ITIL 4 Specialist – Drive Stakeholder Value: Course Author Blog

Our latest eLearning course has arrived! If you’re ready to start your journey towards ITIL 4 Managing Professional status, or just keen to learn more about the Drive Stakeholder Value specialist training, this blog is for you. Course lead author Claire Agutter shares her inside knowledge and top tips to help you decide if this ITIL 4 certification is right for you, and prepare for your studies.

Where does this course fit in the ITIL 4 qualification scheme?


Drive Stakeholder Value (DSV) is one of the ITIL 4 specialist courses. You can take the course as a standalone certification or take the other specialist courses to become an ITIL 4 Managing Professional. At ITSM Zone, we have all of the specialist courses currently in production, so make sure you sign up to our newsletter to be notified as they are released.

Don’t forget, if you already hold 17 credits from the ITIL v3 scheme or are an ITIL Expert, you can take the Managing Professional Transition course instead of the four specialist courses. View the course information for the Managing Professional Transition.

Who is the course for?

The DSV course is aimed towards IT and digital professionals who are responsible for managing and interfacing with stakeholders and fostering relationships to support value realization. It’s relevant for:

  • Anyone who designs or manages customer journeys and experiences
  • IT and digital professionals who need to manage customer demands and expectations


Specific role titles that will benefit from this course will include:

  • Business Relationship Manager
  • Enterprise Architect
  • Project Manager
  • Supplier Relationship Manager
  • UX/CX Designer
  • Service Level Manager
  • Customer Success Manager
  • Scrum Master
  • IT Solutions Manager
  • Contract Manager
  • Enterprise Architect
  • Vendor Manager
  • Demand Manager
  • And more…


If you’ve got questions about whether this course will be suitable for you, get in touch. 

How is the course structured?

The course is structured around nine modules, each broken down into individual lessons so that you can manage your learning at your own pace and to suit your lifestyle. As with all of our courses, the lessons include a mixture of self-paced on-screen content, exercises, storytelling and animations, quizzes and downloadable documents.

The modules include:

  • Module 1 – Customer Journeys
  • Module 2 – Targeting Markets and Stakeholders
  • Module 3 – Fostering Stakeholder Relationships
  • Module 4 – How to Shape Demand and Define Service Offerings
  • Module 5 – How to Align Expectations and Agree Service Details
  • Module 6 – Onboarding and Offboarding
  • Module 7 – Continual Value Co-Creation
  • Module 8 – Realizing and Validating Service Value
  • Module 9 – Recap and Exam Preparation


The ITIL 4 practices included in the course are:

  • Relationship management
  • Supplier management
  • Business analysis
  • Service level management
  • Service catalogue management
  • Service desk
  • Service request management
  • Portfolio management


What are the key learning points?

Taking the ITIL 4 Drive Stakeholder Value training will provide you with the skills and knowledge to:

  • Effectively manage stakeholders and target them with the right service offerings and value propositions
  • Ensure that value co-creation is the goal for all value streams
  • Establish consumers and producers as multi-dependent, ensuring that value is always mutually agreed, and requirements are prioritized
  • Keep customers front-of-mind and adopt a service mindset
  • Integrate Human Centred Design, Customer Experience (CX), User Experience (UX) design, and customer journey mapping to deliver services that delight
  • Build trusted relationships with stakeholders and develop effective and timely communications.

What will I find interesting?

If you already have some ITSM and ITIL experience, you’ll enjoy learning from the perspective of the customer journey. This course will lift your focus beyond service operation to consider all of the journey steps: explore, engage, offer, agree, onboard, co-create, realize.

Whether you’ve got in-depth ITIL experience or not, you’ll gain a whole new perspective on how value is co-created by effective engagement right through the service and product lifecycle.

What will I find most challenging?

The DSV course covers all areas of engagement and interaction between service providers and their customers, users, suppliers, and partners. You might find this challenges you to look at service interactions in new ways, and consider the impact of ‘moments of truth’ for your own organization. This might highlight some areas where there is scope for improvement!

What are the benefits of ITIL 4 Drive Stakeholder Value specialist certification?

ITIL 4 Specialist: DSV will help you as a professional to:

  • Learn about all types of engagement and interaction between a service provider and their customers, users, suppliers, and partners
  • Understand how to convert demand into value via IT-enabled services
  • Combine both consumers and producers into multi-dependent workflows and systems
  • Understand the tools to increase stakeholder satisfaction which is integral to business success in the current competitive environment

The ITIL 4 certifications are valued around the world and recognized by employers as a sign that you have up to date service management skills and knowledge. Achieving the certification is an investment in your career.

What are the benefits of taking the ITSM Zone eLearning course for ITIL 4 DSV?

Let’s consider this question from the organizational and the individual perspective.

For organizations, there will be tangible benefits realized by training staff in the DSV module. It’s easy for staff to become entrenched in ‘how we do things’ or technical solutions. This course will allow them to refocus on value and customer relationships, as well as the key ITIL practices that support them. DSV will change how your team think about the products and services you are offering.  

For individuals, there are the obvious employability benefits that come with having up to date certifications on your resume. But training is about so much more than just having a certificate, it’s about exposure to new ideas and the outcomes that this can deliver. If you’ve been working in ITSM for a long time, this training will give you an opportunity to embrace new concepts and challenge the mentality of ‘but we’ve always done it that way’!

About the author
Claire Agutter is the founder and lead tutor at ITSM Zone. Catch up with Claire on the ITSM Crowd every month for 30 minutes of ITSM knowledge sharing. Follow Claire on social media:

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