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Official ITIL Practice Tests

Exam Voucher with Retake

24 PDUs & 100% Pass Guarantee

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3049
Weekend

3 Days of Live Online Classroom

Official ITIL Study Manual

Official ITIL Practice Tests

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1499
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Official ITIL Study Manual

Official ITIL Practice Tests

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This course is aimed at those responsible for designing or managing user journeys and experiences, teaching you how to guide stakeholders through how services can co-create value.

CP ITIL 4 Specialist: Drive Stakeholder Value (DSV) course covers all types of engagement and interaction between service providers and their customers, users, suppliers, and partners. It focuses on the conversion of demand into value via IT-enabled services. It covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more. It will provide you with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape.

At the end of the course, you will:

  • Understand how customer journeys are designed
  • Know how to target markets and stakeholders
  • Know how to foster stakeholder relationships
  • Know how to shape demand and define service offerings
  • Know how to align expectations and agree to details of services
  • Know how to onboard and offboard customers and users
  • Know how to act together to ensure continual value co-creation (service consumption/provisioning)
  • Know how to realize and validate service value

The course prepares you for the ITIL 4 Specialist: Drive Stakeholder Value exam, one of five exams needed to achieve ITIL 4 Managing Professional (MP) Certification. Individuals can expect to walk away with the tools required to drive user engagement and boost internal and external stakeholder satisfaction.

Module 1: Understand how customer journeys are designed

  • Understand the concept of the customer journey
  • Understand the ways of designing and improving customer journeys

Module 2: Know how to target markets and stakeholders

  • Understand the characteristics of markets
  • Understand marketing activities and techniques
  • Know how to describe customer needs and internal and external factors that affect these
  • Know how to identify service providers and explain their value propositions

Module 3: Know how to foster stakeholder relationships

  • Understand the concepts of mutual readiness and maturity
  • Understand the different supplier and partner relationship types and how these are managed
  • Know how to develop customer relationships
  • Know how to analyze customer needs
  • Know how to use communication and collaboration activities and techniques
  • Know how the relationship management practice can be applied to enable and contribute to fostering relationships (the relationship management practice
  • Know how the supplier management practice can be applied to enable and contribute to supplier and partner relationship management (the supplier management practice

Module 4: Know how to shape demand and define service offerings

  • Understand methods for designing digital service experiences based on value-driven, data-driven, and user-centered service design
  • Understand approaches to selling and obtaining service offerings
  • Know how to capture, influence, and manage demand and opportunities
  • Know how to collect, specify, and prioritize requirements from a diverse range of stakeholders
  • Know how the Business analysis practice can be applied to enable and contribute to requirement management and service design (the business analysis

Module 5: Know how to align expectations and agree to details of services

  • Know how to plan for value co-creation
  • Know how to negotiate and agree on service utility, warranty, and experience
  • Know how the Service level management practice can be applied to enable and contribute to service expectation management (the service level management practice

Module 6: Know how to onboard and offboard customers and users

  • Understand key transition, onboarding, and offboarding activities
  • Understand the ways of relating to users and fostering user relationships
  • Understand how users are authorized and entitled to services
  • Understand different approaches to the mutual elevation of the customer, user, and service provider capabilities
  • Know how to prepare onboarding and offboarding plans
  • Know how to develop user engagement and delivery channels
  • Know how the Service Catalogue management practice can be applied to enable and contribute to offering user services (the service catalog management practice
  • Know how the Service Desk practice can be applied to enable and contribute to user engagement
  • Understand how users can request services

Module 7: Know how to act together to ensure continual value co-creation (service consumption/provisioning)

  • Understand methods for triaging user requests
  • Understand the concept of user communities
  • Understand methods for encouraging and managing customer and user feedback
  • Know how to foster a service mindset (attitude, behavior, and culture)
  • Know how to use different approaches to the provision of user services
  • Know how to seize and deal with customer and user ‘moments of truth’
  • Know how the Service request management practice can be applied to enable and contribute to service usage (the service request management practice

