ITIL® 4 Specialist: Drive Stakeholder Value Training

Maximize consumer experience with ITIL®4 Specialist: Drive Stakeholder Value

Master all tools of ITIL® to facilitate effective stakeholder management and optimize the customer experience while efficiently managing costs and risks. This two-day ITIL®4 Specialist: DSV training will equip you with the skills to facilitate co-creation of value throughout the customer journey.

  • 220,000 + Professionals trained
  • 250 + Workshops every month
  • 70 + Countries and counting

Grow your ITSM skills

Discover ways to shape customer demand, manage relationships and optimize the customer experience. Master the skills to increase stakeholder satisfaction by co-creating value and fostering an advantageous culture of collaboration and transparency. In this two-day ITIL® 4 Specialist DSV training, you will master the ITIL® 4 customer journey.

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Highlights

  • 24 Hours: Instructor-Led Sessions

  • 24 PDUs on Course Completion

  • 19+ Hours: Videos, Flash Cards and More

  • 12 Assessments and 9 Recall Quizzes

  • Comprehensive Exam Support

  • Lifetime Access to Courseware

Accredited by

Why ITIL® 4 Specialist: Drive Stakeholder Value?

As the most widely adopted ITSM framework across the globe, ITIL’s popularity is set to grow further in today’s increasingly competitive digital economy. Adopted by top global companies including Fujitsu, Target, Disney, Sony and many more, ITIL brings with it improved service delivery, reduced costs and better management of risk and failure.

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The KnowledgeHut Advantage

An immersive learning experience

Immersive Learning

immersive-learning
  • On-demand videos
  • Case studies
  • Assessments, flashcards and recall quizzes
  • Comprehensive assignments

Work-like Experiences

Work-like-experiences
  • Activities and real-world simulations
  • Experiential learning
  • Case studies

Outcome-Focussed

Outcome-Driven-Learning
  • Get advanced learner insights.
  • Measure and track skills progress.
  • Identify areas to improve in.

Blended Learning

blended-learning
  • On-demand, self-paced learning anytime. ​​​​
  • One-to-one mentoring from industry experts.
  • Access to discussion forums, community groups.

The KnowledgeHut Edge

Solid Track Record

KnowledgeHut has empowered thousands of professionals with certifications in ITSM.

Experiential Workshops

Activities, team-based exercises, practical case studies: High energy workshops with hands-on learning.

Comprehensive Exam Support 

Theoretical and practical learning backed by mock tests. We’re right by you for any certification assistance.

Mentorship by Industry Experts

One-to-one mentorship, real-world tips and time-tested techniques from accredited expert practitioners.

Continual Learning Support

Webinars, e-books, tutorials, articles, and interview questions - we're right by you in your learning journey!

Post-Class Career Support

Six months of post-training mentor guidance to overcome challenges in your ITSM career.

Steps to get ITIL® Specialist: DSV certified

Strengthen your knowledge and practice of the processes and concepts with the latest ITIL® 4 certifications. Validate your expertise as an ITIL professional with the ITIL 4 Specialist: Drive Stakeholder Value certification and take advantage of networking opportunities with the best in the industry. Not sure where to start with your ITIL 4 Specialist DSV certification? Just follow these simple steps.

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path to certification
Prerequisites

Prerequisites for the ITIL® 4 Specialist: DSV training program

  • ITIL 4 Foundation certification is a pre-requisite for the ITIL 4 Specialist: DSV certification
  • Training for the ITIL 4 DSV module is necessary to enable a full understanding of the core material.

Who should attend this course?

ITSM professionals

ITSM practitioners managing stakeholders

Professionals focusing on customer journey and experience

Professionals managing partner and supplier relationships

ITSM managers and prospective ITSM managers

ITIL certified professionals looking to accelerate their careers

Students and individuals with interest in ITSM

ITIL® 4 Specialist: DSV Certification Course Schedules

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What you will learn in the ITIL® 4 Specialist: DSV Training

1

Service Strategy

Understand the characteristics of markets; design activities to enhance business outcomes.

2

Customer needs

Describe customer needs as well as internal and external factors that affect them.

3

Value proposition

Learn how to identify service providers and explain their value propositions.

4

Customer service

Analyse customer needs and demonstrate techniques for effective communication/collaboration.

5

Value Creation

Plan for value creation to negotiate and agree on service utility, warranty, and experience.

