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ITIL® 4 Specialist: Drive Stakeholder Value (DSV) – eLearning

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Duration: 16+ Hours – 6 Months Access
Self-paced eLearning
Fully Accredited

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ITIL® 4 Specialist: Drive Stakeholder Value (DSV) – eLearning

Key Features

✔ Exam voucher included
✔ Course duration: 16+ hours
✔ Access Period: 6 months
✔ Tutor support
✔ Quizzes and exam practice
✔ Works on mobile devices
✔ Provider: GEL
✔ Accredited by: PeopleCert


Course Overview

IT doesn’t operate in isolation. Effective IT managers understand the necessity of evaluating interactions across various stakeholders, including users, suppliers, partners, and customers, to optimize service delivery fully. The ITIL® DSV module equips professionals with a suite of tools and techniques focused on maximising stakeholder value. Emphasising customer and user experiences, this module delves into journey mapping to ensure that all interactions contribute to enhanced service outcomes.

Why take this course?

  • Good e-Learning is recognized as a ‘Market Leader’ in ITIL training, independently certified by Course Conductor, ensuring top-tier education quality.
  • The DSV course includes comprehensive knowledge checks and a practice exam simulator designed to help students effectively prepare for the ITIL DSV certification exam.
  • Every student receives a FREE exam voucher to facilitate their certification process (terms and conditions apply).
  • The course offers robust support and interactive learning materials, including slides and instructor-led audio, all developed in collaboration with seasoned ITIL experts.
  • This ITIL® 4 Specialist: Drive Stakeholder Value course is accredited by PeopleCert.

Prerequisites

ITIL® 4 Foundation is a prerequisite for this course. To sit the ITIL DPI exam, candidates must first have passed the ITIL® 4 Foundation exam.

The ITIL® 4 Specialist: Drive Stakeholder Value course is provided by GEL, an ATO of PeopleCert.

ITIL® is a registered trademark of PeopleCert. Used under licence from PeopleCert. All rights reserved.

An Introduction to ITIL 4 Specialist: DSV

This opening module addresses the course rationale and provides an overview of ITIL 4 DSV. Students will also be introduced to the subject matter experts who will be helping them along. A lesson plan will be outlined, and students will be provided with exam information, FAQs, refresher exercises for ITIL 4 Foundation, a toolkit, a diagram pack, a skills self-audit form, a workbook, a glossary, and a list of further resources.

Module 1: Global Best Practice

This module shows learners how to identify key principles for ITIL DSV.

Module 2: The Customer Journey

This module goes over how to identify stakeholder aspirations, map customer journeys, identify touchpoints and service interactions, design customer journeys, and measure and improve customer journeys.

Module 3: Explore

This module teaches students how to identify service consumers and providers, along with their needs. Students will also learn how to describe and target markets.

Module 4: Engage

By the end of this module, students will be able to describe how to communicate and collaborate, build service relationships and manage suppliers and partners, as well as define service relationship types.

Module 5: Offer

This module describes how to do a number of tasks, including managing demand and opportunities, specifying and managing customer requirements, designing service offerings and user experiences, and selling and obtaining service offerings.

Module 6: Agree

By the end of this module, students will be able to describe how to agree and plan value co-creation, along with how to negotiate and agree on services.

Module 7: Onboard

This module will show students how to:

  • Describe key transition, onboarding, and offboarding activities
  • Differentiate the ways of relating with users and fostering user relationships
  • Classify how users are authorised and entitled to services
  • Differentiate approaches to mutual elevation of customer, user and service provider capabilities
  • Explain how to prepare onboarding and offboarding plans
  • Illustrate how to develop user engagement and delivery channels
  • Explain how the Service Catalogue management practice can be applied to enable and contribute to offering user services
  • Explain how the Service Desk practice can be applied to enable and contribute to user engagement
Module 8: Co-create

This module will show students how to explain how to foster a service mindset and describe both ongoing service interactions and how to nurture user communities.

Module 9: Realise

This module will teach students how to explain both how to realise service value in different settings and track value realisation. They will also learn to describe how to assess and report value realisation, as well as explain how to evaluate value realisation, improve customer journeys and realise value for service providers.

Module 10: 2x Practice Exam Simulators

These practice exams are designed to simulate the conditions that students will face when taking the official ITIL 4 Specialist: Drive Stakeholder Value examination. It will be well worth testing your knowledge before booking your exam, as it will give you the chance to highlight and revise any modules which you have been struggling with. When you feel you are ready to sit the ITIL DSV exam, simply contact support to request your exam voucher.

