ITIL4 Specialist: Drive Stakeholder Value (DSV) Certification Program

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Summary

The ITIL best practice provides proven guidance to support organizations on their digital transformation journey. ITIL 4 is the next iteration that incorporates all the best from previous versions and expands on this body of knowledge, by providing a practical and flexible approach to support organizations with a focus on delivering customer outcomes and value through IT-enabled services.

ITIL 4 provides an end-to-end operating model for the delivery and operation of tech-enabled products and services. It enables IT teams to continue to play a crucial role in wider business strategy and also integrates concepts from other industry best practices such as Lean, Agile and DevOps.

The advanced-level ITIL 4 Managing Professional courses been developed for IT practitioners working within technology and digital teams across organizations. To obtain the ITIL 4 Managing Professional designation, the candidate needs to complete all courses in the ITIL 4 Managing Professional stream:

• ITIL 4 Specialist: Create, Deliver and Support
  
• ITIL 4 Specialist: Drive Stakeholder Value
  
• ITIL 4 Specialist: High Velocity IT
  
• ITIL 4 Strategist: Direct Plan and Improve
  

The ITIL 4 Specialist: Drive Stakeholder Value (DSV) course provides an understanding on providing 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.

This course has a focus on the following aspects of the ITIL 4 Service Value Chain:

• Demand (input)
  
• Engage
  
• Value (output)
  

This is a full training package that includes the knowledge transfer as well as the associated certification exam.

Prerequisites

• The candidate must have passed the ITIL 4 Foundation examination
• Attendance in an accredited training course for this module and successful completion of the certificate exam
• Exam details:

90 minutes Candidates taking the exam in a language that is not their native or working language may be awarded 25% extra time, i.e. 113 minutes in total. ‘Closed book’ examination, 40 multiple choice questions, 70% or higher pass mark (28 or above correct out of 40)

• The ITIL 4 Specialist: Drive Stakeholder Value Improve publication, (though not mandatory), is highly recommended reading in support of this advanced training ISBN: 9780113316373

Duration

3 Days/Lecture & Lab

Audience

• Individuals continuing their journey in service management
• 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

Topics

• 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

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