ITIL® 4 Specialist: Drive Stakeholder Value (DSV) eLearning - Coming Soon

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Key Features

  • Fully accredited training course

  • Verified 'ITIL Leader' 2019

  • FREE exam voucher

  • Exam Pledge (FREE resit) - T&Cs apply

  • 6 months access

  • 16+ hours of course material

  • Exam simulator & revision modules

  • Increase your earning potential by 30%

  • Expert tutor support

  • Fully mobile compatible

Course Overview - Try a Free Module

ITIL® 4 Specialist: Drive Stakeholder Value (DSV)

This accredited ITIL 4 Specialist: Drive Stakeholder Value course offers everything needed to pass the official examination and comes with a FREE exam voucher. This intermediate course moves on from ITIL 4 Foundation, which students must pass before taking subsequent exams.

Successfully passing the ITIL 4 Specialist: DSV exam is a requirement for achieving the 'ITIL Managing Professional (MP)' designation. After achieving both this and the 'ITIL Strategic Leader' title, students can then move on to the level of 'ITIL Master'.

Why take this course?

'ITIL Specialist: Drive Stakeholder Value' is a module within the 'ITIL: Managing Professional' stream. It examines the interactions and engagements between service providers and their users, suppliers, partners, and customers, with a particular focus on customer and user experiences along with journey mapping.

This course was designed with two goals in mind: to prepare students to sit the ITIL Specialist: Drive Stakeholder Value (DSV) examination and give them a firm practical understanding of the subject matter. By understanding how ITIL 4 can be applied to different forms of interaction and engagement, students can help drive real-world value in their own organizations. ITIL 4’s best practices can also be applied to IT setups throughout an organization, regardless of its size, location or even its industry.

The course was designed in-house by Good e-Learning’s team of online training specialists. It includes a number of assets designed to help students along, including case studies, lesson transcripts, knowledge checks, quizzes, and a practice exam simulator. Students can also contact the Good e-Learning Support Team 24/7 if they have any issues with the course content. Finally, once students are ready to take the exam, they can contact Good e-Learning to request a FREE exam voucher.

By the end of the course, students will be fully prepared to sit and pass the ITIL 4 DSV examination.

Students who take this course will learn:

  • Service level agreement (SLA) design

  • Multiple-supplier management, communication, 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


Mark Smalley - IT Management Consultant & Author, Contributor to the ITIL 4 Framework, Good e-Learning Ambassador

Mark Smalley

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  Many individuals and corporate organizations around the world use Good e-Learning to remain relevant in today's changing world. Their ITIL courses are attractively presented and easy to follow giving students the best possible chance at succeeding in the examination  

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Course 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, 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: Practice Exams

Learning Objectives

This module features one official practice exam to help students prepare for the official ITIL Specialist: Drive Stakeholder Value examination.

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 / Assessments

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:

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.

What you need to know about the 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

ITIL® 4 Specialist: Drive Stakeholder Value (DSV)

Arriving soon! Request info and save 20% on the launch price!

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