ITIL® 4 Managing Professional: Drive Stakeholder Value (DSV) (English)
Learn how to shape stakeholder relationships, customer journeys and value co-creation in ITIL® 4
- Customer journey mapping
- Stakeholder relationship management
- Demand shaping and service offers
- 3 Tage
- Fortgeschritten
- Zufriedenheitsgarantie Risikofrei für dich
- Online Live per Videokonferenz
- max. 8 Teilnehmerinnen und Teilnehmer pro Gruppe
- Keine Vorkasse Rechnung nach dem Seminar
Das nimmst du mit
- Customer journey mapping
- Stakeholder relationship management
- Demand shaping and service offers
- Onboarding and offboarding processes
- Value co-creation and validation
- Exam preparation for ITIL 4 DSV
Passt das zu dir?
Damit du den Tag wirklich mitnimmst, lohnt sich ein kurzer Abgleich.
Richtig für dich, wenn
- IT service managers, service owners and process managers responsible for customer-facing services
- Managers and professionals in IT organizations, service desks, support teams and provider environments
- Business managers, relationship managers and account managers involved in service value creation
- ITIL® 4 Foundation certificate holders aiming for the ITIL® 4 Managing Professional designation
Das bringst du mit
- Valid ITIL® 4 Foundation certificate or an eligible prerequisite accepted for the ITIL® 4 DSV exam
- Basic knowledge of IT service management concepts and ITIL® 4 terminology
- Practical experience in IT services, service management, customer management or provider organizations is helpful
- Readiness to work with English course materials and exam terminology
Dein Lernweg
Day 1: Customer journey and stakeholder engagement
The first day introduces the purpose of ITIL® 4 DSV and its role in the Managing Professional stream. Core topics include service provider and consumer relationships, stakeholder types, target markets, the seven steps of the customer journey and the mapping of customer interactions across the service lifecycle.
Day 2: Demand, service offers and relationship management
The second day covers shaping demand, defining service offerings, developing customer relationships and agreeing expectations. The training addresses service marketing, negotiation, service relationship types, onboarding and offboarding of customers and users, supported by practical examples and syllabus-based exercises.
Day 3: Value co-creation, validation and exam preparation
The final day focuses on continual value co-creation, value realization and validation, customer-facing culture, Lean Thinking, Design Thinking and DSV-relevant ITIL® practices. The seminar closes with structured exam preparation, review of key terms and discussion of the certification format.
Klarheit von Anfang an
Format, Ablauf und alles, was schon enthalten ist. Keine Überraschungen, nur Fokus auf dein Ergebnis.
3 Tage
Kompakt aufgebaut, damit du schnell ins Tun kommst.
max. 8
Kleine Gruppe, damit genug Raum für deine Fragen bleibt.
- Live training with an experienced ITIL® trainer and direct interaction throughout the seminar
- Trainer input based on the official ITIL® 4 DSV syllabus and accredited course materials
- Practical examples from service provider, IT organization and customer relationship scenarios
- Exercises on customer journeys, stakeholder relationships, service offers and value co-creation
- Discussion of exam-relevant concepts, terminology and typical question formats
- Digital training documents, education package and original e-book for follow-up work
Das ist immer dabei
- Ausführliche Schulungsunterlagen und Praxisbeispiele
- Teilnahmezertifikat
- Übungsumgebungen und Beispieldaten
- Nachbetreuung per E-Mail nach dem Seminar
The seminar prepares for the official ITIL® 4 Specialist: Drive Stakeholder Value certification. The certification is part of the ITIL® 4 Managing Professional path and demonstrates knowledge of stakeholder engagement, customer journeys, service relationships and value co-creation in IT-enabled services.
- Exam format: multiple-choice examination with 40 questions
- Duration: 90 minutes
- Passing score: 28 out of 40 correct answers, equal to 70 percent
- Exam language: English, with possible time extension for eligible non-native candidates or special requirements
- Prerequisite: ITIL® 4 Foundation certificate or eligible prerequisite accepted for the exam
- Result: ITIL® 4 Specialist: Drive Stakeholder Value certificate after passing the official exam
Sichere dir deinen Platz
Wunschtermin?
Für dieses Seminar ist gerade kein Termin ausgeschrieben. Sag uns, wann es dir passt, wir setzen einen passenden Termin auf und melden uns bei dir.
Wunschtermin anfragenLieber das ganze Team?
Bring dieses Seminar zu euch ins Haus oder lass uns ein Programm bauen, das genau auf euer Unternehmen passt.
Inhouse-Schulung
Wir kommen zu dir und schulen dein Team genau auf eure Praxis.
- Komplett auf eure Use-Cases und Tools zugeschnitten
- Termin und Ort bestimmst du, vor Ort oder Live-Online
- Ein fester Pauschalpreis statt Preis pro Person
Firmen-Seminar
Ein individuelles Programm, das wir auf eure Ziele zuschneiden.
- Frei kombinierbare Module aus unserem Themenkatalog
- Skalierbar von der Kleingruppe bis zur ganzen Belegschaft
- Begleitung über mehrere Termine hinweg möglich
Deine IT-Schulungen München-Expertinnen und -Experten
Du hast Fragen zu Inhalten, Terminen oder einer passenden Lösung für dein Team? Wir beraten dich gern, bevor du buchst. Direkt, ohne Umwege.
Antwort in der Regel am selben Werktag
Dein cmt-Team München
Beratung zu IT-Weiterbildung
Fragen und Antworten zu ITIL® 4 Managing Professional: Drive Stakeholder Value (DSV) (English)
What is ITIL® 4 Drive Stakeholder Value?
ITIL® 4 Drive Stakeholder Value, often searched as ITIL 4 DSV or ITIL DSV, is an ITIL® 4 Managing Professional module. It focuses on stakeholder engagement, customer journeys, service relationships, onboarding, service consumption and value co-creation between providers and consumers.
Is this ITIL DSV training held in English?
Yes. This seminar is delivered in English and uses English ITIL® terminology, course materials and exam preparation. It is suitable if you work in an international service management environment or plan to take the ITIL® 4 DSV certification exam in English.
Do I need ITIL® 4 Foundation before attending?
Yes. The course builds on ITIL® 4 Foundation knowledge. A valid ITIL® 4 Foundation certificate or an eligible prerequisite accepted for the official exam is required for the certification path.
Is the ITIL DSV certification exam included?
The seminar price includes the exam fee, education package and original e-book. The ITIL® 4 Specialist: Drive Stakeholder Value exam is usually taken online after the seminar at a scheduled date.
How does DSV fit into the ITIL® 4 Managing Professional path?
DSV is one of the modules in the ITIL® 4 Managing Professional stream. It complements topics such as Create, Deliver & Support, High Velocity IT and Direct, Plan & Improve. If you want to combine modules, the ITIL® 4 Managing Professional Compact DSV & HVIT training may also be relevant.
What practical skills does the seminar provide?
The training helps you analyze customer journeys, manage stakeholder relationships, shape demand, define service offerings and support value co-creation. These skills are especially useful in service management, IT operations, supplier management and customer-facing IT roles.