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The ITIL® 4 Drive Stakeholder Value (DSV) qualification provides an understanding of how to develop engagement and interaction between service providers and their customers, users, suppliers, and partners using relevant practices, methods, and tools.
The ITIL® 4 DSV course and exam support candidates in building successful service relationships and value creation, as described in ITIL® 4. This qualification is a prerequisite for the ITIL® 4 Managing Professional designation.
ITIL® Version
Based on ITIL® 4 and syllabus 20200330ENITIL4MPDSV2019CandidateSyllv10.
Language
The course, materials and exam are in English.
Course Objectives
- Design customer journeys and stakeholder interactions.
- Align expectations and agree on services.
- Ensure continual value co-creation.
- Understand service value realization and validation.
- Prepare confidently for the PeopleCert ITIL® 4 DSV exam.
- Apply ITIL® principles in practice.
Target Audience
- Professionals involved in stakeholder relationship management.
- Personnel interacting with customers, partners, and suppliers.
- Participants with at least one year of IT experience.
Course Structure
Interactive readings, breakout exercises, and exam-style practice questions.
Course Content
- Customer journeys and markets
- Stakeholder needs and prioritization
- Relationship and supplier management
- Service offerings and demand management
- Value co-creation and service experience
- Service level, service desk, and request management
- Customer feedback and performance reporting
- Charging mechanisms and portfolio management
Study Days
3 days including the final exam.
Prerequisite
ITIL® 4 Foundation certification.
Exam
- PeopleCert ITIL® 4 DSV exam included
- Format: 40 multiple-choice questions
- Duration: 90 minutes
- Exam taken at end of course or via voucher valid for 12 months
Download course outline