ITIL® 4 ManagingProfessional
Drive Stakeholder Value (DSV)
Candidate Syllabus
AXELOS.com
AXELOS.com

March2020

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ITIL 4 Managing Professional

Contents
1Introduction

32

Exam Overview

43Question Types

54

ITIL 4 Drive Stakeholder Value Syllabus

6Copyright © AXELOS Limited 2020.
AXELOS®, the AXELOS logo®, the AXELOS swirl logo® and ITIL® are all registered trade marks of AXELOS Limited.
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ITIL 4 Managing Professional

Introduction

The ITIL 4 Drive Stakeholder Value (DSV) qualification is intended to provide the candidate with anunderstanding of all types of engagement and interactions between a service provider and their customers,users, suppliers and partners, including key CX, UX and journey mapping concepts.
The ITIL 4 Drive Stakeholder Value examination is intended to assess whether the candidate can demonstratesufficient understanding and application of ITIL 4 to all types of engagement and interaction between a service
provider and their customers, users, suppliers and partners. The ITIL 4 Drive Stakeholder Value qualification is
one of the pre-requisites for the designation of ITIL 4 Managing Professional which assesses the candidates
practical and technical knowledge about how to run successful, modern, IT-enabled services, teams andworkflows.

Copyright © AXELOS Limited 2020.
AXELOS®, the AXELOS logo®, the AXELOS swirl logo® and ITIL® are all registered trade marks of AXELOS Limited.
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4ITIL 4 Managing Professional

2Exam Overview

MaterialNoneallowed

This is a ‘closed book’ exam. The ITIL 4 Drive Stakeholder Value publicationand the ITIL Practices Guidance documentation should be used for study,
but they are NOT permitted to be used in the exam.

Exam duration

90 minutes

Candidates taking the exam in a language that is not their native or working
language may be awarded 25% extra time, i.e. 113 minutes in total.

Number of40 marks

There are 40 questions, each worth 1 mark. There is no negative marking.

marks
Provisional pass 28 marks

Candidates need to get 28 questions correct (70%) to pass the exam.

markLevel ofBloom’s levels 2‘Bloom’s level’ describes the type of thinking needed to answer thethinking&3question. For Bloom’s 2 questions, candidates need to show understandingof the concepts, methods and principles of DSV. For Bloom’s 3 questions,candidates need to demonstrate application of these concepts, methods
and principles of DSV, as well as information from the related practices.

Question types

Standard,The questions are all ‘multiple choice’.

negative, & list

‘Standard’ questions have a question and four answer options.
‘Negative’ questions are ‘standard’ questions in which the question stem isnegatively worded.
‘List’ questions provide a list of four statements and candidates have toselect two correct statements from the list.

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AXELOS®, the AXELOS logo®, the AXELOS swirl logo® and ITIL® are all registered trade marks of AXELOS Limited.
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ITIL 4 Managing Professional

Question Types

Example ‘standard’ OTQ:
Which is a source of best practice?

Example ‘negative’ standard OTQ:
Which is NOT a defined area of value?

a) Qb) Pa) Qc) Rb) Pd) Sc) RExample ‘list’ OTQ:
Which TWO statements about service asset andconfiguration management are CORRECT?
1. It does Q
2. It does P
3. It does Rd) SNOTE: Negative questions are only used as anexception, where part of the learning outcome is toknow that something is not done or should notoccur.

4. It does Sa) 1 and 2

Please see the sample paper for an example of theexam format and content.

b) 2 and 3c) 3 and 4d) 1 and 4

NOTE: Two of the list items are correct. List stylequestions are never negative.

Copyright © AXELOS Limited 2020.
AXELOS®, the AXELOS logo®, the AXELOS swirl logo® and ITIL® are all registered trade marks of AXELOS Limited.
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6ITIL 4 Managing Professional

4ITIL 4 Drive Stakeholder Value Syllabus

The table below specifies the learning outcomes of the ITIL 4 Drive Stakeholder Value qualification, and theassessment criteria used to assess a candidate’s achievement of these learning outcomes, subsequent to acourse of study.
Note: Principal book references are in parentheses. These refer to the section, but not the subsections within it.
The verb for each assessment criterion indicates the Bloom’s level (BL): ‘Describe’/‘Understand’, indicates
Level 2 understanding/comprehension, and ‘Know how to’ indicates Level 3 application.
Learning

Assessment Criteria

BLOutcomemarks

1. Understand

1.1 Understand the concept of the customer journey (1.2.4, 2, 2.1, 2.2,how customertab 2.1)

journeys aredesigned
2. Know how totarget markets
and stakeholders

No.

BL2

1

BL2

1

2.1 Understand the characteristics of markets (3, 3.3, 3.3.1, 3.3.1.1-2)

BL2

1

2.2 Understand marketing activities and techniques (3.4, 3.4.1-7, 3.5)BL21

2.3 Know how to describe customer needs and internal and external

BL3

1

BL3

1

BL2

1

BL2

1BL3

1

1.2 Understand the ways of designing and improving customer journeys(2.3, 2.3.1-4, 2.4, 2.4.1-3, 2.5, 2.6)

factors that affect these (3.1, 3.1.1-5 (including subsections), 3.3.1.2,3.3.2)
2.4 Know how to identify service providers and explain their value
propositions (3.2, 3.2.1)
3. Know how to

3.1 Understand the concepts of mutual readiness and maturity (4.3,foster stakeholder

4.3.5, tab 4.7, tab 4.14)

relationships

3.2 Understand the different supplier and partner relationship types, andhow these are managed (4.2, 4.2.1-3, 4.4, tab 4.3, tab 4.4)
3.3 Know how to develop customer relationships (4.3, 4.3.1-4 (includingsubsections), tab 4.7, tab 4.9, tab 4.19)
3.4 Know how to analyse customer needs (4.1, 4.1.1-2, 4.3.4, 4.3.4.1-3)

