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ITIL® 4 Specialist Drive Stakeholder Value (DSV) Training Course

Learn How To Build Trusted Stakeholder Relationships

Overview

Our three-day ITIL® 4 Specialist Drive Stakeholder Value (DSV) training course covers all types of engagement and interaction between a service provider and their customers, users, suppliers and partners. It focuses on conversion of demand into value via IT-enabled services.

The ITIL® 4 Specialist Drive Stakeholder Value (DSV) training course covers explains key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more. It will also provide you with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape.

The ITIL® 4 Specialist Drive Stakeholder Value (DSV) training course is aimed at practitioners responsible for managing and integrating stakeholders, those that focus on customer journey and experience, and those that are responsible for fostering relationships with partners and suppliers.

If you would like a full understanding of the core materials, then attendance on our ITIL® Managing Professional module training courses is mandatory.

Purple Griffon has created a series of free one-hour overviews for each ITIL® 4 training course, which explains what the training course covers and provides insight into the format and content.

If you are already certified in ITIL® V3 but haven't transitioned yet, our videos may give you extra motivation to update to the new certification level.

ITIL® 4 Foundation Webinar
ITIL® 4 Managing Professional Transition Module Webinar
ITIL® 4 Specialist: Create, Deliver & Support Webinar
ITIL® 4 Specialist: Drive Stakeholder Value Webinar
ITIL® 4 Strategist: Direct, Plan & Improve Webinar
ITIL® 4 Specialist: High Velocity IT Webinar
ITIL® 4 Leader: Digital & IT Strategy Webinar

Pay Later With Knoma

Why pay later?
  • Spread the cost of your training course
  • Choose a flexible repayment schedule up to 12 months
  • No interest, and no fees
Am I eligible?
  • Must be a UK resident
  • Must be 18+ years old
  • Must have a UK bank account

Please Note: All training courses purchased with Knoma will be at full RRP and no discounts can be applied.

Please Note

You can book this course and hold it in credit until you have decided on a specific course date. Alternatively, please view our other course dates.
Exam Included
3 Days
£1295Excl. VAT

Course Syllabus

The syllabus of the ITIL® 4 Specialist Drive Stakeholder Value (DSV) certificate training course comprises of:

1. Understand how customer journeys are designed

1.1 Understand the concept of the customer journey
1.2 Understand the ways of designing and improving customer journeys

2. Know how to target markets and stakeholders

2.1 Understand the characteristics of markets
2.2 Understand marketing activities and techniques
2.3 Know how to describe customer needs and internal and external factors that affect these
2.4 Know how to identify service providers and explain their value propositions

3. Know how to foster stakeholder relationships

3.1 Understand the concepts of mutual readiness and maturity
3.2 Understand the different supplier and partner relationship types, and how these are managed
3.3 Know how to develop customer relationships
3.4 Know how to analyse customer needs
3.5 Know how to use communication and collaboration activities and techniques
3.6 Know how the Relationship management practice can be applied to enable and contribute to fostering relationships
3.7 Know how the Supplier management practice can be applied to enable and contribute to supplier and partner relationships management

4. Know how to shape demand and define service offerings

4.1 Understand methods for designing digital service experiences based on value-driven, data-driven and user-centred service design
4.2 Understand approaches for selling and obtaining service offerings
4.3 Know how to capture, influence and manage demand and opportunities
4.4 Know how to collect, specify and prioritise requirements from a diverse range of stakeholders
4.5 Know how the Business Analysis practice can be applied to enable and contribute to requirement management and service design
5. Know how to align expectations and agree details of services
5.1 Know how to plan for value co-creation
5.2 Know how to negotiate and agree service utility, warranty and experience
5.3 Know how the Service Level management practice can be applied to enable and contribute to service expectation management

