Course Overview

This 2-day ITIL®4 Specialist (DSV) Drive Stakeholder Value course is one of the modules which go together to make up the Managing Professional stream of ITIL® 4. It looks at all the types of engagement and interaction which occur between a service provider and their customers, users, suppliers and partners. It also covers SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more, all with the goal of increasing stakeholder satisfaction.

The ITIL®4 Specialist: Drive Stakeholder Value (DSV) course covers all types of engagement and interaction between a service provider and its customers, users, suppliers, and partners. It leads organizations on a service journey in their service provider and consumer roles, supporting effective interaction and communication.

ITIL® 4 Foundation certification is a prerequisite, and the course is aimed at ITSM practitioners who are responsible for managing and integrating stakeholders, especially those concerned with the customer journey and experience, and fostering relationships with partners and suppliers.

The ITIL®4 Specialist (DSV) Drive Stakeholder Value module touches further upon the customer journey, allowing candidates to shape customer demand, manage relationships and optimize the customer experience. It will also enable candidates to increase stakeholder satisfaction by co-creating value and developing mutually agreed requirements, providing the necessary tools to foster an advantageous culture of collaboration and transparency.

The ITIL® 4 Specialist Drive Stakeholder Value module drives IT professionals to further interact with their stakeholders and influence and improve the user experience across a much wider framework. This unique module is designed to enhance the careers of digitally experienced candidates, by expanding their knowledge and boosting their existing skillsets in an increasingly digital service economy.

The core concept behind Drive Stakeholder Value (DVS) is to provide an understanding of how to convert demand into value through IT-enabled services. This course covers key topics like service level-agreement design, multi-supplier management, relationship management, customer and user experience design, customer journey mapping, & more. Individuals can expect to walk away with the tools required to drive user engagement and boost internal and external stakeholder satisfaction.

The ITIL 4 DSV course is part of the ITIL 4 Managing Professional (MP) designation, which provides practical and technical knowledge about how to run successful IT-enabled services, teams and workflows.

This course includes a digital copy of the ITIL DSV Official Guidance handbook, containing practical material for reference back in the workplace.

Overall, ITIL®4 Specialist (DSV) Drive Stakeholder Value was an excellent course. Trainer will provide useful and relevant examples from his experience. He is also able to effectively relate our questions and examples from our own environments back to ITIL principles. I feel very prepared for the exam after this course and wouldn’t hesitate to study with ALC again!

Certification: On Passing Exam you become, ITIL® Specialist: Drive Stakeholder Value

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• Language: English

• Exam: Exam included (2 attempts)