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ITIL4-DSV Exam Topics and Domains
ITIL4-DSV is organized into 8 weighted domains. Expect to work with Business Analysis Practice, Portfolio Management Practice, Relationship Management Practice, Service Catalogue Management Practice, and more.
Understand How Customer Journeys Are Designed
Understand the concept of the customer journey
- Understand the concept of the customer journey
- Identify the seven steps of the customer journey
- Explain how touchpoints and service interactions contribute to the customer experience
Understand the ways of designing and improving customer journeys
- Understand the ways of designing and improving customer journeys
- Apply customer journey mapping techniques
- Identify opportunities for improving the customer experience
Know How to Target Markets and Stakeholders
Understand the characteristics of markets
Understand the characteristics of markets
Understand marketing activities and techniques
Understand marketing activities and techniques
Know how to describe customer needs and internal and external factors that affect these
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
Know how to identify service providers and explain their value propositions
Know How to Foster Stakeholder Relationships
Understand the concepts of mutual readiness and maturity
Understand the concepts of mutual readiness and maturity
Understand the different supplier and partner relationship types and how these are managed
Understand the different supplier and partner relationship types and how these are managed
Know how to develop customer relationships
Know how to develop customer relationships
Know how to analyze customer needs
Know how to analyse customer needs
Know how to use communication and collaboration activities and techniques
Know how to use communication and collaboration activities and techniques
Know how the Relationship Management practice can be applied to foster relationships
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 manage supplier and partner relationships
Know how the Supplier Management practice can be applied to enable and contribute to supplier and partner relationships management
Know How to Shape Demand and Define Service Offerings
Understand methods for designing digital service experiences
Understand methods for designing digital service experiences based on value-driven, data-driven, and user-centered service design
Understand approaches for selling and obtaining service offerings
Understand approaches for selling and obtaining service offerings
Know how to capture, influence, and manage demand and opportunities
Know how to capture, influence and manage demand and opportunities
Know how to collect, specify, and prioritize requirements from diverse stakeholders
Know how to collect, specify and prioritise requirements from a diverse range of stakeholders
Know how the Business Analysis practice can be applied to requirement management and service design
Know how the Business Analysis practice can be applied to enable and contribute to requirement management and service design
Know How to Align Expectations and Agree Details of Services
Know how to plan for value co-creation
Know how to plan for value co-creation
Know how to negotiate and agree on service utility, warranty, and experience
Know how to negotiate and agree service utility, warranty and experience
Know how the Service Level Management practice can be applied to service expectation management
Know how the Service Level Management practice can be applied to enable and contribute to service expectation management
Know How to Onboard and Offboard Customers and Users
Understand key transition, onboarding, and offboarding activities
Understand key transition, onboarding and offboarding activities
Understand the ways of relating with users and fostering user relationships
Understand the ways of relating with users and fostering user relationships
Understand how users are authorized and entitled to services
Understand how users are authorized and entitled to services
Understand different approaches to mutual elevation of capabilities
Understand different approaches to the mutual elevation of the customer, user and service provider capabilities
Know how to prepare onboarding and offboarding plans
Know how to prepare onboarding and offboarding plans
Know how to develop user engagement and delivery channels
Know how to develop user engagement and delivery channels
Know how the Service Catalogue Management practice can be applied to offering user services
Know how the Service Catalogue management practice can be applied to enable and contribute to offering user services
Know how the Service Desk practice can be applied to user engagement
Know how the Service Desk practice can be applied to enable and contribute to user engagement
Understand how users can request services
Understand how users can request services
Know How to Act Together to Ensure Continual Value Co-Creation
Understand methods for triaging user requests
Understand methods for triaging of user requests
Understand the concept of user communities
Understand the concept of user communities
Understand methods for encouraging and managing customer and user feedback
Understand methods for encouraging and managing customer and user feedback
Know how to foster a service mindset
Know how to foster a service mindset (attitude, behaviour and culture)
Know how to use different approaches to the provision of user services
Know how to use different approaches to provision of user services
Know how to seize and deal with customer and user moments of truth
Know how to seize and deal with customer and user 'moments of truth'
Know how the Service Request Management practice can be applied to service usage
Know how the Service request management practice can be applied to enable and contribute to service usage
Know How to Realize and Validate Service Value
Understand methods for measuring service usage and customer and user experience and satisfaction
Understand methods for measuring service usage and customer and user experience and satisfaction
Understand methods to track and monitor service value
Understand methods to track and monitor service value (outcome, risk, cost and resources)
Understand different types of reporting of service outcome and performance
Understand different types of reporting of service outcome and performance
Understand charging mechanisms
Understand charging mechanisms
Know how to assess service value realization
Know how to assess service value realization
Know how to prepare to evaluate and improve the customer journey
Know how to prepare to evaluate and improve the customer journey
Know how the Portfolio Management practice can be applied to service value realization
Know how the Portfolio management practice can be applied to enable and contribute to service value realisation
How do I earn this certification?
Passing ITIL4-DSV earns the ITIL 4 Specialist: Drive Stakeholder Value certification. It sits in the ITIL 4 Managing Professional (MP) track.
- ITIL4-DITS - ITIL 4 Leader: Digital and IT StrategyCombined with DPI (which is shared between MP and SL tracks) to achieve the Strategic Leader designation
- ITIL 4 MasterHighest ITIL 4 designation. Requires both ITIL 4 Managing Professional and ITIL 4 Strategic Leader designations, plus demonstration of practical application of ITIL concepts.
- ITIL4-MSF - ITIL 4 Specialist: Monitor, Support and FulfilComplementary focus on operational practices for monitoring, supporting, and fulfilling services
- ITIL4-CAI - ITIL 4 Specialist: Collaborate, Assure and ImproveComplementary focus on collaboration, assurance, and improvement practices
- ITIL4-AMCS - ITIL 4 Specialist: Acquiring and Managing Cloud ServicesCloud-specific extension of ITIL practices including stakeholder engagement in cloud contexts
- ITIL4-SDIT - ITIL 4 Specialist: Sustainability in Digital and ITSustainability considerations in service management
Practice with Precision
The PlanetCert Simulator mirrors the real exam environment with authentic questions and timed pressure.
How to study for this exam?
The most effective way to prepare for ITIL4-DSV is by using the PlanetCert Simulator to practice questions and review detailed explanations.
Who should take this exam?
- 2-3 years of experience in IT service management
- Understanding of ITIL 4 Service Value System and Service Value Chain
- Familiarity with stakeholder management concepts