ITIL® 4 Specialist: Drive Stakeholder Value (DSV) – eLearning

An Introduction to ITIL 4 Specialist: DSV
This opening module addresses the course rationale and provides an overview of ITIL 4 DSV. Students will also be introduced to the subject matter experts who will be helping them along. A lesson plan will be outlined, and students will be provided with exam information, FAQs, refresher exercises for ITIL 4 Foundation, a toolkit, a diagram pack, a skills self-audit form, a workbook, a glossary, and a list of further resources.

Module 1: Global Best Practice
This module shows learners how to identify key principles for ITIL DSV.

Module 2: The Customer Journey
This module goes over how to identify stakeholder aspirations, map customer journeys, identify touchpoints and service interactions, design customer journeys, and measure and improve customer journeys.

Module 3: Explore
This module teaches students how to identify service consumers and providers, along with their needs. Students will also learn how to describe and target markets.

Module 4: Engage
By the end of this module, students will be able to describe how to communicate and collaborate, build service relationships and manage suppliers and partners, as well as define service relationship types.

Module 5: Offer
This module describes how to do a number of tasks, including managing demand and opportunities, specifying and managing customer requirements, designing service offerings and user experiences, and selling and obtaining service offerings.

Module 6: Agree
By the end of this module, students will be able to describe how to agree and plan value co-creation, along with how to negotiate and agree on services.

Module 7: Onboard
This module will show students how to:

• Describe key transition, onboarding, and offboarding activities
• Differentiate the ways of relating with users and fostering user relationships
• Classify how users are authorised and entitled to services
• Differentiate approaches to mutual elevation of customer, user and service provider capabilities
• Explain how to prepare onboarding and offboarding plans
• Illustrate how to develop user engagement and delivery channels
• Explain how the Service Catalogue management practice can be applied to enable and contribute to offering user services
• Explain how the Service Desk practice can be applied to enable and contribute to user engagement

Module 8: Co-create
This module will show students how to explain how to foster a service mindset and describe both ongoing service interactions and how to nurture user communities.

Module 9: Realise
This module will teach students how to explain both how to realise service value in different settings and track value realisation. They will also learn to describe how to assess and report value realisation, as well as explain how to evaluate value realisation, improve customer journeys and realise value for service providers.

Module 10: 2x Practice Exam Simulators
These practice exams are designed to simulate the conditions that students will face when taking the official ITIL 4 Specialist: Drive Stakeholder Value examination. It will be well worth testing your knowledge before booking your exam, as it will give you the chance to highlight and revise any modules which you have been struggling with. When you feel you are ready to sit the ITIL DSV exam, simply contact support to request your exam voucher.

Module 11: Course Wrap-Up
This module wraps up the rest of the course, providing students with knowledge checks to ensure they have absorbed the subject matter in preparation for the exam.