ITIL® 4 Specialist: Drive Stakeholder Value Certification Course Including Official Exam

 

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Introduction

The ITIL® 4 Specialist: Drive Stakeholder Value (DSV) qualification is intended to provide the candidate with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers and partners, including key CX, UX and journey mapping concepts.

 

The ITIL® 4 Specialist: 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. The ITIL® 4 Specialist: Drive Stakeholder Value qualification is one of the prerequisites for the designation of ITIL® 4 Managing Professional which assesses the candidates practical and technical knowledge about how to run successful, modern, IT-enabled services, teams and workflows.

 

Course Overview

The ITIL 4 Specialist: Drive Stakeholder Value module focuses on enhancing stakeholder relationships and optimizing user experiences through effective value co-creation. Whether you manage customer journeys, experiences, or expectations, this course equips you with essential skills.

 

Course Schedule

Duration: 2 days (training)

Exam: ITIL 4 Specialist: Drive Stakeholder Value certificate

Topics Covered:

• Understanding stakeholder needs and expectations

• Customer experience management

• Effective service relationship management

• Value co-creation principles

• Service level management

• Service metrics and KPIs

• Customer journey mapping

• Service improvement

• Communication and collaboration

 

Target Audience

This course is suitable for all IT professionals who want to optimize digital and IT services. It’s globally accepted in the market and available in 9 languages.

 

Course Objectives

Understanding Stakeholder Needs and Expectations: Identify, assess, and prioritize stakeholder needs (including customers, employees, partners, and regulators).

Customer Experience Management: Learn principles for creating and maintaining a positive customer experience.

Service Relationships: Effectively manage relationships with various stakeholders (customers, users, suppliers, and partners).

Value Co-creation: Explore collaborative value creation with stakeholders.

Service Level Management: Establish, monitor, and report on service levels to meet stakeholder requirements.

Service Metrics and KPIs: Define and use KPIs and metrics for measuring service performance and customer satisfaction.

Customer Journey Mapping: Identify touchpoints, pain points, and opportunities for improving the customer experience.

Service Improvement: Continuously enhance services based on stakeholder feedback.

 

Course Prerequisites

The candidate must have passed the ITIL® 4 Foundation examination.

Exam Overview

Material allowed: None. This is a ‘closed book’ exam. The ITIL® 4 Specialist: Drive Stakeholder Value Official Book and the relevant ITIL Practices Guides should be used for study but is NOT permitted to be used in the exam.

Exam duration: 90 minutes. Candidates taking the exam in a language that is not their native or working language may be awarded 25% extra time, i.e. 113 minutes in total.

Number of marks: 40 marks. There are 40 questions, each worth 1 mark. There is no negative marking.

Pass mark: 28 marks. You need to answer 28 questions (70%) correctly to pass the exam.

Level of thinking: Bloom’s levels 2 & 3. Bloom’s level’ describes the type of thinking needed to answer the question. For Bloom’s 2 questions, you need to show understanding of the concepts, methods and principles of DSV. For Bloom’s 3 questions, you need to demonstrate application of these concepts, methods and principles of DSV, as well as information from the related Practice Guides.

Question types: Standard, Missing word, Negative, & List. The questions are all ‘multiple choice’.

For the ‘standard’ questions, you have a question and four answer options.

‘Negative’ questions are ‘standard’ questions in which the stem is negatively worded.

For the ‘missing word’ questions, there is a sentence with a word missing and you have to select the missing word from four options.

For the ‘list’ questions, there is a list of four statements and you have to select two correct statements from the list.

 

Package Includes:

PeopleCert Official Training Materials (OTM)

ITIL 4: Drive Stakeholder Value eBook

Sample exam papers and rationales

Official PeopleCert ITIL 4: Drive Stakeholder Value Exam Voucher (valid for 12 months)