ITIL® 4 Specialist: Drive Stakeholder Value

• Service Level Agreement (SLA) Design: Learn the fundamentals of crafting effective SLAs that align with both service provider capabilities and customer expectations.
• Managing Multiple Suppliers: Gain insights into the complexities of managing multiple suppliers, along with strategies for effective communication and relationship management to ensure service integration.
• Customer and User Experience Design: Explore how to design compelling customer (CX) and user experiences (UX), including techniques for effective customer journey mapping.
• Driving Stakeholder Value: Delve into strategies for driving stakeholder value, a critical component in the development, delivery, and continuous improvement of IT-enabled products and services.
• Exam Preparation: Equip yourself with all the necessary knowledge and resources to successfully pass the official ITIL 4 DSV certification exam.

• Good e-Learning is recognised as a ‘Market Leader’ in ITIL training, independently certified by Course Conductor, ensuring top-tier education quality.
• The DSV course includes comprehensive knowledge checks and a practice exam simulator designed to help students effectively prepare for the ITIL DSV certification exam.
• Every student receives a FREE exam voucher to facilitate their certification process (terms and conditions apply).
• The course offers robust support and interactive learning materials, including slides and instructor-led audio, all developed in collaboration with seasoned ITIL experts.
• This ITIL® 4 Specialist: Drive Stakeholder Value course is accredited by PeopleCert.

Module 0: An Introduction to ITIL 4 Specialist: DSV

This module introduces the course's rationale and overall structure. It includes an overview of ITIL 4 DSV and introduces the subject matter experts. Students receive a comprehensive set of resources including a lesson plan, exam information, FAQs, refresher exercises for ITIL 4 Foundation, a toolkit, diagram pack, skills self-audit form, workbook, glossary, and a list of further resources.

Module 1: Global Best Practice

Learners explore key principles essential to ITIL DSV, setting the foundation for understanding global best practices in service management.

Module 2: The Customer Journey

This module focuses on identifying stakeholder aspirations, mapping customer journeys, identifying touchpoints and service interactions, designing customer journeys, and methods to measure and improve these journeys.

Module 3: Explore

Teaches how to identify service consumers and providers, their needs, describe and target markets effectively.

Module 4: Engage

Students learn the skills necessary to communicate and collaborate effectively, build and manage service relationships, manage suppliers and partners, and define service relationship types.

Module 5: Offer

Covers managing demand and opportunities, specifying and managing customer requirements, designing service offerings and user experiences, and selling and obtaining service offerings.

Module 6: Agree

Describes methods to agree and plan value co-creation, including negotiating and agreeing on services.

Module 7: Onboard

Details key transition, onboarding, and offboarding activities, different ways of relating with users, fostering user relationships, authorising and entitling users to services, and preparing onboarding and offboarding plans.

Module 8: Co-create

Shows how to foster a service mindset, describe ongoing service interactions, and nurture user communities.

Module 9: Realise

Teaches how to realise service value in various settings, track value realisation, assess and report value realisation, and evaluate and improve customer journeys.

Module 10: Practice Exams

Provides practice exams to simulate the conditions of the official ITIL 4 Specialist: Drive Stakeholder Value examination, helping students assess their readiness.

Module 11: Course Wrap-Up

Concludes the course with final knowledge checks to ensure all students are prepared for the ITIL DSV examination.

This course prepares students to sit and pass the ITIL Specialist: Drive Stakeholder Value examination. Eligibility for the exam requires completion of ITIL® 4 Foundation. 

Before booking your exam, check that your device meets the necessary technical requirements, take a look at the PeopleCert website for more information.

Voucher requests are processed within two to five working days. Ensure to request your exam voucher during the course access period, which begins on the date of purchase. For more details, visit the GEL Support & FAQs page.

ITIL® 4 Specialist: Drive Stakeholder Value exam:

• This is a multiple choice ‘Objective Test Question’ (OTQ) exam consisting of 40 questions

• There is a time limit of 90 minutes to complete the exam

• The exam is closed book, with only the provided materials being permitted for use

• The pass mark for the exam is 70%: you must get 28 out of 40 questions correct

• In countries where English is a second language, the time allocated for the exam is extended to 113 minutes

What is ITSM?

ITSM, or IT Service Management, involves applying policies, procedures, and best practices to optimise IT services for both clients and employees, enhancing efficiency and satisfaction.

What is ITIL 4?

ITIL 4 represents the latest evolution of ITIL, the globally recognised framework for ITSM. It provides a comprehensive set of best practices that guide IT-powered organisations in designing, developing, and continuously improving their IT services.

What does ITIL stand for?

Originally, ITIL stood for 'Information Technology Infrastructure Library.' However, as the framework has evolved with frequent updates, it is no longer considered a static 'library.' Currently, ITIL doesn’t stand for anything but continues to be a leading model for IT service optimisation.

What does the ITIL certification path look like?

The ITIL certification journey begins with the 'ITIL Foundation'. After achieving this, individuals can advance through 'Practice Manager,' 'Managing Professional,' or 'Strategic Leader' streams. Mastery of all streams enables one to qualify as an ‘ITIL Master.’ Additionally, there are four ITIL extension modules for those focusing on specific ITSM areas, which are not part of the main ITIL pathway.

How much is ITIL certification worth?

ITIL certification can significantly enhance a professional's earning potential. According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 annually, varying by experience, role, and certification level.

How does ITIL work?

ITIL equips users with best practices for developing efficient IT services, fostering a culture of continuous improvement. This ensures services remain aligned with business objectives, optimises resources, and facilitates ongoing enhancements.

How can ITIL benefit businesses?

ITIL 4 helps organisations optimise IT practices, supports continuous quality improvement, and remains adaptable to integrate with other methodologies like DevOps. Its forward-looking approach ensures it remains relevant as technological and best practice standards evolve.

Who are PeopleCert?

PeopleCert is a prominent accrediting body that owns and oversees several best practice frameworks, including ITIL 4, PRINCE2, MSP, PRINCE2 Agile, and AgileSHIFT.

What other frameworks can complement ITIL?

ITIL 4 seamlessly integrates with other frameworks such as Agile, DevOps, Lean, and PRINCE2, enhancing its adaptability and applicability across various organisational contexts.