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ITIL® 4 Drive Stakeholder Value (DSV) Online
ITIL is an adaptable and flexible framework for managing IT services
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Course type: E-learning
Delivery: Online
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Course type: E-learning
Delivery: Online

ITIL® 4 Drive Stakeholder Value (DSV) Online

**Available now for pre-order**

ITIL 4 Drive Stakeholder Value e-learning purchases are pre-order only until the end of December 2020. Once the new product is released, you will receive an email providing you with further information on how to access your chosen course. Your licence will begin on the day that you receive the initial email with access instructions.

About the course

Our accredited ITIL 4 Drive Stakeholder Value (DSV) elearning provides all you need to help prepare you for the DSV examination. 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 course will take approximately 15 - 20 hours to complete.

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
  • Foundation recap
  • Customer journey
  • Designing the customer journey
  • Explore
  • Engage – Part one
  • Engage – Part two
  • Offer – Part one
  • Offer – Part two
  • Agree
  • Onboard
  • Onboarding practices
  • Co-create – Part one
  • Co-create – Part two
  • Realise
  • Realise - Practices

What's included?

  • 12 months online access to our accredited ITIL 4 DSV course
  • ITIL 4 DSV exam: valid for 12 months from purchase date. Exam must be taken online via remote proctor
  • Full tutor support
  • ITIL 4 DSV exam simulator

Optional extra:

  • Official ITIL 4 DSV manual

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.

Exam information

The ITIL 4 Drive Stakeholder Value (DSV) exam is taken online via remote proctor. For more information about taking your exam and to check the technical requirements please click here. 

Exam format

  • 90-minute duration
  • Closed book
  • 40 questions
  • Pass mark is 70% or higher – a raw score of 28 marks or above