Module 8: Know how to realize and validate service value

  • Understand methods for measuring service usage and customer and user experience and satisfaction
  • Understand methods to track and monitor service value (outcome, risk, cost, and resources)
  • Understand different types of reporting of service outcomes and performance
  • Understand charging mechanisms
  • Know how to assess service value realization
  • Know how to prepare to evaluate and improve the customer journey
  • Know how the Portfolio management practice can be applied to enable and contribute to service value realization (9.5.5, the portfolio management practice)

Exams are taken online via remote proctor. You will be sent an email invitation approximately two weeks prior to course commencement to register on the Peoplecert portal. Once registered, you can book your online exam at a date and time of your choice. You are responsible for booking your own exam. 

EXAM FORMAT:

  • 90-minute duration
  • Closed book
  • 40 questions
  • The pass mark is 70% or higher – a raw score of 28 marks or above
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Chris lopez ( @software quality assurance tester )

Achieved 2 certifications from here…. Always a good experience

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Scott gross ( @Personal Manager training )

CP accommodated all our requests and was able to customize a learning plan for our company that fit perfectly with the mindsets of our employees….Thank you!

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Mike harding ( @Quality Control Technician )

We really enjoyed their Lean Six Sigma workshop, they have a robust yet simple content  also their bootcamp had a practical sessions which  were most useful to me and my colleagues . we also received evaluations at the end of the class which has helped us  to improve and hone our skills.

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John buckley ( @Associate Executive HR )

CP is a trustworthy training and development company that provides quality services and will accommodate all types of training depending upon the nature of your buisness. If you need a highly effective training partner that helps you think through your projects, recommends smart strategies, and works with creativity,  look no further CP is the one for you.

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Brittany walker ( @Document Controller )

CP is one of the best training providers out there to achieve any certification.  The instructor, for the class I have attended, was very knowledgeable, and went into every possible detail to make sure we get the concepts correct. Their classes run throughout the year and they have various options to fit the training with your schedule. Was very happy with their course materials as well.
The course material, presentations, videos are extremely helpful, which prove to be a great point of reference while the preparation mode is on. I am very happy that I chose CP

What You`ll Learn on This Course

  • 98.23% Exam Passing Rate
  • Over 70,000+ Professionals Attended
  • Weekly Classes to Match Your Schedule
  • 100+ Certified ITIL Instructors
  • Self-Paced, Virtual or In-person Training
  • Guaranteed to Run Classes

Who This Course is for

This course is aimed at individuals in management and service management roles who have a responsibility for the above noted practices as well as individuals who want to acquire the ITIL Managing Professional (MP) designation.

Roles include:

  • Software Engineer/Developer
  • Systems Engineer
  • Service Delivery Manager
  • DevOps Manager/Specialist
  • Solution Architect
  • Infrastructure Engineer
  • IT Service Management Professional
  • Release and Deployment Manager
FAQ 'S
Popular Questions

ITIL Specialist Drive Stakeholder Value is aimed at practitioners who are responsible for managing and integrating stakeholders, focus on the customer journey and experience, and/or are responsible for fostering relationships with partners and suppliers. All modules have ITIL 4 Foundation as a pre-requisite.

You will be provided with an exam voucher for each exam and a link to register and schedule your online exam sessions with the PeopleCert web proctoring service. You will take your exams after you have completed your training course.

We will set up the Take2 option for all attendees when we order your exam voucher. In addition, if you aren’t successful on your first exam, you will be notified by PeopleCert that you are eligible to register for the exam retake.

Our in-person and live online classroom training offers a similar learning experience except for the physical presence of the instructor and fellow students in the live online classrooms. You can see, talk, and chat with the instructor in online classes as well, just like the traditional classes.

A course confirmation email will be sent immediately after the registration. Other information such as location, courseware access, instructor contact, timings, do’s, and don’ts will be shared five days before the class by our training team.

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