ITIL4-SDSV.AN1 ISBN: 978-1-64459-258-8
ITIL® 4: Specialist Drive Stakeholder Value
Comprehensive preparatory course to help you excel in the ITIL certification exam.
What you will be able to do
- Ability of manage stakeholder, understand their needs, expectations, and interests
- Resolve conflicts, build and maintain strong relationships with stakeholders
- Communicate with stakeholders at all levels
- Identify touchpoints and interactions between the service provider and the service consumer
- Mapping customer journey to identify areas for improvement
- Design and implement customer-centric service experiences
- Foster alignment between service design and service value system
- Ability to track and measure the value delivered
- Assessing the impact of IT services on business outcomes
Intermediate Self-paced · 1 year access 4.4/5 (281 Reviews)
15 Hands-On LiveLabs
Practice real IT tasks in guided environments.
- Real environments
- Auto-graded
- No installation
01 / About
About This Course
Try Free →
No credit card required
Fast-track your ITIL® 4: Specialist Drive Stakeholder Value certification journey with this course that teaches you the art of delivering exceptional customer value. The comprehensive course content is totally aligned with the ITIL 4 DSV exam objectives and aims to help you pass the exam on your first attempt. Gain the knowledge and skills needed to effectively engage with stakeholders throughout the ITIL service value system. Learn how to understand their needs, build strong relationships, and co-create services that deliver excellent results.
02 / Lessons & labs
See exactly what you will learn and practice
Lessons
12 Interactive Lessons · 47 topics01 About the ITIL story 2 topics +
- The story so far
- Meet the Axle employees
02 ITIL Foundation recap 2 topics +
- The ITIL service value system
- The four dimensions model
03 Introduction 2 topics · 4 LiveLab +
- The importance of engagement
- Key principles
4 LiveLab in this lesson — see the labs panel →
04 The customer journey 6 topics · 1 LiveLab +
- Stakeholder aspirations
- Touchpoints and service interactions
- Mapping the customer journey
- Designing the customer journey
- Measuring and improving the customer journey
- Summary
1 LiveLab in this lesson — see the labs panel →
05 Step 1: Explore 5 topics · 1 LiveLab +
- Understanding service consumers and their needs
- Understanding service providers and their offers
- Understanding markets
- Targeting markets
- Summary
1 LiveLab in this lesson — see the labs panel →
06 Step 2: Engage 5 topics · 2 LiveLab +
- Communicating and collaborating
- Understanding service relationship types
- Building service relationships
- Managing suppliers and partners
- Summary
2 LiveLab in this lesson — see the labs panel →
07 Step 3: Offer 5 topics · 2 LiveLab +
- Managing demand and opportunities
- Specifying and managing customer requirements
- Designing service offerings and user experience
- Selling and obtaining service offerings
- Summary
2 LiveLab in this lesson — see the labs panel →
08 Step 4: Agree 3 topics · 1 LiveLab +
- Agreeing and planning value co-creation
- Negotiating and agreeing a service
- Summary
1 LiveLab in this lesson — see the labs panel →
09 Step 5: Onboard 7 topics · 1 LiveLab +
- Planning onboarding
- Relating to users and fostering relationships
- Providing user engagement and delivery channels
- Enabling users for services
- Elevating mutual capabilities
- Offboarding customers and users
- Summary
1 LiveLab in this lesson — see the labs panel →
10 Step 6: Co-create 4 topics · 2 LiveLab +
- Fostering a service mindset
- Ongoing service interactions
- Nurturing user communities
- Summary
2 LiveLab in this lesson — see the labs panel →
11 Step 7: Realize 6 topics · 1 LiveLab +
- Realizing service value in different settings
- Tracking value realization
- Assessing and reporting value realization
- Evaluating value realization and improving customer journeys
- Realizing value for the service provider
- Summary
1 LiveLab in this lesson — see the labs panel →
12 Conclusion +
Hands-On Labs Our edge
15 LiveLabs- Understanding the Importance of Engagement and its Key Principles
- Understanding the Service Relationships
- Understanding the Relation among the Key Principles
- Understanding the band of visibility
- Understanding the Customer Journey
- Understanding the Markets
- Understanding the Business Provider Maturity Model
- Understanding the Service Relationships
- Understanding the Customer Requirements
- Understanding Selling and Obtaining the Service Offerings
- Understanding the Value Drivers for different types of Service Offerings
- Understanding and Planning Onboarding
- Understanding User Queries
- Understanding the Types of Service Technology Encounters
- Understanding the Service Profit Chain
Labs run in your browser — nothing to install.
03 / Exam details
ITIL® 4: Specialist Drive Stakeholder Value Details
Pass the ITIL 4 exam with the ITIL4 Specialist Drive Stakeholder Value course and lab. The lab is cloud-based, device-enabled, and can easily be integrated with an LMS. The ITIL certification training comprehensively covers the ITIL 4 exam objectives and provides knowledge on the areas such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more.
Questions
40
(per exam)
Duration
90 minutes
(per exam)
Passing Score
70% or higher (28 or above)
(on a scale of 40)
Exam Fee
USD 586.40
(per exam)
Delivered by
PeopleCert
(in-person or online)
Question Format
Multiple choice questions
single/multiple choice, performance-based
Practice Tests
145 Practice Questions
(mapped to official exam objectives)
Certification
ITIL4-SDSV.AN1
PeopleCert credential
04 / FAQs
Questions before you start
What is ITIL® 4 Specialist Drive Stakeholder Value (DSV) certification?+
It is an industry-recognized certification for learning the ITIL 4 framework that focuses on the importance of engaging with stakeholders. It equips you with the knowledge and skills required for understanding stakeholder needs, building strong relationships, and co-creating services that deliver value.
What are the prerequisites for this course?+
You should have acquired the ITIL 4 Foundation certificate before applying for this exam. It is also recommended to gain some practical experience in IT service management roles for better understanding of the concepts.
What is the format of the ITIL 4 DSV exam?+
The exam format is MCQ. There are 40 questions in total.
What is the passing score for this exam?+
The exam format is MCQ. There are 40 questions in total.
What is the passing score for this exam?+
The passing score is 70%.
What are the benefits of ITIL 4 DSV certification?+
Earning this certification will give you the following benefits:
- Enhanced stakeholder management skills
- Improved customer focus and delivery services
- Better job opportunities and career advancement in IT service management
- Competitive advantage in the IT industry
What kind of job roles will benefit greatly from this certification?+
Job roles that will benefit greatly from this ITIL DSV 4 certification include IT service manager, service delivery manager, service transition manager, service operations manager, IT business relationship manager, and IT project manager.
Excel In Your Career With ITIL Certification
Learn how to manage stakeholders and deliver excellent service experiences.
- 1 year of full access
- 15 LiveLab included
- Certificate of completion
No credit card required