ITIL® 4 Specialist - Drive Stakeholder Value Course & Examination

ITIL® 4 Specialist - Drive Stakeholder Value Course & Examination

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The ITIL Specialist: Drive Stakeholder Value (DSV) course is one of five courses required to achieve ITIL 4’s Managing Professional (MP) designation. This course leads to the ITIL 4 Drive Stakeholder Value certification and the ITIL 4 Foundation certification is a pre-requisite to attend this class. 

Course Overview

This course is ideal for anyone who wants to gain a firm grasp of the various types of interactions between a service provider and their customers, users, suppliers, and partners.

This module covers all types of engagement and interaction between a service provider and their customers, users, suppliers and partners. It focuses on the conversion of demand into value via IT enabled services. The module covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more. It will provide tools to increase stakeholder satisfaction which is integral to business success in the competitive landscape.

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

The DSV course focuses on these key ITIL 4 practices:

  • Relationship management
  • Portfolio management
  • Service request management
  • Supplier management
  • Business analysis
  • Service level management
  • Service catalogue management
  • Service Desk
  • Business relationship management

Learning Outcomes

  • Understand how customer journeys are designed:
    • Learn the ways to design and improve customer journeys
  • Understand how to target markets and stakeholders:
    • Learn the characteristics of markets
    • Learn marketing activities and techniques
    • Learn how to describe customer needs as well as internal and external factors that affect these
    • Learn how to identify service providers and explain their value propositions
  • Understand how to foster stakeholder relationships:
    • Learn how to analyse customer needs
    • Learn about and how to use communication and collaboration activities and techniques
  • Understand how to align expectations and agree upon details of service:
    • Learn how to plan for value creation
    • Learn how to negotiate and agree service utility, warranty, and experience
  • Understand how to onboard and off-board customers and users:
    • Learn different approaches to mutually elevate customer, user, and service provider capabilities
    • Learn how to prepare onboarding and off-boarding plans
    • Learn how to develop user engagement and delivery channels
  • Understand how to act together to ensure continual value co-creation (service consumption/provisioning):
    • Learn how users can request services
    • Learn the methods for encouraging and managing customer and user feedback
    • Learn how to foster a service mindset (attitude, behaviour, and culture)
  • Understand how to realise and validate service value:
    • Learn methods for measuring service usage and customer and user experience and satisfaction
    • Learn the different types of reporting of service outcome and performance

Who should attend

This course is aimed at individuals in management and service management roles who have a responsibility for the above noted practices as well as individuals who want to acquire the ITIL Managing Professional (MP) designation.

Roles include:

  • Software Engineer/Developer
  • Systems Engineer
  • Service Delivery Manager
  • DevOps Manager/Specialist
  • Solution Architect
  • Infrastructure Engineer
  • IT Service Management Professional
  • Release and Deployment Manager

Prerequisites

For this course you are required to have successfully attained your ITIL 4 Foundation certificate. You will need to provide us with a copy of your certificate upon registration in order to be admitted into this course. To look at available dates for the ITIL 4 Foundation Certification Course, click here.

Exam & Certification

This course prepares participants for the examination leading to the ITIL 4 Specialist: Drive Stakeholder Value Certificate. A 90-minute, 40 question, multiple-choice exam is administered by an independent examination body, PeopleCert. A passing mark of 70% is required to receive your certificate. 

The exam is provided as an online examination voucher, upon completing your course you will receive an email from PeopleCert with information on how to register and schedule your exam. The examination is 90 minutes, please allow for an additional 30 minutes for set up and authentication. You will require a photo identification, quiet space, webcam, speakers and a reliable internet connection. 

The exam schedule is available 24/7 so you can sit your exam at a time that suits you. Your voucher will be valid for 12 months, we do recommend you complete your examination as close to the course date as you can – this is when the information is fresh and relevant.  

Course Material & Inclusions

This course comes with access to our e-materials. The e-materials include:

  • Course workbooks/slideshow for students to download, or view on laptop or tablet devices
  • Official AXELOS ITIL practice exams
  • Course reference and exam guidance materials
  • Comprehensive study guide to assist with exam preparation

Our virtual instructor-led classes include a $25 lunch voucher for each day (valued at $75), this means you can get your lunch organised whether you do it from home or the office. The voucher is provided via email on the first morning of the course. 

ITIL Specialist: Drive Stakeholder Value exam plus a complimentary exam re-sit is included if you miss out on passing your examination the first time. 

The official ITIL 4 publication available from AXELOS is included as an eBook and provided as a voucher for the candidate to download from PeopleCert on the first day of the course.

A digital badge you can share with your network of your course achievement will be provided via email upon completion of your course.

SFIA Skills & Industry Accreditation

After completion of this course, you may apply for self-directed learning PDU's through PMI. A certificate of attendance is available upon request. This course enables participants to develop their knowledge and proficiency in the following Skills Framework for the Information Age (SFIA®) professional skills:

  • RLMT: Stakeholder Relationship Management
  • SLMO: Service Level Management
  • BENM: Benefits Management
  • URCH: User Research
  • ITMG: Technology Service Management
  • SUPP: Supplier Management

This list gives the core SFIA skills covered by the course.  Elements relevant to other SFIA skills may also be included to a lesser depth.  Proficiency in a SFIA skill is measured by performance assessment and is achieved through actual substantial use of that skill in a real-world situation over some time. In course assignments and exercises undertaken through a course can demonstrate elements of the relevant skills which can then be further developed back in the workplace.  Acquiring new skills and building on existing skills, ideally occurs within the context of an agreed development plan for each person that ensures that their personal circumstances, strengths and development needs are met.

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An amazing instructor who explained the content very clearly and at a very good pace. This was a good balance and approach to learning in a three day intensive period. I found the worked examples very practical and very relatable to the Defence industry sector I work in.

Mary W.

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