Our accredited ITIL 4 Drive Stakeholder Value (DSV) elearning provides all you need to help prepare you for the DSV examination. The DSV qualification provides you 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.The ITIL 4 DSV qualification is one of the pre-requisites for the designation of ITIL 4 Managing Professional which assesses the candidate’s practical and technical knowledge about how to run successful, modern IT-enabled services, teams and workflows.

COURSE MODULES

• Introduction
• Foundation recap
• Customer journey
• Designing the customer journey
• Explore
• Engage – Part one
• Engage – Part two
• Offer – Part one
• Offer – Part two
• Agree
• Onboard
• Onboarding practicesa Co-create – Part one
• Co-create – Part two
• Realise
• Realise - Practices

Businesses these days invest a great deal of time and money in IT management, but what about ‘IT governance’? This refers to the practice of ensuring that IT is doing all it can to support larger, more long-term business objectives. Indeed, if IT is being optimized in a way that does not create a better experience for users, partners, customers, and suppliers, then any so-called gains will be virtually ephemeral.

ITIL 4 Specialist: Drive Stakeholder Value (DSV)’ is an ITIL 4 module which looks at how services can be governed in a way that creates as much value as possible for different stakeholders. Learners will study several tools and techniques which can optimize value as part of daily IT service management (ITSM) practices. Successful students will be fully prepared to help ensure that IT is not only managed for the sake of efficiency, but also creating more reliable and high-quality services for customers, users, and other essential stakeholders.

At the end of the course, you will:

• 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

• All those who manage customers and users, who have the customer journey firmly in mind and want to improve their experience
• All those who want to manage and realign the cooperation and coordination with suppliers and partners
• Everyone who designs, plans, reviews and optimizes products and services or is responsible for the transfer, release and validation of new products and services
• IT-Manager, Continuous Improvement Manager, Change Manager, Capacity Manager, IT Operations Manager, Cloud Architect
• IT professionals who want to find out about the possibilities for service improvement because ITIL is already used in their organization
• Existing ITIL qualification holders wishing to develop their knowledge

The course combines multiple voices, animation and interactive exercises, providing training at a time, pace and location to suit individual requirements and is equivalent to a classroom workshop.

BENEFITS

• An exam simulator which results in exceptional pass rates
• Increased retention of learning
• Less time taken to learn
• Increased control and visibility of progress and achievement
• Reduced travel costs
• Accessible from any location

Maxpert GmbH is an authorised training partner of PMI

Participants who are PMI-certified will receive PDUs for participating in the ITIL 4 Specialist: Drive Stakeholder Value-Training e-Learning as part of their PMI-Re-certification.

There are two formal prerequisites in order to sit the exam.

• You must have passed the ITIL 4 Foundation examination
• You must attend an accredited training course

Exam format:

• The exam has a time limit of 90 minutes (1.5 hours)
• This Objective Test Question (OTQ) exam consists of 40 multiple-choice questions
• The exam is closed-book
• Students must answer at least 28/40 questions correctly (a score of 70% or more) to pass
• In countries where English is a second language, students will have 113 minutes to complete the exam

Please ensure your device meets the system requirements before booking your exam. You can do so via this online test. Please visit the PeopleCert website for more information and guidance.

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