6

Service Management

Apply suitable strategies to mutually elevate customer and service provider capabilities.

7

Transitioning

Know how to prepare onboarding and offboarding plans for customers and users.

8

Value co-creation

Understand how users can request services and develop user engagement and delivery channels.

9

Validate service value

Learn the methods for encouraging and managing customer and user feedback.

10

Create a service mindset

Learn how to foster a service mindset (attitude, behaviour, and culture).

11

Gauge Satisfaction

Demonstrate methods for measuring service usage and customer experience and satisfaction.

12

Measure Outcomes

Learn the different types of reporting of service outcome and performance.

Skill you will gain with the ITIL® 4 Specialist: DSV certification course

Design customer journeys

Target markets and stakeholders

Foster stakeholder relationships

Shape demand and define service offerings

Align expectations and agree details of services

Onboard and offboard customers and users

Ensure continual value co-creation

Realize and validate service value

Transform Your Workforce

Evolve IT skills with your business needs

Whether you’re looking to move from on-premise to the cloud or from monolith to microservices, modernizing your systems can be daunting. Are your teams armed with the digital dexterity they need to tackle whatever comes next?

  • Custom Training Solutions
  • Immersive Learning
  • Learn by doing approach
  • Immediately applicable skills


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ITIL® 4 Specialist: Drive Stakeholder Value Course Curriculum

Learning Objectives

  • Start with a recap of what is ITIL and its evolution to ITIL 4. Recollect the Key fundamentals that were covered in ITIL 4 Foundation.  
  • Understand the role and importance of Engagement and customer journey.
  • Take a quick look at key terminologies and concepts : Stake holders, Service Consumers, Service Relationships, Customer Journeys, Visibility, Value, Products and Services.

Topics

  • Introduction to ITIL and ITIL 4
  • Recap of ITIL 4 Foundation
  • Recap of core components of ITIL
  • Introduction to DSV
  • Importance of Engagement
  • DSV: Key Terms and Concepts
Video preview 2.

Learning Objectives

Describe and explain the concepts of customer Journey. Map, design, measure and improve customer journeys.


  • Understanding customer journeys
  • Purpose and value of customer journeys
  • Steps involved in customer journeys
  • Stages involved in customer journeys
  • Touchpoints and interactions
  • Mapping customer journeys: Need and purpose
  • Draw a customer journey map
  • Customer experience
  • Key aspects involved in designing customer journeys
  • Design thinking
  • The role of Behavioural Psychology
  • Design and culture
  • Measuring and improving customer journey
Video preview 3.

Learning Objectives

  • Describe the Purpose of ‘Explore’ during the customer journey.  
  • Identify customer needs and internal and external factors that affect them.  
  • Identify service providers and explain their value propositions.  
  • Explain how to understand Markets and their characteristics.  
  • Identify and describe various marketing activities and techniques.
  • Explore: overview and common pitfalls
  • Explore: from the service consumer and provider perspective
  • Purpose of the organization and different stakeholders
  • PESTLE and SWOT Analysis
  • Objectives and opportunities for service risks and mitigation
  • Identify, evaluate and select service providers
  • Understanding markets
  • Market segmentation
  • Identifying and analyzing service consumers
  • Targeting markets and value proposition
  • Marketplace and marketspace
  • Personalizing and profiling
  • Targeted marketing
  • Brand and reputation
  • Sustainability and triple bottomline
  • Importance of existing customers
Video preview 4.

Learning Objectives

  • Explain the Purpose of ‘Engage’ during the customer journey.
  • Explain the use of communication and collaboration activities and techniques.
  • Describe how to develop customer relationships. Identify the different supplier and partner relationship types, and how these are managed.
  • Explain how the Relationship management practice can be applied to enable and contribute to fostering relationships.
  • Also explain how the Supplier management practice can be applied to enable and contribute to supplier and partner relationships management.
  • Introduction to ‘Engage’
  • The purpose of Engage
  • Communicating and collaborating
  • Listening
  • Why care about diversity in communication
  • Types of service relationships – Parts 1 and 2
  • Service relationship
  • Service relationship ladder
  • Service relationship ladder: Creating an environment that allows relationship patterns to emerge
  • Service relationship ladder: Building and sustaining trust and relationships
  • Understanding service provider capabilities
  • Understanding customer needs
  • Supplier and partner relationships
  • Applying Practice: Key aspects of Relationship Management 
  • Applying Practice: Practice Success Factors (PSF) in Relationship Management 
  • Applying Practice: Practice Success Factors (PSF) in Supplier Management
Video preview 5.