6. Know how to onboard and off-board customers and users

6.1 Understand key transition, on-boarding and off-boarding activities
6.2 Understand the ways of relating with users and fostering user relationships
6.3 Understand how users are authorised and entitled to services
6.4 Understand different approaches to mutual elevation of customer, user and service provider capabilities
6.5 Know how to prepare on-boarding and off-boarding plans
6.6 Know how to develop user engagement and delivery channels
6.7 Know how the Service Catalogue management practice can be applied to enable and contribute to offering user services
6.8 Know how the Service Desk practice can be applied to enable and contribute to user engagement

7. Know how to act together to ensure continual value co-creation (service consumption / provisioning)

7.1 Understand how users can request services
7.2 Understand methods for triaging of user requests
7.3 Understand the concept of user communities
7.4 Understand methods for encouraging and managing customer and user feedback
7.5 Know how to foster a service mindset (attitude, behaviour and culture)
7.6 Know how to use different approaches to provision of user services
7.7 Know how to seize and deal with customer and user ‘moments of truth’
7.8 Know how the Service Request management practice can be applied to enable and contribute to service usage

8. Know how to realise and validate service value

8.1 Understand methods for measuring service usage and customer and user experience and satisfaction
8.2 Understand methods to track and monitor service value (outcome, risk, cost and resources)
8.3 Understand different types of reporting of service outcome and performance
8.4 Understand charging mechanisms
8.5 Know how to validate service value
8.6 Know how to evaluate and improve the customer journey
8.7 Know how the Portfolio Management practice can be applied to enable and contribute to service value realisation

Learning Outcomes

The purpose of the ITIL® 4 Specialist Drive Stakeholder Value (DSV) qualification is to provide you with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers and partners, including key CX, UX and journey mapping concepts.

Who Should Attend

Our ITIL® 4 Specialist Drive Stakeholder Value (DSV) training course is suitable for:

• Professionals continuing their journey In IT Service Management (ITSM).
• ITSM Managers or aspiring ITSM Managers
• ITSM Practitioners who are responsible for managing and integrating stakeholders, focus on the customer journey and experience, and/or are responsible for fostering relationships with partners and suppliers
• Existing ITIL® qualification holders like Project Managers wishing to develop their knowledge

It is primarily aimed at ITIL® Practitioners responsible for managing and integrating stakeholders, those that focus on customer journey and experience, and those that are responsible for fostering relationships with both partners and suppliers.

What's Included

Purple Griffon will provide you with full ITIL® 4 Specialist Drive Stakeholder Value (DSV) training course materials including:

• Pre-reading
• A Full Course Manual
• ITIL® 4 Official Core Guidance (eBook Format)
• Mock-Examination
• Exercises

Entry-Level Requirements

The ITIL® 4 Foundation certificate is the prerequisite for the ITIL® 4 Specialist Drive Stakeholder Value (DSV) training course.

Recommended Reading

There is no pre-reading prior to attending the ITIL® 4 Specialist Drive Stakeholder Value (DSV) training course, however, revision of your ITIL® 4 Foundation level materials would be useful to reinforce your existing level of knowledge of ITIL® 4.

Exam Information

The ITIL® 4 Specialist Drive Stakeholder Value (DSV) examination will comprise of:

Duration: 90 minutes, closed book
Number Of Questions: 40
Marks: Each question is worth 1 mark. There are 40 marks available. There is no negative marking.
Pass Mark: is 70% or higher – 28/40 marks or above

The ITIL® 4 Specialist Drive Stakeholder Value (DSV) exam is normally held on the final day of the training course and is organised by the AXELOS Examination Institute partner, PeopleCert

Read the PeopleCert Official Guidance for Windows Devices and MacOS Devices for a step-by-step guide on how to take your online proctored examination.

