Questo sito utilizza cookie che ci aiutano a migliorare i nostri servizi. Continuando la navigazione, accetti l'utilizzo dei cookie.

BITIL.COM
  • Best Practices
    • Agile ®
      • Agile Scrum
        • Scrum Team
    • AgilePM®
      • Daily Stand-up
      • Project Approach Questionnaire
      • Ruoli e Responsabilità
    • CobiT ®
      • CobiT 5
      • CobiT 2019
    • Data Protection
    • Design Thinking
      • Double Diamond
    • DevOps ®
    • FitSM®
    • ISO/IEC 20000 ®
    • ISO 21500 Project
    • ISO 22301 Continuity
    • ISO/IEC 27000 ®
      • ISO/IEC 27001 ®
      • ISO/IEC 27002 ®
      • ISO/IEC 27005 ®
      • ISO/IEC 27035 ®
      • ISO/IEC 27701 ®
    • ISO 31000 ® Risk
    • IT Governance
    • ITIL ®
      • IT Service Management
      • ITIL ® Evoluzione
      • ITIL ® v3
        • ITIL ® Service Strategy
          • Modelli organizzativi
        • ITIL ® Service Design
          • CFIA
        • ITIL ® Service Transition
        • ITIL ® Service Operation
          • Kepner-Tregoe
        • ITIL ® CSI
      • ITIL ® v3 to 4
      • ITIL ® 4
        • ITIL 4 CDS
          • What is CDS
          • Weighted Shortest Job First
        • ITIL 4 DSV
          • What is DSV
          • Weighted Shortest Job First
        • ITIL 4 HVIT
          • What is HVIT
          • Antifragility
        • ITIL 4 DPI
          • What is DPI
        • ITIL 4 DITS
          • What is DITS
          • Practical Assignment
      • ITIL ® Register Certificate
      • ITIL4 Roles based
      • ITIL4 Practices based
    • Lean Six Sigma ®
    • PM²
      • Architettura PM²
      • Ciclo di vita PM²
      • Ruoli e artefatti PM²
      • Progetto PM²
      • Documenti PM²
    • PRINCE2 ®
    • PRINCE2 Agile®
    • SW Testing
    • Togaf ® Standard
      • TOGAF View e Viewpoint
      • Content Metamodel
  • Corsi
    • Agile ®
      • AgilePM® Foundation
      • AgilePM® Practitioner
      • Scrum Master
    • Cobit ®
      • Cobit ® Foundation
    • Design Thinking
      • Design Thinking Foundation
    • DevOps ®
      • DevOps ® Foundation
    • FitSM®
      • FitSM® Foundation
    • GDPR
      • GDPR Introduction
      • GDPR Foundation
      • Data Protection Officer
    • ISO 20000
      • ISO 20000 Foundation
      • ISO 20000 Auditor
      • ISO 20000 Lead Auditor
    • ISO 21500
      • ISO 21500 Project Manager
    • ISO 22301
      • ISO 22301 Foundation
      • ISO 22301 Lead Auditor
    • ISO 27000
      • ISO 27001 Foundation
      • ISO 27001 Auditor
      • ISO 27001 Lead Auditor
      • ISO 27701 Foundation
    • ITIL ®
      • ITIL ® Foundation
      • ITIL ® Managing Professional
        • ITIL ® Create Deliver and Support
        • ITIL ® Drive Stakeholder Value
        • ITIL ® High Velocity IT
        • ITIL ® Direct Plan Improve
      • ITIL ® Strategic Leader
        • ITIL ® Direct Plan Improve
        • ITIL ® Digital and IT Strategy
    • Lean Six Sigma ®
      • Lean Six Sigma® Yellow Belt
      • Lean Six Sigma® Green Belt
      • Lean Six Sigma® Black Belt
    • PRINCE2®
      • PRINCE2® Foundation
      • PRINCE2® Practitioner
    • PRINCE2 Agile®
      • PRINCE2 Agile® Foundation
      • PRINCE2 Agile® Practitioner
    • SW Testing
      • SW Testing Foundation
    • TOGAF® Standard
      • TOGAF® EA Foundation
      • TOGAF® EA Practitioner
  • Servizi
    • Offerte
    • Acquista online
    • Erogazione Corso
      • eLearning Self-Kit
      • eLearning Online Tutor
      • Virtual Classroom
      • Blended
      • Traditional Classroom
    • Sessione Esame
      • Esami online con APMG
      • Esami online con Peoplecert
    • Calendario Corsi
    • Training Book
    • Cancellation Policy
    • Make a Complaint
    • Evaluation Form
    • FAQ
  • Knowledge
    • Exam Simulator
      • AgilePM® Exam Simul
      • COBIT Exam Simul
      • DevOps Exam Simul
      • ISO 20k Exam Simul
      • ISO 22301 Exam Simul
      • Scrum Master Exam Simul
      • Scrum Product Owner Exam Simul
      • TOGAF Exam Simul
    • News
      • Agile Scrum
      • Design Thinking
      • Enterprise Architecture
      • Examination Institute
      • Project Management
      • Service Management
    • Eventi
    • Webinar
    • Download
  • Contatti
    • Chi siamo
      • Accreditamenti
      • Job Opportunity
      • Partner Program
      • MePA Pubblica Amministrazione
    • Legal Policy
      • Third Party Consent
      • Copyright | Trademarks
    • Login Form
Sign up Login

