ITIL® 4 Specialist: Drive Stakeholder Value E-learning package with exam

The ITIL®4 Specialist: Drive Stakeholder Value (DSV) intermediate module – related to the ITIL4 Managing Professional track – focuses on the engagement and collaboration between service providers, customers, and other stakeholders involved in joint value creation (users, suppliers, and partners). Its goal is to highlight the importance of creating value through IT services that meet customer needs and provide solutions for designing and developing such services.

The official, accredited ITIL4-DSV e-learning content covers key topics such as SLA design, supplier management, effective communication and relationship management with stakeholders, customer and user experience (CX/UX) design, and customer journey mapping.

The e-learning, when combined with other intermediate courses (ITIL4-CDS, ITIL4-HVIT, ITIL4-DPI), provides a comprehensive understanding and enables obtaining the ITIL4 Managing Professional certification upon passing the related exams.

By mastering the e-learning content, organizations will benefit from the following: more satisfied customers, increased customer retention, improved operational efficiency, better-trained and prepared staff, and higher employee loyalty.

The e-learning fee includes the official ITIL4 DSV exam, which can be taken online via the PeopleCert system. Further detailed information about the exam can be found on the AXELOS® website here.

• For experts who want to learn how to map and design the "customer journey".
• For experts responsible for demand creation, defining service offerings, and aligning expectations with service agreements.
• For ITSM leaders responsible for managing and integrating stakeholder, partner, and supplier relationships, as well as facilitating or designing the right customer experience.
• For company executives who want to understand how to realize and evaluate value creation through services.
• For company executives who want to know how to target important markets and customers for their organization.
• For those who wish to take the official exam after completing the training and later obtain the ITIL4 Managing Professional certification.

The e-learning material covers and details 8 major topics:

• Planning considerations and design of customer journeys
• Methods for targeting market players and stakeholders
• Methods for strengthening relationships with stakeholders
• Defining needs, developing the service offering, and methods
• Establishing service level agreements (SLA) and methods
• Introducing customers/users to the use of services, and transitioning them out of service usage
• Creating continuous and joint value generation (service consumption / service provision)
• Measuring service value and methods, feeding results back into development

For more detailed information regarding the e-learning material, please visit the AXELOS® website here.

To complete the e-learning, a prior ITIL4 Foundation certification is required. As the e-learning materials, resources, and the exam are in English, at least basic, reading-level professional English knowledge is recommended. No other prerequisites are required for the course. A basic understanding of agile, lean, and agile IT solution concepts is advantageous but not mandatory.