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.
Mark Smalley - IT Management Consultant & Author, Contributor to the ITIL 4 Framework, Good e-Learning Ambassador
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
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
This module shows learners how to identify key principles for ITIL DSV.
Module 2: The Customer Journey
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
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
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
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
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
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
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
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
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
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
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Exam Pledge from Good e-Learning
At Good e-Learning, we're dedicated to ensuring success. That's why we offer Exam Pledge which entitles students to a free exam retake on any eligible course (see full list).
What is the format of my exam resit?
Resits are taken online via remote proctor. For more information about online exams, please visit our Support and FAQ pages.
How do I get my free 2nd exam voucher?
As long as you have purchased a Good e-Learning course that is eligible for Exam Pledge and adhere to the conditions listed below, you will be able to request a free resit. If you fail your first exam, simply contact our support team to claim your retake voucher.
Exam pledge conditions
As long as you have completed the course in full and have scored at least 80% on the exam simulator, you will be eligible for Exam Pledge. Proof of date for the first exam failure must be provided and the resit must be booked within 3 months of the failed first exam. Exam Pledge is only available for courses purchased on or after 01/10/2019 and cannot be used for anyone sitting an exam for the third time. The course must be purchased directly through www.goodelearning.com and must have a valid order number. Please see full terms here.