ITIL® 4 Specialist: Drive Stakeholder Value

The ITIL® 4 Specialist: Drive Stakeholder Value (DSV) certification course is designed for IT professionals who manage and improve stakeholder relationships to co-create value.

This course focuses on developing the skills required to manage customer journeys, optimize user experiences, and foster collaboration between service providers and their customers, users, suppliers, and partners.

It provides a comprehensive understanding of key concepts such as Customer Experience (CX), User Experience (UX), and journey mapping, all aimed at enhancing stakeholder satisfaction.

This certification is a core module in the ITIL® 4 Managing Professional stream and is essential for anyone looking to elevate their practical expertise in delivering modern, IT-enabled services.

In just 2 days, you’ll also learn how to:

• Build and maintain trusted relationships with stakeholders through effective communication and collaboration.
• Shape customer demand by aligning service offerings with stakeholder needs and value propositions.
• Design and deliver exceptional customer and user experiences using Human-centred Design, CX/UX principles, and customer journey mapping.
• Develop mutually agreed requirements to ensure shared goals and prioritize value delivery.
• Enhance stakeholder satisfaction by embedding service-oriented thinking into your organization’s culture.
• Manage multi-supplier relationships and design effective Service Level Agreements (SLAs).

This concise and impactful course equips you with the tools and strategies to drive stakeholder engagement and create lasting value

Why choose Firebrand?

• Accelerated certification process – Get certified in just 2 days.
• Access to expert instructors with real-world experience.
• A hands-on, immersive learning environment for maximum retention.
• Flexible learning options and dedicated support.

At the end of this intensive course, you will sit for the PeopleCert ITIL® 4 Specialist: Drive Stakeholder Value certification exam and, upon passing, obtain your certification.

Through Firebrand’s Lecture | Lab | Review methodology, you’ll get certified at twice the speed of the traditional training and get access to courseware, learn from certified instructors, and train in a distraction-free environment.

Audience

This course is ideal for:

• IT professionals managing customer journeys, experiences, or expectations.
• Service managers and delivery teams responsible for stakeholder relationships.
• IT consultants and strategists focusing on co-creating value with customers.
• Professionals involved in designing and managing CX and UX initiatives.
• Team leaders and managers working with multi-supplier ecosystems.
• Individuals pursuing the ITIL® 4 Managing Professional designation.

ITIL® and The Swirl logo™ are registered trademarks of PeopleCert Limited, used under permission of PeopleCert Limited. All rights reserved.

• Module 1: Understanding Stakeholder Relationships
• Module 2: Designing Customer and User Journeys
• Module 3: Aligning Value Propositions with Customer Needs
• Module 4: Building and Maintaining Trusted Relationships
• Module 5: Managing Multi-Supplier Ecosystems
• Module 6: Optimizing Customer and User Experiences (CX and UX)
• Module 7: Service Level Agreement (SLA) Design and Implementation

At the end of this accelerated course, you’ll sit the following exam at the Firebrand Training Centre, covered by your Certification Guarantee:

ITIL® 4 Specialist: Drive Stakeholder Value Exam

• Duration: 90 minutes
• Format: Multiple choice; Closed book
• Number of questions: 40 questions
• Passing score: 28 out of 40 marks required to pass (70%)

Before attending this accelerated course, you must have successfully completed the ITIL® 4 Foundation certification.

Your accelerated course includes:

• Accommodation *
• Meals, unlimited snacks, beverages, tea and coffee *
• On-site exams **
• Exam vouchers **
• Practice tests **
• Certification Guarantee ***
• Courseware
• Up-to 12 hours of instructor-led training each day
• 24-hour lab access
• Digital courseware **

* For residential training only. Accommodation is included from the night before the course starts. This doesn't apply for online courses.
** Some exceptions apply. Please refer to the Exam Track or speak with our experts.
*** Pass first time or train again free as many times as it takes, unlimited for 1 year. Just pay for accommodation, exams, and incidental costs.

Seven reasons why you should sit your course with Firebrand Training

• Two options of training. Choose between residential classroom-based, or online courses
• You'll be certified fast. With us, you’ll be trained in record time
• Our course is all-inclusive. A one-off fee covers all course materials, exams**, accommodation* and meals*. No hidden extras.
• Pass the first time or train again for free. This is our guarantee. We’re confident you’ll pass your course the first time. But if not, come back within a year and only pay for accommodation, exams and incidental costs
• You’ll learn more. A day with a traditional training provider generally runs from 9 am – 5 pm, with a nice long break for lunch. With Firebrand Training you’ll get at least 12 hours/day of quality learning time, with your instructor
• You’ll learn faster. Chances are, you’ll have a different learning style to those around you. We combine visual, auditory and tactile styles to deliver the material in a way that ensures you will learn faster and more easily
• You’ll be studying with the best. We’ve been named in the Training Industry’s “Top 20 IT Training Companies of the Year” every year since 2010. As well as winning many more awards, we’ve trained and certified over 135,000 professionals

*For residential training only. Doesn't apply for online courses
**Some exceptions apply. Please refer to the Exam Track or speak with our experts

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