ITIL Specialist: ITIL Drive Stakeholder Value
ITIL Specialist: Drive Stakeholder Value (DSV) is one of four courses needed to achieve ITIL 4’s Managing Professional (MP) designation.
This course is ideal for anyone who wants to gain a firm grasp of the various types of interactions between a service provider and their customers, users, suppliers, and partners.
The course covers key topics like service level-agreement design, multi-supplier management, relationship management, customer and user experience design, customer journey mapping, and more. Individuals can expect to walk away with the tools required to drive user engagement and boost internal and external stakeholder satisfaction.
- Understand how customer journeys are designed
- Understand how to target markets and stakeholders
- Understand how to foster stakeholder relationships
- Understand how to align expectations and agree upon details of service:
- Understand how to onboard and off-board customers and users
- Understand how to act together to ensure continual value co-creation (service consumption/provisioning)
- Understand how to realize and validate service value
Who Should Attend/Pre-requisites?
This course is ideal for anyone who wants to gain a firm grasp of the various types of interactions between a service provider and their customers, users, suppliers, and partners or IT service management practitioners who are seeking to obtain the ITIL Managing Professional (MP) designation.
All intermediate level (Specialist, Leader, and Strategist courses) candidates must have an ITIL 4 Foundation certification. You must provide a copy of your ITIL 4 Foundation certificate as part of your course registration.
Each course prepares the candidate for a closed-book exam, which consists of 40 multiple-choice questions. Participants may choose an exam voucher which allows them to schedule the exam at their convenience on any date after completion of the course, or they may take a paper-based exam at a Zenetex location.
Intermediate level (Managing Professional Transition, Specialist, Strategist, and Leader courses) exam candidates are given 90 minutes to complete the exam and must receive a passing grade of 70% in order to receive their certificate.