ITIL® 4 Drive Stakeholder Value (DSV) Classroom
This three day Drive Stakeholder Value Classroom course provides you with all the required learning to prepare you for the DSV examination.
About the course
The DSV qualification provides 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.
The ITIL 4 DSV qualification is one of the pre-requisites for the designation of ITIL 4 Managing Professional which assesses the candidate’s practical and technical knowledge about how to run successful, modern IT-enabled services, teams and workflows.
Course duration
This is an intensive three day classroom course with the exam on the last day.
At the end of the course, you will:
- 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 / provisioning)
- Know how to realize and validate service value
What's covered?
- Introduction
- Customer journey
- Customer journey: Explore
- Customer journey: Engage
- Customer journey: Offer
- Customer journey: Agree
- Customer journey: Onboard
- Customer journey: Co-create
- Customer journey: Realise
What's included?
This is an intensive three-day classroom course that includes:
- All accompanying course material
- The DSV official manual
- The cost of the DSV examination (the exam is taken on the last day of the course)
Target audience
- ITSM Managers and 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 wishing to develop their knowledge
Pre-requisites
There are two formal prerequisites in order to sit the exam. You must have passed the ITIL 4 Foundation examination and you must attend an accredited training course.
Pre-course
There is mandatory pre-course work that must be undertaken prior to attending this course. You will be sent full instructions prior to the event. In addition, whilst attending the course there will also be some exam preparation evening work.
Exam information
- 90-minute duration
- Closed book
- 40 questions
- Pass mark is 70% or higher – a raw score of 28 marks or above