BL3

3.5 Know how to use communication and collaboration activities andBL3techniques (4, 4.1, 4.1.1-2, tab 4.2)
3.6 Know how the relationship management practice can be applied toBL31BL3

1

enable and contribute to fostering relationships (the relationshipmanagement practice 2.1, 2.4 (including subsections))
3.7 Know how the supplier management practice can be applied toenable and contribute to supplier and partner relationships
management (the supplier management practice 2.1, 2.4 (includingsubsections))
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AXELOS®, the AXELOS logo®, the AXELOS swirl logo® and ITIL® are all registered trade marks of AXELOS Limited.
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COMMERCIAL IN CONFIDENCE
Learning

ITIL 4 Managing Professional

Assessment Criteria

BLOutcome
4. Know how toshape demandand define serviceofferings

5. Know how toalign expectations
and agree detailsof services

6. Know how to
onboard andoffboard
customers andusers

No.
marks

4.1 Understand methods for designing digital service experiences basedon value-driven, data-driven and user-centred service design (5.3,5.3.1-6)

BL2

1

4.2 Understand approaches for selling and obtaining service offerings(5.4, 5.4.1-3)

BL2

1

4.3 Know how to capture, influence and manage demand andopportunities (5.1, 5.1.1-5 (including subsections))

BL32

4.4 Know how to collect, specify and prioritise requirements from adiverse range of stakeholders (5.2, 5.2.1-7)

BL3

2

4.5 Know how the business analysis practice can be applied to enable
and contribute to requirement management and service design (thebusiness analysis practice 2.1, 2.4 (including subsections))

BL31

5.1 Know how to plan for value co-creation (6.1, 6.1.1-3)

BL3

4

5.2 Know how to negotiate and agree service utility, warranty andexperience (6, 6.2.3, 6.2.4, 6.2.4.1-3)

BL3

5.3 Know how the service level management practice can be applied toenable and contribute to service expectation management (theservice level management practice 2.1, 2.4 (including subsections andtab 2.3))

BL3

6.1 Understand key transition, onboarding and offboarding activities(5.3.6, 7, 7.6, 7.6.1-2, tab 7.1)

BL2

6.2 Understand the ways of relating with users and fostering user
relationships (7.2, 7.2.1-2, tab 7.6)BL2

6.3 Understand how users are authorized and entitled to services (7.1.3,7.4, tab 7.3)

BL2

6.4 Understand different approaches to mutual elevation of customer,user and service provider capabilities (7.5)

BL2

6.5 Know how to prepare onboarding and offboarding plans (5.3.4, 7.1,7.1.1-4, 7.6, 7.6.1-2, 7.7, tab 7.2, tab 7.3)

BL3

1

6.6 Know how to develop user engagement and delivery channels (7.3)

BL31

6.7 Know how the service catalogue management practice can beapplied to enable and contribute to offering user services (7.4, tab7.7, the service catalogue management practice 2.1, 2.4 (includingsubsections))

BL3

1

6.8 Know how the service desk practice can be applied to enable andcontribute to user engagement (the service desk practice 2.1, 2.2, 2.4(including subsections and tab 2.4))BL31

7.1 Understand how users can request services (8.2, 8.2.1-2, 8.2.4-5)

BL22

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8ITIL 4 Managing Professional
Learning

Assessment CriteriaBLOutcome
7. Know how to
act together toensure continual
value co-creation(serviceconsumption /provisioning)

No.
marks

7.2 Understand methods for triaging of user requests (8.2, 8.2.2-5)

BL2

7.3 Understand the concept of user communities (8.3, 8.3.1)

BL2

7.4 Understand methods for encouraging and managing customer andBL2user feedback (8.2.6, tab 8.5)
7.5 Know how to foster a service mindset (attitude, behaviour andBL34culture) (8, 8.1, 8.1.1-3)
7.6 Know how to use different approaches to provision of user services

BL3(8.2, 8.2.1)
7.7 Know how to seize and deal with customer and user ‘moments ofBL3

truth’ (8.2.4, 8.2.5)
7.8 Know how the service request management practice can be applied

BL3

to enable and contribute to service usage (8.2.1, the service request
management practice 2.1, 2.4 (including subsections))
8. Know how torealize andvalidate service
value

8.1 Understand methods for measuring service usage and customer andBL22user experience and satisfaction (9.2.2, 9.2.3)
8.2 Understand methods to track and monitor service value (outcome,BL2

risk, cost and resources) (9, 9.2, 9.2.1-3, 9.3)
8.3 Understand different types of reporting of service outcome andBL2performance (9.2.1, 9.3, 9.5.1)
8.4 Understand charging mechanisms (5.4.1, 9.5.4, tab 5.12)BL2

8.5 Know how to validate service value (9.1, tab 9.2, 9.3, 9.4.1)

BL3

8.6 Know how to evaluate and improve the customer journey (9.2.2, 9.4,

BL3

9.4.1-2)
8.7 Know how the portfolio management practice can be applied toenable and contribute to service value realization (9.5.5, the portfolio
management practice 2.1, 2.4 (including subsections))

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AXELOS®, the AXELOS logo®, the AXELOS swirl logo® and ITIL® are all registered trade marks of AXELOS Limited.
Reproduction of this material requires the permission of AXELOS Limited.
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EN_ITIL4_MP_DSV_2019_CandidateSyll_v1.0

BL33