Module 11: Course Wrap-Up

This module wraps up the rest of the course, providing students with knowledge checks to ensure they have absorbed the subject matter in preparation for the exam.



What will you learn?

  • Service Level Agreement (SLA) Design: Learn the fundamentals of crafting effective SLAs that align with both service provider capabilities and customer expectations.
  • Managing Multiple Suppliers: Gain insights into the complexities of managing multiple suppliers, along with strategies for effective communication and relationship management to ensure service integration.
  • Customer and User Experience Design: Explore how to design compelling customer (CX) and user experiences (UX), including techniques for effective customer journey mapping.
  • Driving Stakeholder Value: Delve into strategies for driving stakeholder value, a critical component in the development, delivery, and continuous improvement of IT-enabled products and services.
  • Exam Preparation: Equip yourself with all the necessary knowledge and resources to successfully pass the official ITIL 4 DSV certification exam.

Target Audience

  • Organisations aiming to implement ITIL 4 DSV best practices to enhance stakeholder relationships.
  • Practitioners seeking to deepen their understanding of how the framework integrates with broader IT strategies.
  • IT managers responsible for managing the interface between IT teams and various stakeholders, including customers and clients.
  • ITIL 4 learners who are working towards completing the Specialist series of modules.


Exam Information

This course prepares students to sit and pass the ITIL Specialist: Drive Stakeholder Value examination. Eligibility for the exam requires completion of the ITIL® 4 Foundation.

Before booking your exam, check that your device meets the necessary technical requirements, take a look at the PeopleCert website for more information.

Voucher requests are processed within two to five working days. Ensure to request your exam voucher during the course access period, which begins on the date of purchase. For more details, visit the GEL Support & FAQs page.

ITIL Specialist: Drive Stakeholder Value exam:

  • This is a multiple choice ‘Objective Test Question’ (OTQ) exam consisting of 40 questions
  • There is a time limit of 90 minutes to complete the exam
  • The exam is closed book, with only the provided materials being permitted for use
  • The pass mark for the exam is 70%: you must get 28 out of 40 questions correct

Digital Credentials:

After passing the exam, you’ll earn the ITIL Specialist: Drive Stakeholder Value Badge, which you can proudly display on your LinkedIn profile to showcase your achievement and expertise.
What is ITSM?

ITSM, or IT Service Management, involves applying policies, procedures, and best practices to optimise IT services for both clients and employees, enhancing efficiency and satisfaction.

What is ITIL 4?

ITIL 4 represents the latest evolution of ITIL, the globally recognised framework for ITSM. It provides a comprehensive set of best practices that guide IT-powered organisations in designing, developing, and continuously improving their IT services.

What does ITIL stand for?

Originally, ITIL stood for ‘Information Technology Infrastructure Library.’ However, as the framework has evolved with frequent updates, it is no longer considered a static ‘library.’ Currently, ITIL doesn’t stand for anything but continues to be a leading model for IT service optimisation.

What does the ITIL certification path look like?

The ITIL certification journey begins with the ‘ITIL Foundation’. After achieving this, individuals can advance through ‘Practice Manager,’ ‘Managing Professional,’ or ‘Strategic Leader’ streams. Mastery of all streams enables one to qualify as an ‘ITIL Master.’ Additionally, there are four ITIL extension modules for those focusing on specific ITSM areas, which are not part of the main ITIL pathway.

How much is ITIL certification worth?

ITIL certification can significantly enhance a professional’s earning potential. According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 annually, varying by experience, role, and certification level.

How does ITIL work?

ITIL equips users with best practices for developing efficient IT services, fostering a culture of continuous improvement. This ensures services remain aligned with business objectives, optimises resources, and facilitates ongoing enhancements.

How can ITIL benefit businesses?

ITIL 4 helps organisations optimize IT practices, supports continuous quality improvement, and remains adaptable to integrate with other methodologies like DevOps. Its forward-looking approach ensures it remains relevant as technological and best practice standards evolve.

Who are PeopleCert?

PeopleCert is a prominent accrediting body that owns and oversees several best practice frameworks, including ITIL 4, PRINCE2, MSP, PRINCE2 Agile, and AgileSHIFT.

What other frameworks can complement ITIL?

ITIL 4 seamlessly integrates with other frameworks such as Agile, DevOps, Lean, and PRINCE2, enhancing its adaptability and applicability across various organisational contexts.

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