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ITIL® 4 Specialist: Drive Stakeholder Value (DSV) Certification
ITIL DSV Training Course
This 1-day ITIL® 4 Specialist: Drive Stakeholder Value (DSV) Certification training in India equips professionals to prepare to establish and maintain relationships with the stakeholders and support the value-driven service management culture. The training is centered on learning the critical
ITIL® 4 Specialist: Drive Stakeholder Value (DSV) Certification
Dedicated Support for Exam Preparation
Interactive Instructor-led Training Sessions
Comprehensive Learning Materials
ITIL® 4 Specialist: Drive Stakeholder Value (DSV) Training Course Overview
This ITIL® 4 Specialist: Drive Stakeholder Value (DSV) Certification Training is designed meticulously to help professionals understand how to develop and maintain strong stakeholder relations. In the course, the learners will learn how to communicate with stakeholders and how to respond to their expectations while creating value. The training also focuses on understanding and assessing stakeholders' needs and how to link the needs to the right service delivery solutions. It also emphasizes the knowledge of the value creation process and the development of cooperation between the parties and service providers. When studying the concepts of ITIL® 4 and their practical implementation, you will get an understanding of how value can be delivered throughout the organization and how services can be created to meet the needs of stakeholders.
Other vital topics include identifying and managing stakeholder interactions, value stream mapping, service experience, stakeholder expectations management, communication and cooperation, and improvement. The training also discusses concepts such as customer experience, business value, and IT service management practices. During the training, you will be equipped with tools to manage an organization's and its customers' expectations and show your understanding of service value management.
At the end of the course, you will be prepared to take the ITIL® 4 Specialist DSV Certification exam and apply customer management techniques to real-world situations. The exam also tests your skills in generating value by engaging stakeholders and your knowledge of the concepts discussed during the training. Further, passing this exam proves your mastery of stakeholder relationship management and provides you with knowledge that will help you thrive in service management positions.
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ITIL DSV Course Objectives
- Learn about stakeholders' engagement by recognizing their needs and expectations so that services offered by the organization can meet those needs.
- Understand and implement ITIL® 4 guiding principles and how to apply them to interacting with stakeholders to become more customer-focused.
- Acquire knowledge on communication that enhances the understanding of the stakeholders and the organisation by creating efficient and transparent communication means.
- Learn about customer experience as a model and its application in the processes of designing and providing services to build long-term relationships with stakeholders.
- Master how to support service management tools and methods for monitoring and sustaining stakeholder relationships.
- Discover techniques to continually engage stakeholders in service development and maintain their support for service projects.
- Learn about Value Stream Mapping to discover how different processes in the organization create value.
- Learn how to apply the concept of establishing a culture of continuous improvement, offering value-added feedback, services, and change for stakeholders.
- Acquire the competencies to effectively address stakeholders’ experiences within a service delivery process and maintain their satisfaction and interest throughout the service delivery cycle.
- Understand how value co-creation is done, starting with evaluating stakeholder requirements and ending with delivering solutions that meet those requirements.
- Take advantage of Vinsys’ instructor-led model that integrates theoretical knowledge with practical work and real-world scenarios.
- Prepare to pass the ITIL® 4 Specialist DSV Certification exam with Vinsys’ exam-oriented sessions, practice tests, and tips.
ITIL DSV Target Audience
- IT Professionals
- Customer Success Managers
- Service Managers
- Customer-facing Executives
- Consultants working with clients.
- Individuals looking to gain expertise in customer service management roles
ITIL DSV Course Eligibility Criteria
- Fundamental understanding of ITIL® 4 framework concepts and IT service management practices.
- Work experience in stakeholder relationship management.
- Knowledge of IT service lifecycle stages and methods.
- Completion of the ITIL® 4 Foundation certification.