Learning Objectives

  • Describe the Purpose of ‘Offer’ step during the customer journey. Explain how to capture, influence and manage demand and opportunities.  
  • Explain how to collect, specify and prioritize requirements from a diverse range of stakeholders.  
  • Describe the methods for designing digital service experiences based on value-driven, data-driven and user-centered service design.  
  • Understand approaches for selling and obtaining service offerings.  
  • Explain how the Business Analysis practice can be applied to enable and contribute to requirement management and service design. 
  • Purpose of ‘Offer’
  • Managing demand and opportunities
  • Shaping and smoothing demand
  • Business case
  • Specifying and managing customer requirements
  • Minimum Viable Product
  • User stories and story mapping
  • Applying the MOSCOW method
  • Weighted Shortest Job First (WSJF)
  • Designing service offerings and user experience
  • Lean thinking
  • Agile software development approach
  • Designing approaches
  • Design for onboarding
  • Selling and obtaining service offerings
  • Applying practice: Business Analysis

Learning Objectives

  • Describe the Purpose of ‘Agree’ step during the customer journey. Explain how to plan for value co-creation. 
  • Learn how to negotiate and agree service utility, warranty and experience.  
  • Explain how the Service Level management practice can be applied to enable and contribute to service expectation management.

Topics

  • Introduction to ‘Agree’
  • Purpose of Agree
  • Service value drivers
  • Service interaction method
  • Service quality and service level
  • Characteristics of service
  • Negotiating and agreeing service
  • Forms of agreement – Parts 1 and 2
  • Outcome-based Agreements
  • Consumer needs to Agreement
  • Content and structure of SLA
  • Negotiating and agreeing utility, warranty, and experience
  • Negotiating and agreeing other terms and conditions
  • Standardizing and automating agreements
  • Applying Practice: Service Level Management
  • Applying Practice: Practice Success Factors (PSF) Part 1
  • Applying Practice: Practice Success Factors (PSF) Part 2

Learning Objectives

  • Describe the Purpose of the ‘Onboard’ step during the customer journey. Explain how to prepare onboarding plans and identify the ways of relating with users and fostering user relationships.
  • Explain how to develop user engagement and delivery channels and describe how users are authorized and entitled to services. Identify different approaches to mutual elevation of customer, user, and service provider capabilities.
  • Explain how to prepare offboarding plans.
  • Understand how the Service Catalogue management practice can be applied to enable and contribute to offering user services.
  • Learn how the Service Desk practice can be applied to enable and contribute to user engagement.

Topics

  • Purpose of ‘Onboard’
  • Planning Onboarding
  • Fostering relationships with users
  • User engagement and delivery channels
  • Enabling users for services
  • Enabling mutual capabilities
  • Offboarding customers and users
  • Applying practice: Service Catalogue Management
  • Practice Success Factors of Service Catalogue Management - Part1
  • Practice Success Factors of Service Catalogue Management - Part 2
  • Applying Practice: Service Desk
  • Applying Practice: Practice Success Factors (PSFs) - Part 1
  • Applying Practice: Practice Success Factors (PSFs) - Part 2

Learning Objectives

  • Describe the Purpose of ‘Co-Create’ step during the customer journey. 
  • Explain how to foster a service mindset, and use different approaches for the provision of user services. 
  • Describe how users can request services and how to manage them. 
  • Explain how the Service Request management practice can be applied to enable and contribute to service usage.

Topics

  • Purpose of ‘Co-create’
  • Fostering a service mindset
  • Service mindset: Provision 
  • Service mindset: Consumption
  • Provision of user services
  • Activities within ongoing Service Interactions
  • Service requests
  • Service desk interactions
  • Exceptions – when things go wrong
  • Moments of truth
  • Intelligent disobedience
  • Customer and user feedback
  • Nurturing user communities
  • Applying Practice: Co-create
  • Applying Practice: Practice Success Factors (PSFs) – Part 1
  • Applying Practice: Practice Success Factors (PSFs) – Part 2 

Learning Objectives

  • Understand the Purpose of ‘Realize’ step during the customer journey. 
  • Explain how to validate service value. Understand methods to track and monitor service value (outcome, risk, cost and resources). Understand different types of reporting of service outcome and performance. 
  • Explain how to evaluate and improve the customer journey. Describe the aspects for realization of value for the Service provider.  
  • Explain how the Portfolio Management practice can be applied to enable and contribute to service value realization. 