Login

  • Forgot your password?

What is DSV

  • Home\
  • ITIL ®\
  • ITIL ® 4\
  • ITIL 4 DSV\
  • What is DSV

Introduction

The purpose of the ITIL 4 Drive Stakeholder Value Qualification is:

  • to provide the candidate with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers and partners, including key CX, UX and journey mapping concepts.

The purpose of the ITIL 4 Drive Stakeholder Value Examination is:

  • to assess whether the candidate can demonstrate sufficient understanding and application of ITIL 4 to all types of engagement and interaction between a service provider and their customers, users, suppliers and partners. The ITIL 4 Drive Stakeholder Value qualification is one of the pre-requisites for the designation of ITIL 4 Managing Professional which assesses the candidates practical and technical knowledge about how to run successful, modern, IT-enabled services, teams and workflows.

The target audience for this qualification is:

  • individuals continuing their journey in service management
  • ITSM managers and aspiring ITSM managers
  • ITSM 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
  • existing ITIL qualification holders wishing to develop their knowledge.

Contents

  1. Understand how customer journeys are designed
    • Understand the concept of the customer journey
    • Understand the ways of designing and improving customer journeys 
  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
  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 analyse 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  
    • Know how the Supplier management practice can be applied to enable and contribute to supplier and partner relationships management
  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-centred service design
    • Understand approaches for selling and obtaining service offerings
    • Know how to capture, influence and manage demand and opportunities
    • Know how to collect, specify and prioritise 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
  5. Know how to align expectations and agree details of services
    • Know how to plan for value co-creation
    • Know how to negotiate and agree service utility, warranty and experience
    • Know how the Service Level management practice can be applied to enable and contribute to service expectation management
  6. Know how to onboard and offboard customers and users
    • Understand key transition, onboarding and offboarding activities
    • Understand the ways of relating with users and fostering user relationships 
    • Understand how users are authorized and entitled to services 
    • Understand different approaches to mutual elevation of 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
  • Agile ®
    Agile ®
    • Agile Scrum
      Agile Scrum
      • Scrum Team
  • AgilePM®
    AgilePM®
    • Daily Stand-up
    • Project Approach Questionnaire
    • Ruoli e Responsabilità
  •  CobiT ®
    CobiT ®
    • CobiT 5
    • CobiT 2019
  • Data Protection
  • Design Thinking
    Design Thinking
    • Double Diamond
  • DevOps ®
  • FitSM®
  • ISO/IEC 20000 ®
  • ISO 21500 Project
  • ISO 22301 Continuity
  • ISO/IEC 27000 ®
    ISO/IEC 27000 ®
    • ISO/IEC 27001 ®
    • ISO/IEC 27002 ®
    • ISO/IEC 27005 ®
    • ISO/IEC 27035 ®
    • ISO/IEC 27701 ®
  • ISO 31000 ® Risk
  • IT Governance
  • ITIL ®
    ITIL ®
    • IT Service Management
    • ITIL ® Evoluzione
    • ITIL ® v3
      ITIL ® v3
      • ITIL ® Service Strategy
        ITIL ® Service Strategy
        • Modelli organizzativi
      • ITIL ® Service Design
        ITIL ® Service Design
        • CFIA
      • ITIL ® Service Transition
      • ITIL ® Service Operation
        ITIL ® Service Operation
        • Kepner-Tregoe
      • ITIL ® CSI
    • ITIL ® v3 to 4
    • ITIL ® 4
      ITIL ® 4
      • ITIL 4 CDS
        ITIL 4 CDS
        • What is CDS
        • Weighted Shortest Job First
      • ITIL 4 DSV
        ITIL 4 DSV
        • What is DSV
        • Weighted Shortest Job First
      • ITIL 4 HVIT
        ITIL 4 HVIT
        • What is HVIT
        • Antifragility
      • ITIL 4 DPI
        ITIL 4 DPI
        • What is DPI
      • ITIL 4 DITS
        ITIL 4 DITS
        • What is DITS
        • Practical Assignment
    • ITIL ® Register Certificate
    • ITIL4 Roles based
    • ITIL4 Practices based
  • Lean Six Sigma ®
  • PM²
    PM²
    • Architettura PM²
    • Ciclo di vita PM²
    • Ruoli e artefatti PM²
    • Progetto PM²
    • Documenti PM²
  • PRINCE2 ®
  • PRINCE2 Agile®
  • SW Testing
  • Togaf ® Standard
    Togaf ® Standard
    • TOGAF View e Viewpoint
    • Content Metamodel

