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The ITIL® 4 Specialist: DSV certification is a prerequisite for the ITIL 4 Managing Professional designation, which assesses a candidate’s knowledge of how to run successful IT-enabled services and teams. This certification will help you understand the impact of agile and lean work processes and how to leverage them.

Itil Specialist Drive Stakeholder Value Certification Course Key Features

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  • Exam fee included
  • 2 simulation exams
  • 20 PDUs for self-paced learning

Skills Covered

  • Multisupplier management
  • Relationship management
  • CX and UX design
  • Customer journey mapping
  • Communication
  • SLA design
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Benefits

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Training Options

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SELF-PACED LEARNING
.
  • Lifetime access to high-quality self-paced eLearning content curated by industry experts
  • Simulation test papers for self-assessment
  • ITIL 4 Specialist: Drive Stakeholder Value exam voucher included
  • 24x7 learner assistance and support
CORPORATE TRAINING
.
  • Blended learning delivery model (self-paced e-learning and/or instructor-led options)
  • Course, category, and all-access pricing
  • Enterprise-class learning management system (LMS)
  • Enhanced reporting for individuals and teams
  • 24x7 teaching assistance and support

Course Curriculum

Eligibility

This ITIL 4 Specialist: Drive Stakeholder Value certification course is aimed at IT service managers pursuing the ITIL Managing Professional (MP) designation. This certification program is also well suited for professionals continuing their journey in IT service management, ITSM practitioners who are responsible for managing and integrating stakeholders and focusing on the customer journey and experience, and professionals who are responsible for fostering relationships with partners and suppliers.

 

Pre-requisites

To be eligible for this certification, applicants should have:
Passed the ITIL 4 Foundation examination 
Attended an accredited training course for this module

