PeopleCert ITIL-DSV Exam Topics

PeopleCert ITIL-DSV Exam Overview :

Exam Name:	ITIL 4 Specialist: Drive Stakeholder Value
Exam Code:	ITIL-DSV
Certifications:	PeopleCert ITIL, PeopleCert ITIL 4 Specialist Certifications
Actual Exam Duration:	90 minutes
Expected no. of Questions in Actual Exam:	40
See Expected Questions:	PeopleCert ITIL-DSV Expected Questions in Actual Exam

PeopleCert ITIL-DSV Exam Objectives :

Section	Objectives
Understanding Stakeholder Needs and Expectations	In this module, IT service managers and professionals will focus on identifying, assessing, and prioritizing the needs and expectations of various stakeholders, including customers, employees, partners, and regulators. The emphasis is on understanding how these stakeholders influence service delivery and aligning services to meet their expectations.
Customer Experience Management	This module aims to provide IT service managers and customer experience professionals with a deeper understanding of the principles behind creating and maintaining a positive customer experience. It covers strategies to ensure that services are designed and delivered with the customer in mind, enhancing overall satisfaction.
Service Relationships	In this module, service relationship managers and IT professionals will learn how to effectively manage relationships with various stakeholders, including customers, users, suppliers, and partners. It focuses on building strong, collaborative relationships that support service delivery and value creation.
Value Co-creation	This module explores the concept of value co-creation, where IT service managers and business leaders learn how value is not only delivered to customers but also created in collaboration with them. It emphasizes the importance of engaging customers as active participants in the service process.
Service Level Management	In this module, IT service managers and service level managers will learn how to establish, monitor, and report on service levels to ensure they meet stakeholder requirements and agreements. The module covers the development of service level agreements (SLAs) and techniques for maintaining service quality.
Service Metrics and KPIs	This module helps IT service managers and performance analysts understand how to define and use key performance indicators (KPIs) and metrics to measure, report, and improve service performance. It focuses on using these metrics to enhance customer satisfaction and the overall value of services.
Customer Journey Mapping	In this module, customer experience professionals and service designers will explore techniques for mapping the customer journey. It involves identifying key touchpoints, pain points, and opportunities for improving the customer experience, ultimately leading to better service outcomes.
Communication and Collaboration	In the final module, IT service managers and communication specialists will learn how to foster positive stakeholder relationships through effective communication and collaboration. This module emphasizes the importance of clear, consistent communication in building trust and ensuring successful service delivery.
Official Information	https://www.peoplecert.org/browse-certifications/it-governance-and-service-management/ITIL-1/itil-4-specialist-drive-stakeholder-value-2812

Updates in the PeopleCert ITIL-DSV Exam Topics:

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