online test. This test will examine the suitability of your webcam, microphone and internet connection. Please visit the PeopleCert website for more information and guidance.

Exam voucher requests are typically processed within 2 working days but please allow up to 5. 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

FAQs

What is ITSM?

ITSM stands for 'IT Service Management': 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 the ITIL certification path look like?

Students start with 'ITIL Foundation'. Passing the Foundation exam then enables them to choose modules in the 'ITIL Managing Professional' or 'ITIL Strategic Leader' streams.

After passing all intermediate modules, students can then move on to the rank of 'ITIL Master'.

How much is an ITIL certification worth?

According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 (or £18,000 and over £118,000), depending on their experience, role, and certification level.

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 aims for resource optimization and looks to continually improve essential processes.

How can ITIL benefit businesses?

ITIL 4 is a modernized 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.

ITIL 4 is also highly adaptable, not only making it future-proof but also allowing users to combine it with other popular methodologies such as DevOps.

What's new with ITIL 4?

There were three major changes with the release of ITIL 4. Firstly, it is more industry and community-driven, with ITIL practitioners helping to update the framework. Next, it can be easily integrated with other popular frameworks, such as DevOps, Agile, and Lean. Finally, ITIL 4 has an all-new certification path.

What is AXELOS?

AXELOS is a joint venture company 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.

Pricing & Offers

Pricing:

• ITIL® 4 Specialist: Drive Stakeholder Value (DSV)
  
  • $1227

Payments:

• We accept all major credit cards.

Other Offers:

• All discounts may not be combined with any other discounts or offers.

Course Format & Details

Format:

This course is offered completely online with our partner and host Good eLearning.

Access:

Once students have completed registration and payment is processed they will receive notification and access to the course (usually no longer than 3 business days).

Registration Policies

Registration Policies:

• All confirmed registrations must be paid in advance.
  • Special arrangements can be made for select government agencies. Please contact us for these special arrangements.
• Registrations are transferable within your organization (to a colleague) on request.
• Confirmation of registrations will be subject to timely receipt of payment.
• Prices stated here include tax. Import duties and/or local taxes/GST/VAT, if applicable, are NOT INCLUDED in prices and must be borne by the registrant.
• Registration allows us to use the name of your organization in our future marketing activities as our customer and you also release us to publish any images taken of the student for marketing purposes.

Cancellation Policy:

• No cancellations are available.