ITIL® 4 Specialist: Drive Stakeholder Value Training

Get ITIL® 4 DSV credential with our integrated online course

  • 24 hours of live, instructor-led training conducted by certified instructors
  • 52.5 hours of self-paced online learning with lifetime access
  • Increase your earning potential and employability
  • Earn 24 PDUs
  • Access 4 mock tests, 9 assignments, 9 case studies, & 7 hours of comprehensive assessments
  • KnowledgeHut is an ATO of Peoplecert and a Certified Partner of Axelos

Learning Options

Online Self Learning (OSL)

  • Self- Paced Learning with Lifetime Access
  • Hands-on learning in both theory & practice
  • Get 27.5 hours of self-paced learning sessions
  • 4 assignments & 5 hours of comprehensive assessments to gauge your knowledge
  • 2 mock tests & 1 project/case study to help fine-tune your skills

Blended Learning (OSL + Live Interactive Online Training)

  • Experience 24 hours of live sessions spanning 3 days
  • Get 27.5 hours of online self-paced learning 
  • Hands-on learning in both theory & practice to help you earn 24 PDUs
  • 4 assignments & 5 hours of comprehensive assessments to gauge your knowledge
  • 2 mock tests & 1 case study to help fine-tune your skills
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Corporate Solutions

Learning @ Scale

  • Level up your team's skills to meet demands
  • Future-proof your resources to changing market needs
  • Customized learning solutions for teams
  • Customized learning plans for effective outcomes
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One to One Training

  • Get a dedicated trainer
  • High quality interaction sessions
  • Get your questions answered for deeper understanding
  • Better assessment guidance
  • Get personalized instructor support

Overview

Understand and perform the responsibilities of an expert ITIL® professional with the ITIL® 4 Specialist Drive Stakeholder Value Certification (DSV) through our immersive learning platform. Tech companies today have to align their IT services with business to get ahead of the competition. The program attempts to address these challenges by empowering the workforce with the right skills and ITIL® best practices to support organizational development and business growth.

Our 24-hour live, Instructor-led Training, and/or 52.5-hour Online Self-paced Learning are designed by industry experts to give you the maximum learning benefit. Access 9 assignments of 17 hours, 7 hours of comprehensive assessments, 4 mock tests (6 hours), and 9 case studies as a part of our integrated courseware.

Benefits

Our courseware offers the dual advantage of skills development as well as exam preparation, to accelerate your job productivity and increase your employability with the ITIL® 4 Specialist Drive Stakeholder Value credential. The curriculum is aligned with the latest V4 edition and follows a practical, reason-based approach to boost your knowledge while testing your existing skillset. Understand the elements of interaction between service providers and their customers, users, suppliers, and partners. Our immersive learning experience includes hands-on exercises, practical assignments, quizzes, and mentor support from experienced ITIL® certified trainers to help you prepare for the exam.

  • Get equipped with the tools required to increase stakeholder satisfaction.
  • Increase your earning potential and employability with the ITIL® 4 Specialist DSV credential.
  • Hands-on, in-depth understanding of customer journey and experience to foster enhanced relationships with partners and suppliers.
  • Bridge communication gaps by developing excellent relationships with partners and suppliers.
  • In-depth understanding of customer journey and experience via our immersive learning platform.
  • Enable your teams to increase stakeholder satisfaction which is integral to business success in today’s competitive landscape.
  • Boost productivity of teams, test their skillsets on-the-go, and access personal mentors for extensive support, even during exam prep.

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What you will Learn

  • The program is designed to achieve the following learning objectives in alignment with the ITIL ® 4 best practice framework:

    • 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 on 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
    • Get exam prep and support for the ITIL® DSV Exam
Prerequisites

Drive Stakeholder Value, the Specialist module has ITIL® 4 Foundation as a pre-requisite. Accredited training for the ITIL 4 DSV module is necessary to enable full understanding of the core material.

Who Should Attend

Knowledgehut Experience

MENTORED BY INDUSTRY EXPERTS

Get Mentored by Industry practitioners having more than 10 years of experience.

REASON BASED LEARNING

Don’t gain just theoretical or practical knowledge. Understand the WHAT, WHY, and HOW of a subject. Simplify the subject matter and get in-depth comprehension.

PREP FOR ITIL®4 SPECIALIST DSV EXAM

Theoretical and practical learning backed by assignments, projects/case studies, and more, to help you understand the latest ITSM concepts and gain the ITIL® 4 Specialist DSV credential.

DEVELOP RESOURCEFUL SKILLS

Develop and apply ITIL® skills to enhance the profit margins, productivity, efficiency, agility, and customer satisfaction of the industry you work in.

MICROLEARNING

Learn through small capsules, with bursts of training material that can be readily comprehended, including short videos, flashcards/summary cards, and more, on our integrated platform.

INDUSTRY BASED LEARNING

Get the best of learning with real-life scenario-based assignments and case studies. See the outcome of your skills and their application first-hand.

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 the ITIL® 4 Foundation. Understand the role and importance of Engagement and Customer Journey. Take a quick look at key terminologies and concepts like Stakeholders, Service Consumers, Service Relationships, Customer Journeys, Visibility, Value, Products, and Services. 

Topics:

  • Introduction to ITIL® and ITIL® 4
  • Recap of ITIL® 4 Foundation
  • Introduction to DSV
  • Importance of Engagement
  • Key Terms and Concepts

Learning Objectives:

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

Topics:

  • Understanding Customer Journeys
  • Mapping Customer Journeys
  • Designing the Customer Journey
  • Measuring and Improving Customer Journey

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.

Topics:

  • Introduction
  • Service Consumers and their Needs
  • Service Providers and their Offers
  • Understanding Markets
  • Targeting Markets

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 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.

Topics:

  • Introduction
  • Communicating and collaborating
  • Serve Relationship types
  • Building Customer Relationships
  • Supplier and Partner Relationships
  • Applying Practice: Relationship Management
  • Applying Practice: Supplier Management

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.

Topics:

  • Introduction
  • Demand and Opportunities
  • Specifying and Managing Requirements
  • Designing Service Offerings and User Experiences
  • Selling and Obtaining Service Offerings
  • Applying Practice: Business Analysis

Learning Objectives:

Describe the Purpose of the ‘Agree’ step during the customer journey. Explain how to plan for value co-creation. Learn how to negotiate and agree on 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
  • Agreeing and Planning for value Co-Creation
  • Negotiating and agreeing for a service
  • Applying Practice: Service Level Management

Learning Objectives:

Describe the Purpose of the ‘Onboard’ step during the customer journey. Explain how to prepare onboarding plans, identify the ways of relating to users, and fostering user relationships. Explain how to develop user engagement, delivery channels, and describe how users are authorized and entitled to services. Identify different approaches to the 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:

  • Introduction
  • Planning Onboarding
  • Relating to users and fostering relationships
  • User engagement and delivery channels
  • Enabling Users for Services
  • Elevating Mutual Capabilities
  • Offboarding Customers and Users
  • Applying Practice: Service Catalogue Management
  • Applying Practice: Service Desk

Learning Objectives:

Describe the Purpose of the ‘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:

  • Introduction
  • Fostering a service mindset
  • Provision of User Services
  • User communities
  • Applying Practice: Service Request Management

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 of the 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:

  • Introduction
  • Validating Service Value
  • Tracking and Monitoring Service Value
  • Reporting Value Realization
  • Evaluating and Improving Customer Journeys
  • Realizing value for Service Provider
  • Applying Practice: Portfolio Management

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