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Course Content

Live Course

Self Paced

  • 2.01 - 1.01 Course Introduction
    08:54
  • 2.02 - 2.01 The Customer Journey
    00:49
  • 3.01 - 2.02 The Customer Journey Definition
    02:49
  • 3.02 - 2.03 The Customer Journey Example
    01:21
  • 3.03 - 2.04 Customer Journeys and Value Streams
    02:49
  • 3.04 - 2.05 Mastering the Customer Journey
    01:49
  • 3.05 - 2.06 Stakeholder Aspirations
    03:49
  • 3.06 - 2.07 Touchpoints and Service Interactions
    01:11
  • 3.07 - 2.08 Mapping the Customer Journey
    02:49
  • 3.08 - 2.09 Personas
    01:23
  • 3.09 - 2.10 The Customer Experience
    02:00
  • 3.10 - 2.11 Design the Customer Journey
    01:57
  • 3.11 - 2.12 Design Thinking
    03:00
  • 3.12 - 2.13 Leveraging Behavioral Psychology
    02:12
  • 3.13 - 2.14 Design for Different Cultures
    01:43
  • 3.14 - 2.15 Measure and Improve the Customer Journey
    01:23
  • 3.15 - 2.16 Key Takeaways
    00:34
  • 3.16 - Knowledge Check
    .
  • 4.01 - 3.01 Targeting Markets and Stakeholders
    00:34
  • 4.02 - 3.02 Importance of Service Needs
    03:49
  • 4.03 - 3.03 Service Consumers and Their Needs
    02:49
  • 4.04 - 3.04 External Factors
    02:49
  • 4.05 - 3.05 Internal Factors
    02:12
  • 4.06 - 3.06 SWOT Analysis
    01:11
  • 4.07 - 3.07 Service Objectives and Opportunities
    02:21
  • 4.08 - 3.08 Risk Assessment
    01:11
  • 4.09 - 3.09 Service Providers and Their Offerings
    02:21
  • 4.10 - 3.10 Markets
    01:57
  • 4.11 - 3.11 Characteristic-Based Market Segmentation
    01:11
  • 4.12 - 3.12 Need-Based Market Segmentation
    01:49
  • 4.13 - 3.13 Identify and Analyze Service Consumers
    01:11
  • 4.14 - 3.14 Targeting Markets
    02:12
  • 4.15 - 3.15 Targeted Marketing
    02:21
  • 4.16 - 3.16 Key Takeaways
    00:38
  • 4.17 - Knowledge Check
    .
  • 5.01 - 4.01 Fostering Stakeholder Relationships
    00:12
  • 5.02 - 4.02 Stakeholder Relationships
    02:21
  • 5.03 - 4.03 Communication and Collaboration
    01:49
  • 5.04 - 4.04 Listening Modes
    03:11
  • 5.05 - 4.05 Service Relationship Types
    02:49
  • 5.06 - 4.06 Basic Relationship
    02:11
  • 5.07 - 4.07 Cooperative Relationship
    02:11
  • 5.08 - 4.08 Partnership
    02:49
  • 5.09 - 4.09 Build Service Relationships
    02:11
  • 5.10 - 4.10 Service Relationship Ladder Step One
    01:23
  • 5.11 - 4.11 Service Catalog
    02:49
  • 5.12 - 4.12 Customer Relationship Management
    01:49
  • 5.13 - 4.13 Service Relationship Ladder Step Two
    01:49
  • 5.14 - 4.14 The Three Cs of Trustworthiness
    02:30
  • 5.15 - 4.15 Service Relationship Ladder Step Three
    02:49
  • 5.16 - 4.16 Service Relationship Ladder Step Four
    02:11
  • 5.17 - 4.17 Experience and Preferences
    01:11
  • 5.18 - 4.18 Service Relationship Ladder Step Five
    01:23
  • 5.19 - 4.19 Assessing Mutual Readiness and Maturity
    03:11
  • 5.20 - 4.20 Assessing Readiness for Collaboration
    02:49
  • 5.21 - 4.21 The Service Relationship Management Practice
    02:11
  • 5.22 - 4.22 Managing Suppliers and Partners
    02:21
  • 5.23 - 4.23 Service Integrator Activities
    01:23
  • 5.24 - 4.23 The Supplier Management Practice
    01:11
  • 5.25 - 4.25 The Supplier Management Practice Success Factors
    02:11
  • 5.26 - 4.26 Key Takeaways
    00:34
  • 5.27 - Knowledge Check
    .
  • 6.01 - 5.01 Shape Demand and Define Service Offerings
    00:34
  • 6.02 - 5.02 Managing Demand and Opportunities
    02:49
  • 6.03 - 5.03 Optimizing Capacity
    01:11
  • 6.04 - 5.04 Shaping or Smoothing Demand
    02:21
  • 6.05 - 5.05 Service Improvement Opportunities
    02:49
  • 6.06 - 5.06 Building the Customer Business Case
    01:21
  • 6.07 - 5.07 Areas of Conflict and Uncertainty
    01:11
  • 6.08 - 5.08 Conflicting Priorities and Needs
    02:12
  • 6.09 - 5.09 Building Service Provider Business Case
    01:23
  • 6.10 - 5.10 Business Analysis
    01:23
  • 6.11 - 5.11 Roles and Responsibilities Examples
    02:49
  • 6.12 - 5.12 Managing Requirements
    01:23
  • 6.13 - 5.13 Separating the Problem from the Solution
    01:21
  • 6.14 - 5.14 Minimum Viable Product
    00:54
  • 6.15 - 5.15 User Stories and Story Mapping
    01:23
  • 6.16 - 5.16 Articulate Requirements
    02:49
  • 6.17 - 5.17 The MoSCow Method
    01:23
  • 6.18 - 5.18 Weighted Shortest Job First
    00:34
  • 6.19 - 5.19 Service Offerings and User Experience
    01:11
  • 6.20 - 5.20 Lean Thinking
    02:11
  • 6.21 - 5.21 Aspects of Agile
    01:11
  • 6.22 - 5.22 Aspects of Agile Continuous Delivery
    02:11
  • 6.23 - 5.23 Service Blueprint
    03:49
  • 6.24 - 5.24 Designing for Onboarding
    01:11
  • 6.25 - 5.25 Selling and Obtaining Service Offerings
    02:11
  • 6.26 - 5.26 Pricing Options
    02:12
  • 6.27 - 5.27 Internal and External Sales
    02:32
  • 6.28 - 5.28 Business Analysis Practice
    01:23
  • 6.29 - 5.29 Key Takeaways
    01:49
  • 6.30 - Knowledge Check
    .
  • 7.01 - 6.01 Align Expectations and Agree Services
    00:32
  • 7.02 - 6.02 Aligning Expectations