Course Outline
Introduction and Key Concepts
- Introduction to ITIL and ITIL 4
- Recap of ITIL 4 Foundation
- Recap of core components of ITIL
- Introduction to DSV
- Importance of Engagement
- DSV: Key Terms and Concepts
Understanding Customer Journey
- Understanding customer journeys
- Purpose and value of customer journeys
- Steps involved in customer journeys
- Stages involved in customer journeys
- Touchpoints and interactions
- Mapping customer journeys: Need and purpose
- Draw a customer journey map
- Customer experience
- Key aspects involved in designing customer journeys
- Design thinking
- The role of Behavioural Psychology
- Design and culture
- Measuring and improving customer journey
Customer Journey: Explore
- Explore: overview and common pitfalls
- Explore: from the service consumer and provider perspective
- Purpose of the organization and different stakeholders
- PESTLE and SWOT Analysis
- Objectives and opportunities for service risks and mitigation
- Identify, evaluate and select service providers
- Understanding markets
- Market segmentation
- Identifying and analyzing service consumers
- Targeting markets and value proposition
- Marketplace and marketspace
- Personalizing and profiling
- Targeted marketing
- Brand and reputation
- Sustainability and triple bottom-line
- Importance of existing customers
Customer Journey: Engage
- Introduction to ‘Engage’
- The purpose of Engage
- Communicating and collaborating
- Listening
- Why care about diversity in communication
- Types of service relationships – Parts 1 and 2
- Service relationship
- Service relationship ladder
- Service relationship ladder: Creating an environment that allows relationship patterns to emerge
- Service relationship ladder: Building and sustaining trust and relationships
- Understanding service provider capabilities
- Understanding customer needs
- Supplier and partner relationships
- Applying Practice: Key aspects of Relationship Management
- Applying Practice: Practice Success Factors (PSF) in Relationship Management
- Applying Practice: Practice Success Factors (PSF) in Supplier Management
Customer Journey: Offer
- Purpose of ‘Offer’
- Managing demand and opportunities
- Shaping and smoothing demand
- Business case
- Specifying and managing customer requirements
- Minimum Viable Product
- User stories and story mapping
- Applying the MOSCOW method
- Weighted Shortest Job First (WSJF)
- Designing service offerings and user experience
- Lean thinking
- Agile software development approach
- Designing approaches
- Design for onboarding
- Selling and obtaining service offerings
- Applying practice: Business Analysis
Customer Journey: Agree
- Introduction to ‘Agree’
- Purpose of Agree
- Service value drivers
- Service interaction method
- Service quality and service level
- Characteristics of service
- Negotiating and agreeing service
- Forms of agreement – Parts 1 and 2
- Outcome-based Agreements
- Consumer needs to Agreement
- Content and structure of SLA
- Negotiating and agreeing utility, warranty, and experience
- Negotiating and agreeing other terms and conditions
- Standardizing and automating agreements
- Applying Practice: Service Level Management
- Applying Practice: Practice Success Factors (PSF) Part 1
- Applying Practice: Practice Success Factors (PSF) Part 2
Customer Journey: Onboard
- Purpose of ‘Onboard’
- Planning Onboarding
- Fostering relationships with users
- User engagement and delivery channels
- Enabling users for services
- Enabling mutual capabilities
- Offboarding customers and users
- Applying practice: Service Catalogue Management
- Practice Success Factors of Service Catalogue Management - Part1
- Practice Success Factors of Service Catalogue Management - Part 2
- Applying Practice: Service Desk
- Applying Practice: Practice Success Factors (PSFs) - Part 1
- Applying Practice: Practice Success Factors (PSFs) - Part 2
Customer Journey: Co-create
- Purpose of ‘Co-create’
- Fostering a service mindset
- Service mindset: Provision
- Service mindset: Consumption
- Provision of user services
- Activities within ongoing Service Interactions
- Service requests
- Service desk interactions
- Exceptions – when things go wrong
- Moments of truth
- Intelligent disobedience
- Customer and user feedback
- Nurturing user communities
- Applying Practice: Co-create
- Applying Practice: Practice Success Factors (PSFs) – Part 1
- Applying Practice: Practice Success Factors (PSFs) – Part 2
Customer Journey: Realize
- Purpose of ‘Realize’
- Validating service value
- Tracking value realization
- Service profit chain model
- Tracking experience and satisfaction
- Assessing and reporting value realization
- Evaluating value realization and improving customer journeys
- Evaluation, verification and continual improvement
- Realizing value for the service provider
- Charging and billing
- Applying Practice: Portfolio management
- Applying Practice: Practice Success Factors (PSFs) – Part 1
- Applying Practice: Practice Success Factors (PSFs) – Part 2
ITIL® 4 Specialist: DSV Certification
The ITIL® 4 Specialist: DSV certification recognizes your ability to effectively communicate and manage various stakeholders to produce and sustain value. At the end of this course, you will be able to understand how stakeholders’ needs are identified, their expectations managed, and key service offerings aligned to business needs. The certification proves that you understand how to use ITIL® 4 concepts and best practices to enhance customer and business worth. With critical expertise in value co-creation, communication, and customer experience management, you can meet the stakeholders' expectations regarding services. Further, earning the certification prepares you for the globally acknowledged ITIL® 4 Specialist DSV exam. You can progress in your career and position yourself as an efficient service manager who creates value in every stakeholder engagement.
