About the course
The e-Learning ITIL® 4 Specialist: Drive Stakeholder Value (DSV) course is a professional-level certification that focuses on the engagement between service providers and their stakeholders. It is a core module for the ITIL 4 Managing Professional designation.
What will you learn
- Identify, assess and prioritise the needs and expectations of various stakeholders, including customers, employees, partners and regulators.
- Gain a deeper understanding of the principles of creating and maintaining a positive customer experience.
- Learn how to effectively manage relationships with a variety of stakeholders, including customers, users, suppliers and partners.
- Explore the concept of value co-creation, where value is not just delivered to customers but created collaboratively with them.
- Learn how to establish, monitor and report on service levels to ensure that they meet stakeholder requirements and agreements.
- Understand how to define and use KPIs and metrics to measure, report and improve service performance, customer satisfaction, and value.
- Explore techniques for mapping the customer journey to identify touchpoints, pain points and opportunities for improving the customer experience.
- Develop the skills to continually improve services based on stakeholder feedback. Implement a culture of continuous improvement to enhance value over time.
- Foster positive stakeholder relationships through effective communication and collaboration.
E-Learning
Interactive, Self-paced, Device-friendly, 8-10 hour content, Mobile-optimized, Case studies, Practical exercises
- Make the best of e-learning through concise, easily digestible sessions. Perfect for busy schedules, these bite-sized modules make learning both manageable and enjoyable.
- Dive into an interactive environment filled with multimedia elements, quizzes and activities that make your journey through the course engaging and enriching.
- Take charge of your learning with this self-directed format that lets you choose your focus areas and empowers you to tailor your educational journey to your personal goals.
- Take advantage of closed captioning and adjustable player settings. This personalised approach ensures a comfortable and effective learning experience for everyone.
- Stay on top of your learning with real-time progress tracking. Make the best of knowledge checks to ensure you grasp the material as you progress.
- Each module includes a detailed learning checklist that takes you through the course structure and ensures you cover all key topics.
- Access the official ITIL 4 glossary anytime, as it’s embedded into the course. This handy resource is a valuable tool for quick reference that helps deepen your understanding of ITIL 4 terminology.
- Delivered via the Canvas Learning Management System, this course offers a user-friendly learning experience.
Training materials
- Peoplecert official ITIL4® Drive Stakeholder Value Learner Workbook (including Syllabus, Quick Reference Guide and two Sample Exams)
- Peoplecert ITIL4® Drive Stakeholder Value online training environment
- Peoplecert official ITIL4® Drive Stakeholder Value Book (Digital Version)
- ITIL4® Drive Stakeholder Value Exam Voucher to take the exam within 12 months after completing the course
Audience
Popular among professionals who have advanced to roles such as: DevOps Engineer, Enterprise Architect, IT Service Manager, IT Service Desk Analyst.
Requirements
You must have passed the ITIL4® Foundation exam before taking the ITIL4® Drive Stakeholder Value exam.
Bookings
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