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ITILĀ® 4 Drive Stakeholder Value (DSV) Virtual Course

ITIL is an adaptable and flexible framework for managing IT services. As an ITIL-certified professional you will become more confident in your abilities and will be more effective in your role, making you a valuable resource to your organisation and your customers.

ITILĀ® 4 Drive Stakeholder Value (DSV)

Virtual

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.

What is virtual classroom training?

ILX’s virtual instructor-led training combines the personal teaching experience of a classroom, with the ease and flexibility of a virtual environment. Our virtual courses are interactive and engaging, allowing participants to communicate with both the instructor and each other in a collaborative manner.

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.

Learning objectives

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

Exam information

The exam is taken online via remote proctor. Two weeks prior to course commencement ILX will arrange for an exam voucher to be issued. You then have a choice you can either:

  • Book a suitable time after your virtual classroom event has finished to undertake your exam

      OR

  • We will advise you of recommended exam timings as part of the candidate guidance — this is issued three weeks prior to course commencement

Note: You are responsible for booking your own exam.

Duration

This is an intensive three-day course that prepares you for the Drive Stakeholder Value (DSV) examination. The training is conducted via a virtual training environment. You need to ensure that you can satisfy the technical requirements that can be found on our website here.

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-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.

What's Included?

This is an intensive three-day virtual course that includes:

  • All accompanying course material
  • The DSV official manual
  • The cost of the DSV examination (must be taken online via remote proctor within 12 months of purchase)

Course Syllabus

  • 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
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