ITIL® 4 Specialist: Drive Stakeholder Value course + exam

The ITIL®4 Specialist: Drive Stakeholder Value (DSV) Intermediate module, linked to the ITIL4 Managing Professional specialisation, focuses on the engagement and collaboration that exists or needs to be established between service providers and customers, as well as other stakeholders (users, suppliers and partners) involved in the creation of shared value. Its aim is to highlight the importance of the value creation that IT services can provide to customers' needs and to provide solutions for their design and development.

The formal, accredited ITIL4-DSV course covers key topics such as SLA design; vendor management; effective stakeholder communication and relationship management; customer and user experience (CX/UX) design and customer experience mapping.

The course, together with the completion of additional intermediate courses (ITIL4-CDS, ITIL4-HVIT, ITIL4-DPI), provides a complete picture and, together with the associated successful exams, enables the achievement of the ITIL4 Managing Professional qualification.

The knowledge gained on the course will help organisations to achieve: more satisfied customers, increased customer retention, improved operational efficiency, more skilled and prepared staff, increased staff loyalty.

The training fee includes the official ITIL4 DSV exam on the subject, which can be taken online through PeopleCert. More detailed information about the exam can be found on the AXELOS® website.

• For experts who want to understand how to map and design the "customer journey".
• For experts who are responsible for shaping demand and defining service offerings, and aligning expectations and service agreements.
• ITSM managers who are responsible for managing and integrating stakeholder, partner and supplier relationships, and for facilitating or creating the right customer experience.
• For business leaders who want to understand the workings of realising and evaluating value creation through services.
• For business leaders who want to know how to target the markets and customers that are important to their organisation.
• For those who wish to take a formal examination following the training and subsequently obtain the ITIL4 Managing Professional qualification.

The training covers and details 8 major topics:

• Design aspects and planning of customer journeys
• Targeting market actors and stakeholders and methods
• Stakeholder engagement and methods
• Defining needs, developing service offerings and methods
• Developing service level agreements (SLAs) and methods
• Introduction and withdrawal of customers and users to and from services
• Establishing continuous and co-creation of value (service consumption/service provision)
• Measurement and methods of service value, feedback of results into development

More detailed information on the training material can be found on the AXELOS® company website.

To complete the training you must have a prior ITIL4 Foundation qualification. No other qualifications are required for the course. Basic knowledge of previous agile, lean or agile IT concepts is an advantage but not a prerequisite.