Topics

  • Purpose of ‘Realize’
  • Validating service value
  • Tracking value realization
  • Service profit chain model
  • Tracking experience and satisfaction
  • Assessing and reporting value realization
  • Evaluating value realization and improving customer journeys
  • Evaluation, verification and continual improvement
  • Realizing value for the service provider
  • Charging and billing
  • Applying Practice: Portfolio management
  • Applying Practice: Practice Success Factors (PSFs) – Part 1
  • Applying Practice: Practice Success Factors (PSFs) – Part 2

ITIL® 4 Specialist: DSV Course FAQs

ITIL®4 Specialist: DSV Training

Our ITIL® Specialist: Drive Stakeholder Value certification training has been designed to help you embark on a successful ITSM career by mastering the principles of the ITIL framework. By the end of the course you will gain the expertise to:

  • Integrate value streams and activities to Drive Stakeholder Value IT-enabled products and services, and relevant practices, methods, and tools.
  • Ensure continual improvement of products, services, and practices across all value chain activities.
  • Bring about service performance, service quality and improvement methods 
  • Implement relevant ITIL practices to create value and ensure delivery and support in response to demand.
  • Understand stakeholder needs and provide a good channel of communication and continued engagement.

Our ITIL® Specialist: Drive Stakeholder Value Training aims to equip you with all the skills to be an effective ITSM practitioner. You will develop practical skills to be able to:

  • Design customer journeys 
  • Target markets and stakeholders 
  • Foster stakeholder relationships 
  • Shape demand and define service offerings 
  • Align expectations and agree details of services 
  • Onboard and offboard customers and users 
  • Ensure continual value co-creation (service consumption / provisioning)
  • Realize and validate service value 

The ITIL® Specialist: Drive Stakeholder Value certification helps you:

  • Enhance your market value in the field of driving stakeholder value through the delivery and management of tech-enabled products and services 
  • Utilize ITIL® tools and techniques to improve efficiency and effectiveness of your projects 
  • Design, develop, and transition a value stream using ITIL® practices. 
  • Aim for higher ITIL® certifications to elevate your ITSM career 

This course is for anyone who wishes to enhance their expertise in end-to-end delivery of IT enabled services and products, such as:

  • Practitioners responsible for managing and integrating stakeholders 
  • Professionals who focus on customer journey and experience 
  • Professionals responsible for fostering relationships with partners and suppliers 
  • ITSM managers and Prospective ITSM managers  

ITIL®4 Specialist: DSV Module has ITIL® 4 Foundation as a prerequisite. Accredited training for the ITIL®4 Specialist: DSV module is necessary to enable a full understanding of the core material.

Yes, you will get free e-learning access to over 100 courses that will be available at KnowledgeHut for one year.

You will earn 24 PDUs by participating in the ITIL® Specialist: Drive Stakeholder Value Training program. These can be used for recertification from PMI® Inc. For further information about PDUs, please reach us at support@knowledgehut.com.

ITIL®4 Specialist: DSV Certification

The ITIL® Specialist: Drive Stakeholder Value Certification is offered by AXELOS, a world-renowned body dedicated to managing, developing and growing the global best practice portfolio of ITIL.

Accredited training for the ITIL Managing Professional modules is necessary to enable full understanding of the core material.

  • Register for KnowledgeHut’s ITIL®4 Specialist: DSV course and attend the 2-day training.
  • Take the online ITIL®4 Specialist: DSV exam (you will receive the exam key from PeopleCert®). Get a minimum score of 70% in this 90-minute closed-book exam.
  • Download the ITIL®4 Specialist: DSV certificate and become a leader in your ITSM team! 

No, the ITIL®4 Specialist: DSV certification does not expire.

Yes, you will receive a course completion certificate on completing the course.

ITIL®4 Specialist: DSV Exam

The exam is conducted through PeopleCert®. (KnowledgeHut is an ATO with PeopleCert®.)

The ITIL®4 Specialist: Drive Stakeholder Value certification exam is an online, closed-book exam. The format is:

  • Type: Multiple Choice, closed book exam
  • Duration: 90 minutes
  • No. Of questions: 40
  • Passing score: 70%
  • No negative marking. 

