About the 3-day ITIL Specialist DSV
This module covers all types of engagement and interaction between a service provider and their customers, users, suppliers, and partners. It focuses on the conversion of demand into value via IT-enabled services.
This 3-day course 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 candidates with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape.
Who Should Attend?
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.
Pre-Requisites
To participate to this this course, candidates must hold the ITIL 4 Foundation certificate.
Participants will need to provide B2B Learning with a copy of their certificate upon registration (unless you have done your ITIL 4 Foundation with B2B Learning) in order to be admitted into this course. If you need to take your ITIL 4 Foundation exam, you can either attend our ITIL 4 Foundation classroom course or eLearning module, or book your exam only online if you prefer self-study.
Accredited training for the ITIL Managing Professional modules is mandatory to enable full understanding of the core material.
Course Documentation
Each participant will receive an accredited set of course materials in digital format (eBook) including a pre- and post- reading guide and mock exam. Participants may print the material one time and can use the files under the B2B Learning terms of use.
About the certification
- Multiple-choice format (1 mark per question)
- Pass grade: 65%
- 40 questions
- Closed book
- Duration: 90 minutes + 25% extra time for non-native English speakers
The exam is scheduled at the end of the 3rd training day in the classroom, or the participants can take the online exam later online and proctor-based. Candidates need to foresee ± 1 hour study time every evening to prepare the questions.
