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ITIL 4 Specialist: Drive Stakeholder Value Training

ITIL 4 Specialist: Drive Stakeholder Value

Gear up to earn the in-demand ITIL Specialist Drive Stakeholder Value certification

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Prerequisites for ITIL® 4 Specialist: DSV Course

Prerequisites and Eligibility
  • ITIL 4 Foundation certification is mandatory
  • Training for the ITIL 4 DSV module is helpful for thorough understand
Prerequisites and Eligibility
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  • 250+
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ITIL® 4 Specialist: Drive Stakeholder Value Course Highlights

Course Highlights

24 Hours of Live Instructor-Led Sessions

Earn 24 PDUs on Course Completion

75+ Hours of On-Demand Self-Paced Learning

12 Assessments, 9 Recall Quizzes, More

All-Inclusive Learning with Exam Fee Included

Get Lifetime Access to Courseware on Course Completion

Master the skills to increase stakeholder satisfaction by fostering an advantageous culture of collaboration and transparency and learn strategies to shape customer demand, manage relationships and optimize the customer experience. In this two-day ITIL® 4 Specialist DSV training, you'll master the skills to drive co-creation of value throughout the ITIL® 4 customer journey.

This program is delivered in blended learning mode so you get the best of live and engaging instructor-led sessions, along with the convenience of on-demand self-paced learning. With auto-graded assessments, case studies, recall quizzes and more, you're in for a completely immersive learning experience. The course prepares you with a thorough understanding to ace the ITIL® 4 Specialist Drive Stakeholder Value exam in the very first attempt.

By the end of the course, you'll be equipped to develop and maintain effective relationships with stakeholders while guiding them through the steps in the customer journey, and will have the tools to facilitate value co-creation and customer outcomes while efficiently managing costs and risks.

The ITIL® 4 Specialist Drive Stakeholder Value Certification, a designation offered by AXELOS to practitioners who demonstrate their understanding by passing the exam, validates your expertise as an ITSM professional.

ITIL®, ITIL® Specialist Drive Stakeholder Value, and AXELOS are registered trademarks of AXELOS Limited, used under the permission of AXELOS Limited. The Swirl logo™ is a trademark of AXELOS Limited, used under the permission of AXELOS Limited. PeopleCert® is the registered trademark of PeopleCert International Ltd., the sole Examination Institute (EI) for the delivery of AXELOS Accreditation and Examination services worldwide. KnowledgeHut is a Certified Partner of AXELOS and an Accredited Training Organization (ATO) with PeopleCert®.

Why KnowledgeHut for ITIL® 4 Specialist: DSV

The KnowledgeHut Advantage

Solid Track Record

KnowledgeHut has empowered thousands of professionals with certifications in ITSM.

Experiential Workshops

Activities, team-based exercises, practical case studies and high energy workshops.

Comprehensive Exam Support

Theoretical and practical learning backed by mock tests. We’re right by you.

Mentorship by Industry Experts

One-to-one mentorship, real-world tips and time-tested techniques from experts.

Continual Learning Support

Make the best of webinars, e-books, tutorials, articles, and interview questions.

Post-Class Career Support

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

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ITIL® 4 Specialist: Drive Stakeholder Value Course Curriculum

Curriculum

1. Introduction and Key Concepts

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

2. The Customer Journey

Learning Objectives

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

Topics:

  • 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
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3. Customer Journey: Explore

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:

  • 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
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4. Customer Journey: Engage

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.

Topics:

  • 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
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5. Customer Journey: Offer

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:

  • 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
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6. Customer Journey: Agree

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

7. Customer Journey: Onboard

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

8. Customer Journey: Co-create

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

9. Customer Journey: Realize

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

What You'll Learn in the ITIL® 4 Specialist: DSV Course

Learning Objectives
Service Strategy

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

Customer needs

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

Value proposition

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

Customer service

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

Value Creation

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

Service Management

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

Who can attend the ITIL® 4 Specialist: DSV Training

Who This Course Is For?
  • 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
  • ITSM professionals
Who Should Attend

ITIL® 4 Specialist: Drive Stakeholder Value Courses FAQs

Frequently Asked Questions
ITIL4 Specialist: DSV Training

1. What can I expect to accomplish after completing the ITIL Specialist: Drive Stakeholder Value Course?

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.

2. What practical skills can I expect to have after completing the ITIL Specialist: Drive Stakeholder Value Course?

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

3. How does an ITIL Specialist: Drive Stakeholder Value Certification help me? 

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

4. Is the ITIL Specialist: Drive Stakeholder Value course only for IT professionals? Who else can take this course?

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

5. What are the prerequisites for the ITIL® 4 Specialist: Drive Stakeholder Value Training Course?

ITIL4 Specialist: DSV Module has ITIL® 4 Foundation as a prerequisite. Accredited training for the ITIL4 Specialist: DSV module is necessary to enable a full understanding of the core material.

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