BITIL.COM è una organizzazione di professionisti ed esperti senior, dell' Information & Communication Technology (ICT) il cui interesse principale è la diffusione, la divulgazione della conoscenza [...]

"Ho trovato questo corso molto interessante e utile. Ha dato alcune buone idee da applicare in azienda."

Alessandra P.

Alessandra P.

Service Manager

This was one of the best workshops I have ever attended. The venue, materials & facilitation was excellent.

Stephanie S.

Stephanie S.

Project Manager Junior

The nature of participation was simply exceptional, concrete exercise, concrete examples, excellent analysis and feedback.

Mark J.

Mark J.

CIO

"Un corso molto utile, varie esercitazioni e un tutor disponibile. Questa esperienza ha aumentato la mia professionalità."

Marco B.

Marco B.

Project Manager

Real practice questions and accurate answers from BITIL helped me a lot in my exam. I successfully got good marks. Wonderful.

Samuel C.

Samuel C.

Developer

Quick link

  • Login
  • Catalogo dei Corsi
  • Corsi a Calendario
  • Formazione Aziendale
  • Area Download
  • Copyright

Service Desk

Dove siamo
      • Tel: (+39) 06.92928821
      • Mobile/Whatsapp: (+39) 349.6588077
      • Email: info@bitil.com
      • PEC: amministrazione@pec.bitil.com
2023 © Copyright BITIL.COM - All Right Reserved
ITIL®, PRINCE2®, PRINCE2 Agile® are Registered Trade Marks of AXELOS Limited. TOGAF® is a registered trademarks of The Open Group in the United States and other countries. COBIT® 2019 is a Registered Trade Marks of the Information Systems Audit and Control Association and the IT Governance Institute. APMG International Scrum, APMG-International™ AgilePM®, APMG-International™ ISO/IEC 20000, APMG-International™ ISO/IEC 27001 are Trade Marks of APM Group Limited. FitSM® is a registered trademark of ITEMO e.V. DTMethod® is a registered trademark of Inprogress Sp. z o. o.
  • Best Practices
    • Agile ®
      • Agile Scrum
        • Scrum Team
    • AgilePM®
      • Daily Stand-up
      • Project Approach Questionnaire
      • Ruoli e Responsabilità
    • CobiT ®
      • CobiT 5
      • CobiT 2019
    • Data Protection
    • Design Thinking
      • Double Diamond
    • DevOps ®
    • FitSM®
    • ISO/IEC 20000 ®
    • ISO 21500 Project
    • ISO 22301 Continuity
    • ISO/IEC 27000 ®
      • ISO/IEC 27001 ®
      • ISO/IEC 27002 ®
      • ISO/IEC 27005 ®
      • ISO/IEC 27035 ®
      • ISO/IEC 27701 ®
    • ISO 31000 ® Risk
    • IT Governance
    • ITIL ®
      • IT Service Management
      • ITIL ® Evoluzione
      • ITIL ® v3
        • ITIL ® Service Strategy
          • Modelli organizzativi
        • ITIL ® Service Design
          • CFIA
        • ITIL ® Service Transition
        • ITIL ® Service Operation
          • Kepner-Tregoe
        • ITIL ® CSI
      • ITIL ® v3 to 4
      • ITIL ® 4
        • ITIL 4 CDS
          • What is CDS
          • Weighted Shortest Job First
        • ITIL 4 DSV
          • What is DSV
          • Weighted Shortest Job First
        • ITIL 4 HVIT
          • What is HVIT
          • Antifragility
        • ITIL 4 DPI
          • What is DPI
