ITIL® 4 Specialist: Drive Stakeholder Value Training

Level: Advanced

This ITIL 4 Specialist: Drive Stakeholder Value (DSV) course covers all types of engagement and interaction between a service provider and their customers, users, suppliers and partners. It focusses on the conversion of demand into value via IT-enabled services. It covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more. It will provide you with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape.

The course prepares you for the ITIL 4 Specialist: Drive Stakeholder Value exam, one of five exams needed to achieve ITIL 4 Managing Professional (MP) Certification. Individuals can expect to walk away with the tools required to drive user engagement and boost internal and external stakeholder satisfaction.

Key Features of this ITIL 4 Specialist: Drive Stakeholder Value Training:

  • ITIL® 4 Specialist: Drive Stakeholder Value exam included (exam taken in-class or exam voucher provided)
  • After-course instructor coaching benefit
  • Practice exams, prep questions, and additional resources included

You Will Learn How To:

  • Understand 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.
  • Apply practical and technical knowledge about how to run successful, modern, IT-enabled services, teams and workflows

Choose the Training Solution That Best Fits Your Individual Needs or Organizational Goals

LIVE, INSTRUCTOR-LED

In Class & Live, Online Training

  • 3-day instructor-led training course
  • Practice exams and prep questions
  • One-on-one after course instructor coaching
  • After-course instructor coaching benefit
  • Exam Voucher included
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Standard $1950

Government $1950

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In Class & Live, Online Training

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Note: This course runs for 3 Days *

*Events with the Partial Day Event clock icon run longer than normal but provide the convenience of half-day sessions.

  • Nov 4 - 6 9:00 AM - 4:30 PM EST Online (AnyWare) Online (AnyWare) Reserve Your Seat

  • Dec 2 - 4 9:00 AM - 4:30 PM EST Online (AnyWare) Online (AnyWare) Reserve Your Seat

  • Jan 13 - 15 9:00 AM - 4:30 PM EST Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

  • Feb 3 - 5 9:00 AM - 4:30 PM EST New York / Online (AnyWare) New York / Online (AnyWare) Reserve Your Seat

  • Mar 3 - 5 9:00 AM - 4:30 PM EST Ottawa / Online (AnyWare) Ottawa / Online (AnyWare) Reserve Your Seat

  • Apr 14 - 16 9:00 AM - 4:30 PM EDT Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

  • May 5 - 7 9:00 AM - 4:30 PM EDT New York / Online (AnyWare) New York / Online (AnyWare) Reserve Your Seat

  • Jun 2 - 4 9:00 AM - 4:30 PM EDT Ottawa / Online (AnyWare) Ottawa / Online (AnyWare) Reserve Your Seat

  • Jul 7 - 9 9:00 AM - 4:30 PM EDT Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

  • Aug 4 - 6 9:00 AM - 4:30 PM EDT New York / Online (AnyWare) New York / Online (AnyWare) Reserve Your Seat

  • Aug 25 - 27 9:00 AM - 4:30 PM EDT Ottawa / Online (AnyWare) Ottawa / Online (AnyWare) Reserve Your Seat

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Partial Day Event

Learning Tree offers a flexible schedule program. If you cannot attend full day sessions, this option consists of four-hour sessions per day instead of the full-day session.

Important ITIL 4 Specialist: DSV Training Information

  • Important ITIL 4 Specialist DSV Course Information

    Must hold the ITIL v3 or ITIL 4 Foundation Certificate (see {course:1197}, ITIL® 4 Foundation Training)

ITIL 4 Specialist DSV Course Outline

  • Understand how customer journeys are designed

    • Understand the concept of the customer journey
    • Understand the ways of designing and improving customer journeys
  • Know how to target markets and stakeholders

    • Understand the characteristics of markets
    • Understand marketing activities and techniques
    • Know how to describe customer needs and internal and external factors that affect these
    • Know how to identify service providers and explain their value propositions
  • Know how to foster stakeholder relationships

    • Understand the concepts mutual readiness and maturity
    • Understand the different supplier and partner relationship types, and how these are managed
    • Know how to develop customer relationships
    • Know how to analyse customer needs
    • Know how to use communication and collaboration activities and techniques
    • Know how the relationship management practice can be applied to enable and contribute to fostering relationships (the relationship management practice
    • Know how the supplier management practice can be applied to enable and contribute to supplier and partner relationships management (the supplier management practice
  • Know how to shape demand and define service offerings

    • Understand methods for designing digital service experiences based on value driven, data driven and user centred service design
    • Understand approaches for selling and obtaining service offerings
    • Know how to capture, influence and manage demand and opportunities
    • Know how to collect, specify and prioritize requirements from a diverse range of stakeholders
    • Know how the Business analysis practice can be applied to enable and contribute to requirement management and service design (the business analysis
  • Know how to align expectations and agree details of services

    • Know how to plan for value co-creation
    • Know how to negotiate and agree service utility, warranty and experience
    • Know how the Service level management practice can be applied to enable and contribute to service expectation management (the service level management practice
  • Know how to onboard and offboard customers and users

    • Understand key transition, onboarding and offboarding activities
    • Understand the ways of relating with users and fostering user relationships
    • Understand how users are authorized and entitled to services
    • Understand different approaches to mutual elevation of customer, user and service provider capabilities
    • Know how to prepare onboarding and offboarding plans
    • Know how to develop user engagement and delivery channels
    • Know how the Service Catalogue management practice can be applied to enable and contribute to offering user services (the service catalogue management practice
    • Know how the Service Desk practice can be applied to enable and contribute to user engagement
    • Understand how users can request services
  • Know how to act together to ensure continual value co-creation (service consumption / provisioning)

    • Understand methods for triaging of user requests
    • Understand the concept of user communities
    • Understand methods for encouraging and managing customer and user feedback
    • Know how to foster a service mindset (attitude, behaviour and culture)
    • Know how to use different approaches to provision of user services
    • Know how to seize and deal with customer and user ‘moments of truth’
    • Know how the Service request management practice can be applied to enable and contribute to service usage (the service request management practice
  • Know how to realize and validate service value

    • Understand methods for measuring service usage and customer and user experience and satisfaction
    • Understand methods to track and monitor service value (outcome, risk, cost and resources)
    • Understand different types of reporting of service outcome and performance
    • Understand charging mechanisms
    • Know how to assess service value realization
    • Know how to prepare to evaluate and improve the customer journey
    • Know how the Portfolio management practice can be applied to enable and contribute to service value realization (9.5.5, the portfolio management practice

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ITIL 4 Specialist DSV FAQs

  • What background do I need to take the instructor-led class?

    ITIL Specialist Drive Stakeholder Value is aimed at practitioners who are responsible for managing and integrating stakeholders, focus on the customer journey and experience, and/or are responsible for fostering relationships with partners and suppliers. All modules have ITIL 4 Foundation as a pre-requisite.

  • What do I need to complete before the instructor-led class?

    Before your event, you will be sent an electronic Pre-Course Study Guide and the ITIL 4 Drive Stakeholder Value book, which you should read as part of the 21 hours of personal study.

  • How do I use my exam voucher to take the ITIL® 4 Specialist: Drive Stakeholder Value exam?

    The ITIL® 4 Specialist: Drive Stakeholder Value exam can be taken on the last day of the course (in-class), or any time after the instructor-led or on-demand course is completed via an online proctored exam with PeopleCert.

  • How does this ITIL 4 Specialist: Drive Stakeholder Value course help me achieve ITIL 4 Managing Professional Certification?

    Once you have ITIL 4 Foundation certification, this course is one of 4 Specialist courses needed to achieve the ITIL 4 Managing Professional certification.

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