The ITIL 4 Drive Stakeholder Value examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of ITIL 4 to all types of engagement and interaction between a service provider and their customers, users, suppliers and partners.

After you complete your 2-day ITIL® Specialist: Drive Stakeholder Value course, you will receive an email from PeopleCert® with details you need to attempt the exam.

No, you will have a time limit of 90 minutes and will not be able to pause the test. If you accidentally close the window, then you’ll be able to reopen it immediately. In case your exam page freezes, you can refresh the web browser and you will be able to continue the exam from where you left it. Similarly, if your web browser has a problem, you can go to the start link available in your email and you should be taken back to the last question you were on.

If you fail, you can apply for a re-evaluation of the ITIL® Specialist: Drive Stakeholder Value exam at an additional cost. The re-evaluation fee is refundable if the outcome is decided in your favour. If it isn’t though, you’ll end up losing the appeal fee, and would need to buy a fresh exam voucher.

Yes. The PeopleCert® allows you to retake the ITIL® Specialist: Drive Stakeholder Value exam if you fail. 

Yes. PeopleCert® allows you to retake the ITIL® Specialist: Drive Stakeholder Value exam as many times as you’d like. However, there is a cost associated for each attempt. 

PeopleCert® announces the final results within 2 business days after your answers are officially submitted to them by the exam supervisor. Your profile at PeopleCert needs to be complete, without which your Official Results will not be released.

ITIL®4 Specialist: DSV Workshop Experience 

The ITIL®4 Specialist: Drive Stakeholder Value workshop at KnowledgeHut is delivered through PRISM, our immersive learning experience platform, via two modes of delivery:   

Blended learning: 

  • Get the best of both worlds with live and interactive instructor-led training sessions along with the convenience and flexibility of self-paced learning.  
  • Listen, learn, ask questions, and get all your doubts clarified from your instructor, who is an experienced practitioner. 
  • You also get to collaborate and learn from the experience of your peers in real-world simulations and activities.  

On-Demand Self-Learning: 

  • Learn conveniently at your own pace, whenever and wherever you choose and benefit from the limitless educational possibility that comes with lifetime access. The entire courseware and all the features of our immersive learning experience platform will remain at your fingertips whenever you wish to refresh concepts and clear your doubts.

All of KnowledgeHut’s ITIL® Specialist: Drive Stakeholder Value Certification training is delivered by experienced accredited experts who are: 

  • Masters in ITIL and have immense experience in leading, applying, coaching, and teaching it  
  • Skilled in ITSM 
  • Industry practitioners active in IT operations and the field of IT management.  

Our dedicated team of coaches deliver training on par with the standard of excellence as set out by AXELOS. Every candidate receives the same high-quality content irrespective of the trainer and the location. 

The conventional in-person ITIL® Specialist: Drive Stakeholder Value Training was earlier delivered as a 16-hour, 2-day training course. The online ITIL® Specialist: Drive Stakeholder Value Training is now 14-16 hours long.  

The online course is divided into several classes of shorter hours, unlike the in-person class that has 2 classes, each 7 to 8 hours long. The instructor uses tools like a webcam for interacting with the participants and participants will also be able to virtually collaborate with one another. 

Our workshops are structured in three parts – pre-workshop, workshop and post-workshop – to provide you with a completely immersive learning experience. This tried and tested workshop structure has worked well with thousands of ITSM professionals we’ve helped upskill over the years. 

  1. Pre-workshop: Take our diagnostic assessment before the workshop and benchmark your skill levels at the start of the course. This allows you to map and demonstrate your skills learning progression as you reach the end of the course. 
  2. Workshop: Join the live and interactive instructor-led sessions right from within PRISM, our immersive learning experience platform with a state-of-the-art intelligent coding environment. Experience immersive learning with assignments, assessments, recall quizzes, mock tests and much more. 
  3. Post-workshop: We don’t just impart skills but also want to make sure that you implement them post the course. To help you with this, we are always in touch with you through newsletters, webinars or next version trainings. Some post-training deliverables lined-up for you are: 
    • Instructor-led session recordings 
    • Access to alumni network 
    • Continued social learning with discussion forums, group messenger and one-to-one messaging. 
    • Additional workshops on advanced level concepts 
    • Regular emails, blogs, articles, emails, newsletters, tutorials and other such rich informational content. 

A unique feature of our ITIL course is the highly engaging, immersive learning you experience. You get to learn, practice, assess, get insights on your learning, and personalize your learning journey.  