Your Identification Document (ID):

On the day of your exam, your Proctor will verify your ID. You are responsible for ensuring the ID used to register and take your exam is valid and acceptable. On your exam day, if you do not present valid and acceptable ID, or the First/Middle Name(s) and Last Name of your ID do not exactly match the name you used to register for your exam, you will not be allowed to test and will not be entitled to a refund. You will, however, be able to re-book your exam following the standard exam booking process. Your ID must:

• Be current and valid – ID containing dates that have expired are not allowed.
• Be an original, not a photocopy.
• Include a recognizable photo of you.
• Match the information you gave when you booked your online exam.
• Be a government-issued national/state/province identity card that is recognized by the country in which you are a citizen or permanent resident.
• Contain your Birthdate/Year.
• Contain your First/Middle Name(s) and Last Name in English (Latin) characters.

Please Note: Electronic IDs will not be accepted.

Exam Type

Proctored Exam

Qualifications

ITIL® 4 Specialist Drive Stakeholder Value (DSV) Certification

Additional Information

Congratulations! If you pass the exam, then you will be awarded the ITIL® 4 Specialist Drive Stakeholder Value (DSV) certification. Your next steps should be the other ITIL® 4 Managing Professional training courses.

Frequently Asked Questions

Joining Instructions for Purple Griffon training courses are sent the week before the course start date. First, your Account Manager will email to confirm your booking with you. Both, the materials and exam voucher will be emailed to you the week before the training course. Finally, the tutor will send the invitation to you directly and this will be via the MS Teams or Zoom platform.

Our ITIL® 4 Specialist Drive Stakeholder Value (DSV) training course is delivered over three days.

Our three-day ITIL® 4 Specialist Drive Stakeholder Value (DSV) training course is usually delivered from 09:00 to 17:00 (UK Time).

ITIL® 4 still has most of the core elements of ITIL® V3, and existing guidance will be recognisable in parts of ITIL® 4, however the are no direct like-for-like modules between the two existing ITIL® certification schemes.

If you are attending our three-day ITIL® 4 Specialist Drive Stakeholder Value (DSV) virtual training course, our expert tutors have years of experience in IT Service Management (ITSM) and will teach you everything you need to know to pass the ITIL® 4 Specialist Drive Stakeholder Value (DSV) exam. You will also be provided with ITIL® 4 Specialist Drive Stakeholder Value (DSV) sample papers and the official core guidance in eBook format for you to work through before your proctored exam.

The ITIL® 4 Specialist Drive Stakeholder Value (DSV) proctored examination is taken over ninety minutes and comprises of forty multiple-choice questions. In order to get your ITIL® 4 Specialist Drive Stakeholder Value (DSV) certificate, you must score 70% or 28/40 to pass the exam. With Purple Griffon, sitting your ITIL® 4 Specialist Drive Stakeholder Value (DSV) exam is now easier than ever.

No, there is no expiry date on the ITIL® 4 Specialist Drive Stakeholder Value (DSV) certification and it is valid for life, however newer versions of ITIL® may be released in the future.

The ITIL® 4 Specialist Drive Stakeholder Value (DSV) proctored examination is a closed book examination with no notes.

The ITIL® 4 Specialist Drive Stakeholder Value (DSV) exam can be taken in English, Chinese, French, German and Spanish.

Our ITIL® 4 Specialist Drive Stakeholder Value (DSV) training course covers all types of engagement and interaction between a service provider and their customers, users, suppliers and partners. It focuses on conversion of demand into value via IT-enabled services. The ITIL® 4 Specialist Drive Stakeholder Value (DSV) module will explain key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more. It will also provide you with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape.

To be awarded the ITIL® 4 Specialist Drive Stakeholder Value (DSV) certification, you must complete ITIL® 4 Specialist Drive Stakeholder Value (DSV) certification training, and when you feel comfortable, take the ITIL® 4 Specialist Drive Stakeholder Value (DSV) proctored exam. If you score 70% or 28/40 correct answers in the exam, then you will receive your ITIL® 4 Specialist Drive Stakeholder Value (DSV) certificate.

