course

Overview
Job Opportunity
Training Options
Who Can Apply
Course Curriculum
Exam & Certification
Reviews
FAQs

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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Enterprise training for teams

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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

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.