LEARN: Engaging self-learning videos, smart flashcards, interactive eBooks and recall quizzes help reinforce your learning. You also get to maximize your learning potential with collaborative social learning via discussion forums and group and one-to-one messaging.  

PRACTICE: Case studies and real-time simulations help you gain confidence and get productive from day one.  

ASSESS: Assess your skills at every stage with a variety of questions ranging from multiple choice to code-based, completely auto-graded by the system. Assignments and projects within our inbuilt and intelligent development environment give you micro “work-like” experiences. Test your subject matter comprehension through diagnostic, module level and final assessments.  

GET INSIGHTS: Based on your performance in the assessments, assignments, and projects, you gain deep insights on your progress, which help you identify areas you are good at and where you need to improve. All you need to do is follow recommendations and enhance your skill proficiency from where you are to where you want to get. 

PRISM is KnowledgeHut’s state-of-the-art learning experience platform. PRISM is designed to provide a highly engaging, immersive learning experience with you at the center of the learning.  

PRISM supports all types of courses, including on-demand self-paced learning, blended learning, and live virtual classes. Here are some key features of the platform:

  1. Learners can watch videos, join live sessions directly, and even book 1 - 1 mentoring sessions with expert instructors easily, using a single dashboard. 
  2. Integrated Practice Environment runs directly in the user’s browser, offering a complete set of development tools to allow learners to practice what they’ve learned.  
  3. Feature-rich videos with detailed explanations are augmented by flash cards, interactive e-reading content and quick recall quizzes designed to strategically reinforce learning.  
  4. Diagnostic, module-level and final assessments give learners valuable insights, allowing them to map and demonstrate their skills learning progression through the course. 
  5. Learners get micro work-like experiences from auto-graded projects that help them learn on the job, much like developers in leading tech companies.  
  6. Social Learning tools include a discussion board that features questions posted by other learners on the system and responses by both mentors and learners. Additionally, one-to-one and group messaging is also available.  
  7. Comprehensive reports give both organizations and learners a deep and thorough insight into skills progression. 

The ITIL®4 Specialist: Drive Stakeholder Value course material comprises of the study plan and all relevant assignments, assessments, or case studies. All the course material will be available on PRISM.

The ITIL®4 Specialist: Drive Stakeholder Value sessions would be auto recorded on PRISM, subject to permission by AXELOS and the instructor. Based on the permissions, you would have lifetime access to the video recordings of the sessions as well.

Our workshops are currently held online and anyone with a stable internet from anywhere across the world can benefit from this to get ITIL certified.  You can check out the schedules here.

You will receive a registration link from PRISM to your e-mail id. You will have to set your password, log in to our Immersive Learning Experience platform and start your learning journey. 

If you miss a class, you can access the class recordings from PRISM at any time. At the beginning of every session, there will also be a 10-12 minute recapitulation of the previous class.

No, you will not yet be able to join the training through phone or tab. Please be prepared to join the training on your laptop or desktop.

If you get disconnected during the training, you will have the option to re-join within about half an hour subject to accreditation body guidelines and the instructor’s preference. 

You will get the benefit of both since this is a blended learning workshop. 

We currently use the Zoom platform for video conferencing and will soon be adding more integrations with Webex and Microsoft Teams. However, all the sessions and the recordings will be available right from within our learning platform. Learners will not need to wait for any notifications or links or install any additional software. 

Yes, there are other participants who actively participate in the class remotely.  They can attend online training from office, home, or any other suitable place. 

In case of any queries, our support team is available to you 24/7 via the Help and Support section on PRISM. You can also reach out to your workshop manager on your workshop group messenger. 

Unlimited number of attempts are permitted for quizzes. Assignments can be retaken for the specified number of attempts.

Should you have any more questions, please email us on support@knowledgehut.com and we will be happy to get back to you.

ITIL®4 Specialist: DSV Certification - Additional FAQs

More about ITIL 4 DSV Training

The ITIL Managing Professional (MP) designation has been created for IT practitioners working with digital teams and technology in the organization. As an ITIL MP, you will have the knowledge as well as the technical skills needed to run IT teams, workflows, and projects. To become an ITIL MP, you have to successfully pass the following exam modules:

There is standard picture available for MP certification illustrating different certifications.

