ITIL4 DSV
- Description
- Curriculum
- Reviews
The ITIL 4 Specialist: Drive Stakeholder Value (DSV) certification equips IT professionals to manage interactions between service providers and stakeholders, including customers, users, suppliers, and partners. It emphasizes key concepts such as customer experience (CX), user experience (UX), and journey mapping to enhance stakeholder engagement and value creation.
Part of the ITIL Managing Professional stream, DSV prepares candidates to optimize stakeholder journeys, build trusted relationships, and align services with organizational goals. Incorporating design thinking, the module helps professionals deliver innovative, user-centric solutions. Prerequisite for enrollment is the ITIL 4 Foundation certification, and the qualification also serves as a step toward achieving the ITIL 4 Managing Professional designation. Starting 2023, this certification requires renewal every three years to ensure continued relevance.
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7
Understand the concepts of mutual readiness and maturity -
8
Understand the different supplier and partner relationship types, and how these are managed
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9
Know how to develop customer relationships
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10
Know how to analyse customer needs
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11
Know how to use communication and collaboration activities and techniques
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12
Know how the relationship management practice can be applied to enable and contribute to fostering relationships
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13
Know how the supplier management practice can be applied to enable and contribute to supplier and partner relationships management
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14
Understand methods for designing digital service experiences based on value-driven, data-driven and user-centred service design
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15
Understand approaches for selling and obtaining service offerings
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16
Know how to capture, influence and manage demand and opportunities
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17
Know how to collect, specify and prioritise requirements from a diverse range of stakeholders
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18
Know how the business analysis practice can be applied to enable and contribute to requirement management and service design
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22
Understand key transition, onboarding and offboarding activities
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23
Understand the ways of relating with users and fostering user relationships
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24
Understand how users are authorized and entitled to services
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25
Understand different approaches to mutual elevation of customer, user and service provider capabilities
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26
Know how to prepare onboarding and offboarding plans
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27
Know how to develop user engagement and delivery channels
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28
Know how the service catalogue management practice can be applied to enable and contribute to offering user services
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29
Know how the service desk practice can be applied to enable and contribute to user engagement
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30
Understand how users can request services
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31
Understand methods for triaging of user requests
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32
Understand the concept of user communities
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33
Understand methods for encouraging and managing customer and BL2 user feedback
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34
Know how to foster a service mindset (attitude, behaviour and culture)
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35
Know how to use different approaches to provision of user services
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36
Know how to seize and deal with customer and user ‘moments of truth'
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37
Know how the service request management practice can be applied to enable and contribute to service usage
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38
Understand methods for measuring service usage and customer and user experience and satisfaction
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39
Understand methods to track and monitor service value (outcome, risk, cost and resources)
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40
Understand different types of reporting of service outcome and performance
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41
Understand charging mechanisms
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42
Know how to validate service value
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43
Know how to evaluate and improve the customer journey
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44
Know how the portfolio management practice can be applied to enable and contribute to service value realization
