ITIL® 4 Specialist Drive Stakeholder Value (ITIL 4 DSV) eLearning (Exam Included)

Learn how to effectively manage your IT resources

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.

ABOUT THE COURSE

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.

DURATION:This course will take approximately 15 - 20 hours to complete.

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

WHAT'S INCLUDED?

• 120 days access to the platform
• 8 lessons (10 hours video recorded by accredited teachers)
• Downloadable PDF documents with detailed content (pictures, explanations) for each lesson
• 2 official test exams
• Access around the clock
• Exercises with immediate online correction
• 4 months access to online courses
• Exam voucher validity: 12 months
• The official online exam is included!

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

Content

• The customer journey, contact points and the customer's and user experience
• To analyze needs and opportunities to satisfy needs.
• To establish relationships with understanding and mutual trust
• To understand the customer's needs and translate this understanding into the design of suitable service offerings
• To discuss, negotiate and agree, as well as the importance of controlling expectations
• To, with a holistic view, establish the service
• To optimize the value experience and to measure and follow up that expectations are really realized and can form the basis for continued positive customer journeys

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

EXAM FORMAT

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

REVIEWS

"Just passed my ITIL Foundation exam. With a good result! I'm so happy! Thank you AVC, you are the best!"Karin Ericsson

"Very good training! The AVC ITIL4 courses completely cover the new ITIL4 syllabus and add valuable extras to ensure that learning and understanding are as simple as possible. Perfect for applying all ITIL4 ideas and concepts in real situations! I can strongly recommend this ITIL4 training! Thank you, Anders "Anders Berg