    00:11
  • 7.03 - 6.03 Value Co-Creation
    01:11
  • 7.04 - 6.04 Service Interaction Method
    02:49
  • 7.05 - 6.05 Example of Service Interaction Method
    02:12
  • 7.06 - 6.06 Inherent and Assigned Characteristics of Services
    03:22
  • 7.07 - 6.07 Service Consumer Needs and Agreements
    02:49
  • 7.08 - 6.08 Negotiate and Agree to Services
    02:11
  • 7.09 - 6.09 Warranty
    03:22
  • 7.10 - 6.10 Experience
    01:49
  • 7.11 - 6.11 Negotiate and Agree on Terms and Conditions
    01:23
  • 7.12 - 6.12 The Service Level Management Practice
    01:23
  • 7.13 - 6.13 Shared View of Target Service Levels with Customers
    02:11
  • 7.14 - 6.14 Service Quality Aspects
    03:22
  • 7.15 - 6.15 The Organization with the Defined Service Levels
    01:43
  • 7.16 - 6.16 Service Reviews and Improvement Opportunities
    02:49
  • 7.17 - 6.17 Key Takeaways
    00:12
  • 7.18 - Knowledge Check
    .
  • 8.01 - 7.01 Onboard and Offboard Customers and Users
    02:49
  • 8.02 - 7.02 Onboarding Service Customers
    03:49
  • 8.03 - 7.03 Planning Onboarding
    01:49
  • 8.04 - 7.04 Relating with Users and Fostering Relationships
    01:49
  • 8.05 - 7.05 Fostering Relationships with Corporate Users
    02:49
  • 8.06 - 7.06 Fostering Relationships with Individual Consumers Part One
    02:12
  • 8.07 - 7.07 Fostering Relationships with Individual Consumers Part Two
    02:12
  • 8.08 - 7.08 User Engagement and Delivery Channels
    01:11
  • 8.09 - 7.09 Choice and Design Affecting Trends
    03:54
  • 8.10 - 7.10 Omnichannel Communication Challenges Part One
    03:49
  • 8.11 - 7.11 Omnichannel Communication Challenges Part Two
    02:49
  • 8.12 - 7.12 Enable Users for Service
    03:22
  • 8.13 - 7.13 Service Catalog and Service Desk
    01:49
  • 8.14 - 7.14 Elevate User Capabilities
    03:49
  • 8.15 - 7.15 Elevate Service Provider Capabilities
    00:32
  • 8.16 - 7.16 Onboarding Goals
    03:11
  • 8.17 - 7.17 Onboarding Scope
    02:49
  • 8.18 - 7.18 Onboarding Initiatives Start and End
    01:23
  • 8.19 - 7.19 Onboarding Customers and Users Onboarding Actions
    02:11
  • 8.20 - 7.20 User Onboarding
    02:49
  • 8.21 - 7.21 Onboarding Control
    02:49
  • 8.22 - 7.22 Reviewing Onboarding Control
    01:49
  • 8.23 - 7.23 Offboarding Customers and Users
    02:12
  • 8.24 - 7.24Customer Offboarding
    01:23
  • 8.25 - 7.25 User Offboarding
    01:21
  • 8.26 - 7.26 Service Transition Onboarding and Offboarding
    00:54
  • 8.27 - 7.27 Service Catalog Management Practice
    02:49
  • 8.28 - 7.28 Service Desk Practice
    03:49
  • 8.29 - 7.29 User Satisfaction
    02:49
  • 8.30 - 7.30 Service Desk Practice Success Factors
    01:23
  • 8.31 - 7.31 Communication Channels Challenges and Solutions
    02:49
  • 8.32 - 7.32 Effective Integration of Communication Channels
    02:49
  • 8.33 - 7.33 Key Takeaways
    01:23
  • 8.34 - Knowledge Check
    .
  • 8.35 - Knowledge Check
    .
  • 9.01 - 8.01 Continual Value Co-Creation
    00:34
  • 9.02 - 8.02 Value Co-Creation
    01:49
  • 9.03 - 8.03 Service Mindset for Service Provision and Consumption - Part One
    02:49
  • 9.04 - 8.04 Service Mindset for Service Provision and Consumption - Part Two
    02:49
  • 9.05 - 8.05 Services with Invisible Users
    01:23
  • 9.06 - 8.06 Ongoing Service Interactions
    03:11
  • 9.07 - 8.07 Service Interactions Based on Architecture
    04:54
  • 9.08 - 8.08 Service Requests
    02:12
  • 9.09 - 8.09 Service Desk Interactions
    03:49
  • 9.10 - 8.10 Moments of Truth
    01:23
  • 9.11 - 8.11 Intelligent Disobedience
    02:49
  • 9.12 - 8.12 Customer and User Feedback
    02:11
  • 9.13 - 8.13 Nurturing User Communities
    02:49
  • 9.14 - 8.14 Super users
    01:23
  • 9.15 - 8.15 Service Request Management Practice
    01:49
  • 9.16 - 8.16 Service Request Management Practice - Success Factors
    02:49
  • 9.17 - 8.17 Key Takeaways
    01:49
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Itil Specialist Drive Stakeholder Value Certification Course Exam & Certification

 

  • To be eligible to take this ITIL 4 Specialist: Drive Stakeholder Value course, applicants should have:

    • Passed the ITIL 4 Foundation examination
    • Attended an accredited training course for this module
  • Complete ITIL 4 Specialist: Drive Stakeholder Value training

  • Take the ITIL 4 Specialist: Drive Stakeholder Value certification exam

  • Score at least 70 percent on the exam (28 correct answers out of 40 questions) in 90 minutes

  • The purpose of this ITIL 4 Specialist: Drive Stakeholder Value certification course is to provide the candidate 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. It also provides practitioners with a practical and strategic method for planning and delivering continual improvement with the necessary agility.

You will receive your exam results within 10-15 business days after you take the exam.

Once you have booked your exam and the voucher has been issued, it can’t be refunded.

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