ITIL® 4 Specialist: Drive Stakeholder Value (DSV) Examination
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Choose Your Preferred Mode
Online Training
- 1-day Instructor-led Online Training
- Experienced Subject Matter Experts
- Approved and Quality Ensured Training Material
- 24*7 leaner assistance and support
Corporate Training
- Customized Training Across Various Domains
- Instructor-Led Skill Development Program
- Ensure Maximum ROI for Corporates
- 24*7 Learner Assistance and Support
FAQ’s
What resources are available at Vinsys to prepare for the ITIL® 4 Specialist DSV certification examination?
Vinsys offers certified instructors, comprehensive course content, real-world case studies, sample tests, doubt-solving sessions, and other learning aids that will guide you through the important topics and prepare you for the exam.
How do I register for the ITIL® 4 Specialist DSV exam?
Learners can register for the exam through the ITIL® certification official site or Vinsys. Get full support about the registration process by contacting our team at enquiry@vinsys.com
What is the cut-off score of the ITIL® 4 Specialist DSV examination?
The passing rate is usually 28/40, but it depends on the guidelines of the exam provider.
Is it possible to complete this course online?
Yes, this ITIL® 4 Specialist DSV certification training is offered through online classes with an instructor to suit your schedule.
What does ITIL® 4 Specialist: Drive Stakeholder Value (DSV) certification focus on?
This certification enables working professionals to showcase that they can deliver value to stakeholders through service management by utilizing the Structured Information Technology Infrastructure Library (ITIL®) 4 principles. It mainly involves identifying stakeholders, communicating and interacting with them, and matching services provided with business needs.
What positions are available for candidates who completed the ITIL® 4 Specialist DSV course?
Candidates with this certification can get jobs such as service delivery manager, customer success manager, ITIL® process owner, or IT service manager.
Which type of questions are included in the ITIL® 4 Specialist DSV certification exam?
The exam comprises multiple-choice questions to effectively evaluate your knowledge of stakeholder management and service relationship management.
Who should enroll in the ITIL® 4 Specialist DSV certification training?
This training suits customer-facing people, service operation managers, IT professionals, and anyone seeking a career in IT service management or focusing on improving relationships with stakeholders.
Which topics are covered in the training?
The main concepts include stakeholder management, value creation, customer experience management, service relationship management, and communications planning.
How long is the ITIL® 4 Specialist DSV certification training?
The training is a 1-day instructor-led session, which may vary depending on your preferred learning mode and pace.
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Reviews
I recently completed the ITIL® 4 Specialist Training at Vinsys, which was a pleasant surprise for me. I had a great learning experience being introduced to service relationship management. I liked that the course was based on cases and examples; it helped me understand things in the context of my job. The trainer was experienced, and the sessions were engaging, so the ideas were easy to understand.
Ratnesh Patil
I would definitely say that the ITIL® 4 Specialist DSV Certification training was just what I was looking for to improve my understanding of stakeholders and value realization. I especially liked the practical sessions, which allowed me to apply concepts in real-time. Thanks, Vinsys, for giving me great assistance; I felt ready to take the exam.
Rakesh SinhaSystem Administrator
After completing ITIL® 4 Specialist DSV Certification at Vinsys, I am ready to take a more strategic approach to managing stakeholders. The course was comprehensive and covered all major concepts. In my opinion, the most useful topic was connecting IT service management with business strategy, which will be helpful when working as a Business Relationship Manager. Vinsys’ platform was easy to use, and the trainers were very helpful in answering all questions and giving detailed explanations
Sonika Jhamb
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