  1. ITIL Specialist Create, Deliver & Support - In this module, you will be learning about the core service management techniques and methods for service quality, improvement, and performance. It is best suited for (ITSM practitioners) and professionals who manage delivery of IT products and services.
  2. ITIL Specialist Drive Stakeholder Value - This module involves interactions and engagements between the customers, users, partners, and suppliers. It also includes SLA design, communication, multi-supplier management, UX and CX design, customer journey mapping, and relationship management.
  3. ITIL Specialist High-Velocity IT - For this module, you will be learning the integration of different methodologies like Lean and Agile that will support rapid delivery of IT services and products.
  4. ITIL Strategist Direct Plan & Improve - This last module will be covering practical skills required for creating a learning IT organization that has an effective and strong strategic direction. It involves leveraging Lean and Agile for planning and delivering continual improvements quickly.

The ITIL 4 Specialist Drive Stakeholder Value (DSV) certification is for anyone working in the role that deals with suppliers. This includes professionals responsible for managing and working with suppliers and providing an integrated service management organization.

The module covers the different types of interaction and engagement between a service provider and its users, customers, partners, and suppliers. It is focused on converting demand into value using IT-enabled services. The key topics covered in the module are SLA design, communication, customer journey mapping, multi-supplier management, UX and CX design, and more.

The targeted groups for DSV certification are:

  • Individual professionals who want to continue their journey in the field of ITSM . (IT service management -ITSM)
  • Current and aspiring ITSM Managers.
  • ITSM practitioners who manage delivery of digital and IT-enabled services and products.
  • Existing qualification holders who want to further develop their knowledge.
  • ITSM practitioners who have to integrate stakeholders, foster relationships with suppliers and partners, and focus on the journey and experience of the customers.

Also, all the candidates are required to have the ITIL 4 Foundation certification and must have attended a training program from an ATO (Accredited Training Organization). For ITIL 4 DSV, the recommended training duration is 18 hours (including the exam).

The ITIL 4 Specialist Drive Stakeholder Value (DSV) course covers the interactions and engagements between the service providers and users, customers, partners, and suppliers along with key UX, CX, and journey mapping concepts. The training will help you learn the skills required for creating, maintaining and improving IT-enabled products and services.

The DSV course is for all the IT service professionals who want to get the designation of ITIL Managing Professional (MP). It is also aimed for ITIL professionals who want to continue their journey in the field of ITSM and are focused on the experience and journey of the customers. These professionals are responsible for building and maintaining relationships with suppliers and partners.

The ITIL Specialist Drive Stakeholder Value (DSV) course is among the four modules required for getting the designation of ITIL Managing Professional (MP). It is aimed for professionals who want to get an understanding of the different forms of interactions between the service provider and the user, customers, partners, and suppliers.

To take up the DSV certification program, you must have attained the ITIL 4 Foundation certificate. You will have to provide a copy of your certificate while registering for the training program which means for the certificate to be released, foundation certification to be uploaded )  .Also, attending this training course is mandatory to sit for the exam.

The notion behind DSV is simple. It is to offer knowledge of how to transform demand into value using IT-enabled services. Through the course, you will learn about key topics such as relationship management, service-level agreement design, user and customer experience design, multi-supplier management, customer journey mapping, and others. If you are working in a service management role, this field is for you. Here are some of the popular job titles that go for the DSV course:

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

PeopleCert administers the ITIL 4 Specialist Drive Stakeholder Value (DSV) certification exam. The whole exam is 90 minutes in length and has 40 Multiple-Choice questions. It is administered online through an independent examination body. All the participants will get an exam voucher through which they will be able to schedule their exam after they have completed the course.

In order to receive your certificate, you need at least 70% marks. Once you are done with the course and the exam, you will get 18 PDUs (Professional Development Units) for project managers.

As an IT Manager, you have to assess interactions with customers, users, partners, and suppliers to learn how they can fully optimize their services. The DSV module will provide you with several techniques and tools to optimize the stakeholder value while focusing on user and customer experience and journey mapping.

After you have given the exam, it will take 10-15 business days to get the results. The ITIL 4 Specialist Drive Stakeholder value certification exam will test your ability as an IT service manager who is pursuing the designation of ITIL Managing Professional (MP). This is for all the professionals who want to continue their journey in the field of ITSM.

All of the ITIL certifications have lifelong validity. This simply means that ITIL certifications do not expire. However, exam vouchers do have a validity of one year from the issued date. This means that if you have purchased the exam voucher, you have to book the exam in a year, or else you would have to pay the full amount for purchasing the voucher again.

