ITIL 4 High Velocity IT (HVIT)
ITIL 4 Drive Stakeholder Value (DSV) course designed to help you turn demand into value, build stronger relationships, and pass your DSV exam with confidence.
When stakeholder expectations shift fast, generic service delivery falls short. DSV equips you to map customer journeys, shape demand, design experience-based agreements, and co-create measurable value with customers, users, partners, and suppliers. If your role touches client engagement, service design, or experience management, this is where your work starts compounding.
Who this course is for
- Service delivery and IT service managers: You own SLAs, outcomes, and user satisfaction.
- Business relationship managers and service relationship leads: You translate needs into services and keep trust intact.
- CX/UX and product-minded IT professionals: You design experiences across touchpoints, not just outputs.
- IT leaders on the Managing Professional path: You want repeatable practices for demand, value, and experience.
What you will learn
- Customer journey mastery: Map, analyze, and improve journeys from initial engage to value realization. Replace guesswork with data and real feedback.
- Stakeholder engagement that sticks: Build transparent, two-way relationships with customers, users, partners, and suppliers. Communicate to align expectations early.
- Demand shaping and service offerings: Identify target markets, capture requirements properly, and craft service catalogs customers actually understand.
- Experience-based agreements: Move beyond utility and warranty to define, negotiate, and manage experience expectations people feel at every touchpoint.
- Onboarding and offboarding done right: Design clean transitions, entitlement controls, and capability uplift for customers and users.
- Continual value co-creation: Operate value loops—measure, validate, and iterate to keep satisfaction rising and churn falling.
Course outcomes you can apply immediately
- Sharper SLAs and XLAs: Align service levels with outcomes and experience metrics, not vanity numbers.
- Clearer communication rhythms: Stakeholder updates that reduce surprises and escalate issues early.
- Better requirement quality: Fewer reworks and misunderstandings as you capture and prioritize needs rigorously.
- Journey-led improvements: Target fixes where they matter—handoffs, response times, self-service clarity, or access controls.
- Trusted supplier relationships: Set expectations with partners using the same value language you use with customers.
Core syllabus highlights
- Designing and improving customer journeys: Techniques, templates, and measurement.
- Markets, targeting, and value propositions: Translating market signals into service design.
- Relationship management in practice: Roles, rituals, and tools that build trust.
- Service level and experience management: Utility, warranty, and experience—balanced and negotiated.
- Service request and catalog management: Offers people can find, understand, and use.
- Onboarding/offboarding: Authorization, entitlement, data, and mutual capability uplift.
- Value realization and validation: Close the loop; prove impact with the right KPIs.
Study and exam preparation support
- Exam-aligned coverage: Every module maps to testable concepts while staying grounded in day-to-day application.
- Scenario-based practice: You’ll work through realistic stakeholder situations, not just memorize terms.
- Checklists and templates: Customer journey maps, stakeholder comms plans, requirement intake, onboarding plans, and XLA drafts you can reuse.
Why take DSV now
- Experience is the differentiator: In crowded markets, how you deliver beats what you deliver.
- Budgets demand proof of value: DSV gives you the methods to track and validate outcomes customers recognize.
- Career traction: Roles that blend service management with stakeholder value are increasingly visible and strategic.
How this course is delivered
- Flexible learning: Global online access with paced modules and live support options where available.
- Practical-first design: Short lessons, applied exercises, and tools you can take back to your team.
- Global relevance: Examples and templates that fit diverse industries and regions.
What you’ll be able to do after the course
- Lead stakeholder workshops with clarity, set shared expectations, and avoid scope traps.
- Redesign a customer journey to remove friction and reduce time-to-value.
- Negotiate experience-aligned agreements your customers will feel, not just sign.
- Plan clean onboarding/offboarding that prevents access drift and confusion.
- Run continuous value reviews that lift satisfaction and retention, quarter after quarter.
Ready to move from output to outcome? Enroll in the ITIL 4 Drive Stakeholder Value (DSV) course and turn every interaction into momentum.
