ITIL 4 DSV study guide
ITIL 4 DSV · Work through your exam, one topic at a time.
ITIL 4 Specialist: Drive Stakeholder Value (often shortened to ITIL 4 DSV) is one of the ITIL 4 specialist certification modules offered within the ITIL certification scheme published by PeopleCert, the certification body that owns and delivers ITIL exams. It sits above ITIL 4 Foundation and is aimed at practitioners who already hold Foundation and want to deepen their ability to manage service relationships and co-create value with customers, users, sponsors and other stakeholders across the customer journey. The ITIL 4 DSV study guide has 4 sections and about 1,207 words.
01Customer Journey
The Customer Journey domain checks that you can describe the end-to-end journey a consumer takes with a provider, name its stages and touchpoints, and use journey mapping to improve service design and delivery. The ITIL 4 DSV customer journey has eight stages: Explore, Engage, Offer, Agree, Onboard, Co-create, Deliver and support, and Realize.
352 words, about 2 min02Demand
The Demand domain tests how demand arises, how it is modelled and shaped, and how it is balanced against capacity and supply within the service value chain. Demand is the need or desire for services from customers and users; it is an input to the service value chain, not a by-product of it.
275 words, about 1 min03Offering
The Offering domain tests how a provider defines what it offers to a target consumer group and how that offering combines goods, access to resources, and service actions. ITIL 4 defines a service offering as a description of one or more services designed to address the needs of a target consumer group; it may include goods, access to resources, and service actions.
301 words, about 2 min04Experience
The Experience domain tests how customer and user experience are formed, why they matter, and how they are measured and improved across the journey. Customer experience (CX) is the sum of a customer's perceptions and feelings across all touchpoints; user experience (UX) is the part experienced by the person using the service.
279 words, about 1 min