About This Course
The ITIL® 4 Specialist Drive Stakeholder Value (DSV) course is designed for professionals responsible for managing and integrating stakeholders, those focused on the customer journey and experience, and those responsible for fostering relationships with partners and suppliers.
The module covers key topics such as designing service level agreements (SLAs), managing multiple suppliers, communication, relationship management, user experience (UX) and customer experience (CX) design, and customer journey mapping. It provides students with the tools to increase stakeholder satisfaction, which is crucial to business success.
Course Syllabus
Customer Journey, Target Markets, and Stakeholders. The concept of Customer Journey. Ways to design and improve the Customer Journey. Market characteristics. Marketing activities and techniques. Customer needs and how they are influenced by external and internal factors. Service Provider and Value Proposition.
Promoting relationships with stakeholders. Supplier and Partner relationships. Developing customer relationships. Analyzing customer needs. Activities and techniques for collaboration and communication. “Relationship Management” practice. “Supplier Management” practice.
Modeling demand and defining supply. Value-driven; data-driven and user-centered service design. Approaches for Service Offering. Capturing, influencing, and managing demand and opportunities. Gathering, analyzing, and prioritizing requirements from various stakeholders. “Business Analysis” practice
Exercises through official exam simulations.
Issuance of the voucher for the Certification Exam
Course Packages
Remote Instructor Led + Exam
Self-Paced e-learning + Exam
All You Need to Know
This course is aimed at IT professionals already certified ITIL® 4 Foundation, who wish to obtain the title of ITIL Managing Professional (MP).
You must have the ITIL® Foundation Certificate to take the exam.
Study materials in digital version:
– ITIL Training Manual containing all the concepts presented,
– Course notes,
– A glossary,
– Official exam simulations
The course includes the ITIL® 4 Specialist DSV exam, with an official certificate issued by PeopleCert.
To take the exam, you must have a PC with administrator privileges and no UDP and TCP ports blocked by systems or security policies.
ITIL® is a registered trademark of PeopleCert Group and may only be used with the prior authorization of PeopleCert. All rights reserved.
Why Choose Profice?
Official Partner
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Expert Instructors
Certified professionals with 10+ years of real-world experience
Hands-on Labs
Real-world projects and 24/7 lab environment access
95% Pass Rate
Industry-leading certification exam success rate
Lifetime Support
Ongoing mentorship and community access after course completion
Job Assistance
Dedicated placement support with 500+ hiring partners
Profice is an official training partner delivering globally recognized certifications.