ITIL 4 Specialist: Drive Stakeholder Value

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Course with Exam
  • Course Delivery: The Course is taken online
  • Exam Delivery: The Exam is delivered online
  • Length of Access: 1 year
  • Features: 24/7 Access, Real Instructors, Classroom Materials and Exercise Guides.
  • Exam Details: Click here to view
$995.00 Add to Cart

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  • Submitting Debugging Information If you have tried everything else and still are having trouble viewing the videos, you can visit this page where you can help us debug your particular setup by following the instructions on the page and submit the debugging information to us.
Video Title
Length
Meet Your Instructor Dr. Suzanne Van Hove
4 min
00: Introduction
12 min
01: Concept of Customer Journey
15 min
Exercise: Customer Journey
2 min
02: Design & Improve Customer Journeys
25 min
03: Step 1: Explore
11 min
04: Marketing Activities & Techniques
13 min
05: Customer Needs and Factors that Affect Them
19 min
06: Identify Service Providers & Value Proposition
6 min
07: Step 2: Engage
13 min
08: Supplier & Partner Relationship Types
19 min
09: Managing Suppliers and Partners
11 min
Exercise: Service Relationships
1 min
10: Develop Customer Relationships; Analyze Customer Needs
29 min
11: Communicate & Collaborate
10 min
12: Relationship Management Practice
11 min
13: Supplier Management Practice
15 min
14: Step 3: Offer
20 min
15: Methods for Designing Service Experiences
19 min
16: Approaches for Selling and Obtaining Services
10 min
17: Requirement Management
16 min
18: Business Analysis Practice
8 min
19: Step 4: Agree
11 min
20: Negotiate & Agree
10 min
21: Service Level Management Practice
19 min
22: Step 5: Onboard
9 min
23: Fostering User Relationships
7 min
24: Enabling Users for Service Use
7 min
25: Elevate Mutual Capabilities
5 min
26: Prepare Onboard/Offboard Plans
21 min
27: User Engagement & Delivery Channels
8 min
28: Service Catalog Management Practice
11 min
29: Service Desk Practice
17 min
30: Step 6: Co-Create
12 min
31: Triaging User Requests, Moments of Truth
13 min
32: User Communities
5 min
33: Encouraging Customer/User Feedback
4 min
34: Service Request Management Practice
6 min
35: Step 7: Realize
9 min
36: Measuring Service Usage & Satisfaction
8 min
37: Methods to Track/Monitor Service Value
11 min
38: Charging Mechanisms
7 min
39: Validate Service Value, Report Service Outcomes
12 min
Exercise: Measuring Value Realization
1 min
40: Evaluate & Improve Customer Journey
3 min
41: Portfolio Management Practice
12 min
42: Course Summary
6 min
Total:
8 hrs 43 mins

Dr. Suzanne Van Hove

Dr. Suzanne Van Hove. owner of SED-IT, has successfully blended an award-winning career in higher education with a passion for IT Service Management. She understands the dynamics of how people learn and the best vehicles for content retention. She has developed and received accreditation of her own IT Service Management educational programs.

Perhaps her greatest strength is developing training curriculum that is industry specific. This unique approach gives students practical, real life case studies that enable them to bring best practices to their respective organizations. Large and small organizations around the globe have benefited from her proprietary approach. With over 25 years’ experience, Suzanne brings a wealth of knowledge to every engagement – either in the classroom or boardroom. In 2011, Suzanne was recognized the itSMF USA ‘Industry Knowledge Contribution’ Award for her achievements in academia and industry.

 

Course Materials

When you purchase this course you will receive access to these materials.

  • Student Guide
  • Glossary
  • DSV Tables
  • Sample Paper 1
  • Sample Paper 2
  • PDU Info
  • Candidate Syllabus
  • Review Exercises/Solutions

Transcript

This course comes with a Transcript that tracks your progress. You can use your transcript to view and monitor your progress and when you complete the course, you can print or email the transcript.

Letter of Course Attendance

You will be awarded a Certificate of Completion when you finish this course. You will be able to print or email the certificate and share your accomplishment with everyone.

How to Take Your Exam

Exam Requirements

In order to take the ITIL ITIL 4 Specialist:  Drive Stakeholder Value exam students must have completed an Accredited DSV course.  The exam is proctored online by PeopleCert:

Exam Details

  • Exam Length:  90 Minutes
  • Exam Format:  Closed Book, Multiple Choice
  • Exam Delivery:  Online, webcam proctored.
  • Pass Mark:  70% (28 out of 40 questions answered correctly)
  • Exam Language:  English (Extra time is available for non-native English Speakers)

How Is the Exam Taken?

The exam vouchers provided by GogoTraining are for online proctored exams.  This gives you the flexibility of taking the exam from any location.  

When Will I Receive My Exam Voucher?

Exam voucher orders are purchased within 24 hours following purchase Monday to Friday.

How Long Is My Exam Voucher Valid?

Exam vouchers are valid for 1 year from the date of purchase.  If for any reason you need an extension, PeopleCert sells 6 month exam extensions as long as the extension is purchased prior to the date your exam voucher is set to expire.  Please note that the exam extension must be ordered before your exam expires.  

How Do I Schedule My Exam?

Once we order your voucher you will receive an immediate email from PEOPLECERT which includes a link and instructions on how to register to take your exam. 

When Can I Take My Exam?

Exam slots are available 7 days a week 24 hours a day.  Exam vouchers are valid for 1 year from the date of purchase.  If for any reason you do not take your exam within the year you can purchase an exam voucher extension that will be valid for an additional 6 months.  Please note that the extension must be ordered before your exam expires.

If you have any questions email customerservice@gogotraining.com.   

This course is Accredited by PeopleCert and PeopleCert is the ITIL Exam Institute that will proctore your exam.

Thank you for choosing GogoTraining!

QA Forum

Interested in an Instructor Support Package? Click here to receive information on how to join the Instructor Access Forum.

When you purchase this course you will be able to use the QA Forum and have direct access to the instructor.