ITIL 4 : Drive Stakeholder Value

The ITIL 4 Drive Stakeholder Value (DSV) reference and revision guide is one of five ITIL 4 revision aids published by TSO, following on from ITIL 4 Foundation revision guide. It provides practitioners with the tools to engage with stakeholders more effectively and covers SLA design, multi-supplier management, communication, relationship management and CX and UX design and customer mapping. Key topics include customer journeys, customer needs and impacting factors, understanding markets and stakeholders, engaging and fostering relationships, specifying and managing customer requirements, aligning expectations and agreeing service, onboarding and more. This pocket guide is an aid for revision and preparation for taking the ITIL 4 Managing Professional: DSV certification, and post-certification it is a quick useful reference. It summarizes key topics for exam preparation, includes key figures from the core guidance, provides an examination overview, tips for taking the exam and a summary table linking learning outcomes to references in the text and to core guidance.