ITIL® 4 MP: Drive Stakeholder Value (DSV)

Learning Objects

• You will understand the customer journey
• You will learn how to promote stakeholder relations
• Expertise on shaping demand and defining services offered
• Expertise on the onboarding and offboarding of customers and users
• You will learn how to act in partnership to ensure continuous value creation (consumption /supply of services)
• Expertise on the realization and validation of service value
• Understanding of service marketing and negotiating agreements.

Content

• Establish customer relations
• Create a customized service offering
• Onboarding and offboarding of new customers
• Value co-creation – shared value creation
• Validation of value creation

Participants & Prerequisites

Target group:

• Managers or
• Employees of service or IT organizations,
• IT professionals or
• Business managers

who wish to enhance their ITIL^® 4 knowledge and/or aspire to the status of an ITIL^® 4 Managing Professional.

Requirements:

• ITIL^® Foundation certification

Certification

ITIL^® 4 DSV certificate

The ITIL^® DSV examination is held after the seminar. This is a multiple-choice examination with 40 questions which must be answered in 90 minutes. To earn the certificate you must answer 28 of 40 questions correctly, thus 70%.

Candidates who sit the examination in a language which is not their mother tongue or candidates with special requirements (e.g. health restrictions) are entitled to an extended examination time. Please inform us when you register if we should apply for an extended examination time for you.

Validity: unlimited

Examination language: ENGLISH