        • ITIL 4 DITS
          • What is DITS
          • Practical Assignment
      • ITIL ® Register Certificate
      • ITIL4 Roles based
      • ITIL4 Practices based
    • Lean Six Sigma ®
    • PM²
      • Architettura PM²
      • Ciclo di vita PM²
      • Ruoli e artefatti PM²
      • Progetto PM²
      • Documenti PM²
    • PRINCE2 ®
    • PRINCE2 Agile®
    • SW Testing
    • Togaf ® Standard
      • TOGAF View e Viewpoint
      • Content Metamodel
  • Corsi
    • Agile ®
      • AgilePM® Foundation
      • AgilePM® Practitioner
      • Scrum Master
    • Cobit ®
      • Cobit ® Foundation
    • Design Thinking
      • Design Thinking Foundation
    • DevOps ®
      • DevOps ® Foundation
    • FitSM®
      • FitSM® Foundation
    • GDPR
      • GDPR Introduction
      • GDPR Foundation
      • Data Protection Officer
    • ISO 20000
      • ISO 20000 Foundation
      • ISO 20000 Auditor
      • ISO 20000 Lead Auditor
    • ISO 21500
      • ISO 21500 Project Manager
    • ISO 22301
      • ISO 22301 Foundation
      • ISO 22301 Lead Auditor
    • ISO 27000
      • ISO 27001 Foundation
      • ISO 27001 Auditor
      • ISO 27001 Lead Auditor
      • ISO 27701 Foundation
    • ITIL ®
      • ITIL ® Foundation
      • ITIL ® Managing Professional
        • ITIL ® Create Deliver and Support
        • ITIL ® Drive Stakeholder Value
        • ITIL ® High Velocity IT
        • ITIL ® Direct Plan Improve
      • ITIL ® Strategic Leader
        • ITIL ® Direct Plan Improve
        • ITIL ® Digital and IT Strategy
    • Lean Six Sigma ®
      • Lean Six Sigma® Yellow Belt
      • Lean Six Sigma® Green Belt
      • Lean Six Sigma® Black Belt
    • PRINCE2®
      • PRINCE2® Foundation
      • PRINCE2® Practitioner
    • PRINCE2 Agile®
      • PRINCE2 Agile® Foundation
      • PRINCE2 Agile® Practitioner
    • SW Testing
      • SW Testing Foundation
    • TOGAF® Standard
      • TOGAF® EA Foundation
      • TOGAF® EA Practitioner
  • Servizi
    • Offerte
    • Acquista online
    • Erogazione Corso
      • eLearning Self-Kit
      • eLearning Online Tutor
      • Virtual Classroom
      • Blended
      • Traditional Classroom
    • Sessione Esame
      • Esami online con APMG
      • Esami online con Peoplecert
    • Calendario Corsi
    • Training Book
    • Cancellation Policy
    • Make a Complaint
    • Evaluation Form
    • FAQ
  • Knowledge
    • Exam Simulator
      • AgilePM® Exam Simul
      • COBIT Exam Simul
      • DevOps Exam Simul
      • ISO 20k Exam Simul
      • ISO 22301 Exam Simul
      • Scrum Master Exam Simul
      • Scrum Product Owner Exam Simul
      • TOGAF Exam Simul
    • News
      • Agile Scrum
      • Design Thinking
      • Enterprise Architecture
      • Examination Institute
      • Project Management
      • Service Management
    • Eventi
    • Webinar
    • Download
  • Contatti
    • Chi siamo
      • Accreditamenti
      • Job Opportunity
      • Partner Program
      • MePA Pubblica Amministrazione
    • Legal Policy
      • Third Party Consent
      • Copyright | Trademarks
    • Login Form
Top
 Catalogo Corsi   Formazione Aziendale  Calendario Corsi  Contattaci