PeopleCert ITIL® 4 Specialist: Drive Stakeholder Value Certification Course Including Official Exam
 
Introduction
The ITIL® 4 Specialist: Drive Stakeholder Value (DSV) qualification is intended to provide the candidate with an understanding 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.
 
The ITIL® 4 Specialist: Drive Stakeholder Value examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of ITIL 4 to all types of engagement and interaction between a service provider and their customers, users, suppliers and partners.
 
Course Overview
The ITIL 4 Specialist: Drive Stakeholder Value module focuses on enhancing stakeholder relationships and optimizing user experiences through effective value co-creation. Whether you manage customer journeys, experiences, or expectations, this course equips you with essential skills.
 
Course Schedule
Duration: 2 days (training)
Exam: ITIL 4 Specialist: Drive Stakeholder Value certificate
Topics Covered:
Understanding stakeholder needs and expectations
Customer experience management
Effective service relationship management
Value co-creation principles
Service level management
Service metrics and KPIs
Customer journey mapping
Service improvement
Communication and collaboration
 
Target Audience
This course is suitable for all IT professionals who want to optimize digital and IT services. It’s globally accepted in the market and available in 9 languages.
 
Course Objectives
Understanding Stakeholder Needs and Expectations: Identify, assess, and prioritize stakeholder needs (including customers, employees, partners, and regulators).
Customer Experience Management: Learn principles for creating and maintaining a positive customer experience.
Service Relationships: Effectively manage relationships with various stakeholders (customers, users, suppliers, and partners).
Value Co-creation: Explore collaborative value creation with stakeholders.
Service Level Management: Establish, monitor, and report on service levels to meet stakeholder requirements.
Service Metrics and KPIs: Define and use KPIs and metrics for measuring service performance and customer satisfaction.
Customer Journey Mapping: Identify touchpoints, pain points, and opportunities for improving the customer experience.
Service Improvement: Continuously enhance services based on stakeholder feedback.
 
Course Prerequisites
The candidate must have passed the ITIL® 4 Foundation examination.

Exam Overview
Material allowed: None. 
Exam duration: 90 minutes.
Number of marks: 40 marks.
Pass mark: 28 marks. You need to answer 28 questions (70%) correctly to pass the exam.
Level of thinking: Bloom’s levels 2 & 3. Bloom’s level’ describes the type of thinking needed to answer the question. For Bloom’s 2 questions, you need to show understanding of the concepts, methods and principles of DSV. For Bloom’s 3 questions, you need to demonstrate application of these concepts, methods and principles of DSV, as well as information from the related Practice Guides.
Question types: Standard, Missing word, Negative, & List.
 
Package Includes:
PeopleCert Official Training Materials (OTM)
ITIL 4: Drive Stakeholder Value eBook
Sample exam papers and rationales
Official PeopleCert ITIL 4: Drive Stakeholder Value Exam Voucher (valid for 12 months)