If you want to become ITIL® 4 Specialist Drive Stakeholder Value (DSV) certified, you can now learn and spread the cost over 12 months. We have partnered with Knoma to help you become certified with us, without paying any fees upfront. To start the Knoma application process, click the Knoma button on this ITIL® 4 Specialist Drive Stakeholder Value (DSV) course page and pay later with no interest. Apply in minutes. Most people get a decision instantly, though it could take up to 48 hours. Knoma only conducts soft credit and identity checks, so being declined will not effect your credit score.

The ITIL® 4 Foundation certificate is the prerequisite for the ITIL® 4 Specialist Drive Stakeholder Value (DSV) training course.

Read the PeopleCert Official Guidance for Windows Devices and MacOS Devices for a step-by-step guide on how to take your online proctored examination.

If you are preparing to take, or are registered to take an online exam with live invigilation, please take the time to read the PeopleCert Identification Policy.

The ITIL® 4 Specialist Drive Stakeholder Value (DSV) certification is governed and maintained by PeopleCert. PeopleCert delivers exams in more than 200 countries, in 25 languages, through its state-of-the-art assessment technology.

The cost to re-sit your ITIL® 4 Specialist Drive Stakeholder Value (DSV) exam is £295 + VAT - it does not include another copy of the official core guidance as you should still have it from your original exam. The Take2 re-sit exam option is also available for £50 + VAT, which allows you to retake an unsuccessful exam at a fixed, attractive rate, for a fraction of the cost. The Take2 re-sit exam option must be added at the point of booking your training course and / or exam, and if you would like to use this option, you must confirm this with your Account Manager. Please click here to find out more information about the PeopleCert Take2 re-sit exam option.

ITIL® 4 certifications help you to compete in a complex market and ensure that you stay relevant. It will ensure that you understand widely-used concepts, terms, and practices to improve your organisation's growth.

Our ITIL® 4 Specialist Drive Stakeholder Value (DSV) training course is suitable for professionals continuing their ITIL® 4 certification journey after ITIL® 4 Foundation.

After you have completed the ITIL® 4 Specialist Drive Stakeholder Value (DSV) module, you can move towards the other three-day ITIL® 4 Managing Professional (MP) training courses and examinations: ITIL® 4 Specialist Create, Deliver & Support (CDS), ITIL® 4 Specialist High Velocity IT (HVIT) and ITIL® 4 Strategist Direct Plan & Improve (DPI).

IT Service Management (ITSM) refers to the activities involved in implementing, managing, and delivering the lifecycle of IT services. ITSM is used to make sure the right mix of people, processes, and technology is in place to provide business value. IT Service Management doesn't just help with solving day-to-day issues. It can increase value and cost efficiency and reduce the impact of incidents on the business. IT Service Management is the art of making businesses run.

ITIL® is used by millions of professionals all around the World, and ITIL® has been adopted by thousands of organisations, such as NASA, Microsoft, and HSBC. ITIL® is a set of practices, which focus on aligning IT services with the needs of the business. ITIL® provides comprehensive and practice guidance to establish a service management system. The ITIL® Framework will help businesses and professionals get optimal value from IT and digital services. The main focus of ITIL® is to maximise value to customers by aligning IT resources with business needs.

ITIL® 4 is the latest version of the ITIL® Framework, which was released in February 2019. ITIL® 4 is highly value-centric and focuses on bringing different stakeholders in the organisation together to create value for the customer. With new frameworks growing in popularity, such as SIAM™ and VeriSM™, the previous version of ITIL® (ITIL® V3) had to step up its game and improve the way it dealt with challenges brought on by digital disruption. ITIL® 4, the current version of ITIL®, takes all of the best parts from ITIL® V3 and creates a framework that focuses on delivering tailor-made solutions for organisations through "practices" instead of "processes." Also, Agile, DevOps, and Digital Transformation all play a role in the new ITIL® 4 Framework. The key elements of ITIL® 4 are the four dimensions, the guiding principles, the move from processes (ITIL® V3) to practices (ITIL® 4), and the service value system.

ITIL® 4 Specialist Drive Stakeholder Value (DSV) Course Dates

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