The ITIL 4 Specialist Drive Stakeholder Value (DSV) course is among the four modules you need to complete to get the designation of ITIL Managing Professional (MP). It is aimed at individuals who want to get a firm grasp on the different forms of interactions that take place between a service provider and its users, customers, partners, and suppliers. This course focuses on the following practices of ITIL 4:

  • Business Analysis
  • Business Relationship Management
  • Portfolio Management
  • Relationship Management
  • Service Catalog Management
  • Service Desk
  • Service Level Management
  • Service Request Management
  • Supplier Management 

The key concept of DSV is to provide an understanding and skills for converting demand into value using IT-enabled services. During your training program, you will learn about concepts like service level-agreement design, relationship management, multi-supplier management, customer journey mapping, user and customer experience design, and more. As an individual, you will be walking away with all the tools you need for driving user engagement and boosting internal as well as external stakeholder satisfaction.

The ITIL 4 Specialist Drive Stakeholder Value (DSV) certification aims to provide IT practitioners, leaders, and support staff with the ITIL 4 Foundation qualification an understanding of different engagements and interactions that occur between a service provider and its users, customers, partners, and suppliers. It is based on the best practice service value system.

Through the DSV course (virtual classroom live and classroom live), you will be qualified for a total number of 21 Professional Development Units (PDUs):

  • Leadership - 5
  • Technical Project Management - 8
  • Strategic Business Management - 8

This course is best suited for professionals who want to work in the field of service management and are currently or aspiring ITSM Managers. If your role involves managing and integrating stakeholders, fostering relationships with suppliers, partners, focusing on the journey and experience of customers, then this course will be of good help for you.

ITIL 4 Specialist Drive Stakeholder Value (DSV) certification aims to provide you with the knowledge and understanding of the different forms of interactions and engagement between a service provider and their users, customers, partners as well as UX, CX, and journey mapping concepts.

Organizational benefits of DSV certification

  • The ITIL 4 Specialist Drive Stakeholder Value (DSV) certification can help the organizations in achieving the below benefits
  • Highly knowledgeable staff
  • Improved efficiencies
  • High level of customer retention and satisfaction
  • Staff retention 

Individual benefits of DSV certification

As an employee, you will be able to enjoy the following benefits through ITIL 4 Specialist Drive Stakeholder Value (DSV) certification:

  • Greater job satisfaction
  • Increased understanding of the stakeholders, customers, and users

Even if you fail the DSV exam, you are not out of options. PeopleCert gives you the option to resit the exam. Take2 is their add-on service that you can get through an ATO or you can purchase it by yourself during the checkout process. However, this is only available through online proctoring and is only applicable to the exam you have bought. Also, the option to take the exam will be enabled only if you fail the initial exam.

Here are some of the benefits you have because of Take2:

  • Time to prepare - The take2 exam will be scheduled for about 6 months after your initial test date, giving you plenty of time to prepare.
  • Affordable - With Take2, you don’t have to pay the full price of the exam.
  • Convenience - You are allowed to schedule the Take2 exam according to your schedule.
  • Peace of Mind - When you know that you can retake an exam, it gives you peace of mind and lets you stay relaxed.

With ITIL, you have the option to resit the exam. Take2 is your chance of passing the exam successfully. There are three purchase options that you have:

  1. Training Organization - While your classroom is being assigned, you can add the Take2 exam through your ATO. During your registration process, you will have to enable the Take2 option in the Candidate Profile. This must be done before giving the initial exam.
  2. Shopping cart - While you are buying the exam, you can add the Take2 exam option in your shopping cart.
  3. Candidate’s profile - If you didn’t purchase the Take2 option, you can add it through your Candidate’s profile. However, you have to do this at least 15 minutes before you appear for the exam.

The resit exam option will be enabled after you have given the exam and failed. You will receive an email to schedule your exam. The exam will be taken through online proctoring so that you can give the exam from the comfort of your home.

What learners are saying

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Software Developer.

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Everything from the course structure to the trainer and training venue was excellent. The curriculum was extensive and gave me a full understanding of the topic. This training has been a very good investment for me.

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The customer support was very interactive. The trainer took a very practical oriented session which is supporting me in my daily work. I learned many things in that session. Because of these training sessions, I would be able to sit for the exam with confidence.

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