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Overview
ITIL 4 Specialist: Drive Stakeholder Value builds your skills in managing every interaction between service providers and customers, users, suppliers, and partners. You’ll learn how to design customer journeys, strengthen relationships, and ensure services deliver real value throughout the lifecycle.
What you will gain
- Understand customer journeys end-to-end
- Apply ITIL 4 concepts to stakeholder engagement
- Design and improve value-driven service experiences
- Use techniques for marketing, demand shaping, and requirements capture
- Align expectations and agree service outcomes, utility, and warranty
Who this course is for
- Service managers and team leaders working in IT or digital services
- ITIL 4 Foundation qualified practitioners looking to progress
- Customer success, CX/UX, or service desk managers
- Consultants responsible for stakeholder engagement or service improvement
- Suppliers and partners who interact closely with IT service providers
Benefits
Strengthen customer relationships
Learn practical tools to build trust, loyalty, and long-term partnerships.
Design better customer journeys
Map and improve every touchpoint to enhance user and customer experience.
Shape demand effectively
Use marketing and demand-shaping techniques to focus resources where they create most value.
Align expectations and outcomes
Negotiate service levels, utility, and warranty so everyone understands what “good” looks like.
Support continual value co-creation
Turn feedback, metrics, and interactions into ongoing service improvements.
Progress towards ITIL Managing Professional
DSV is a key module on the ITIL 4 Managing Professional pathway, boosting your career prospects.
Delivery
This ITIL 4 Specialist: Drive Stakeholder Value course is delivered live online by an accredited trainer. You’ll join a virtual classroom, interact with peers, and work through practical exercises designed around real stakeholder scenarios.
Delivery
Duration
Trainer interaction
Start date
Exam
Materials
Access
Learning experience
Course
This course goes beyond theory to show you how to apply ITIL 4 in real stakeholder interactions. You’ll explore customer journeys, stakeholder mapping, marketing, relationship management, and value co-creation, then practise using these concepts in realistic scenarios.
Design customer journeys
Understand and improve customer journeys across all touchpoints with your services.
Target markets and stakeholders
Identify markets, segments, and stakeholders and describe their needs, drivers, and expectations.
Foster stakeholder relationships
Apply relationship and supplier management practices to build mutual readiness and maturity.
Shape demand and service offerings
Capture and influence demand, prioritise requirements, and define compelling service offerings.
Align expectations and agree services
Plan for value co-creation and negotiate service levels, experience, utility, and warranty.
Co-create and validate service value
Measure usage, experience, and outcomes to confirm value is realised and journeys keep improving.
Curriculum
The ITIL 4 Specialist: Drive Stakeholder Value curriculum follows the official syllabus and covers the full lifecycle of stakeholder engagement – from initial marketing and demand through onboarding, service usage, feedback, and value realisation.
- Customer journeys and experiences
- Targeting markets and stakeholders
- Fostering stakeholder relationships
- Shaping demand and defining service offerings
- Aligning expectations and agreeing service details
- Onboarding and offboarding customers and users
- Service usage and continual value co-creation
- Realising and validating service value
Full curriculum details
Customer journeys and experiences
- Concept of the customer journey and journey stages
- Designing and improving customer journeys using CX and UX techniques
- Using journey mapping to identify pain points and improvement opportunities
Targeting markets and stakeholders
- Characteristics of markets, market segments, and personas
- Marketing activities and techniques for IT-enabled services
- Describing customer needs and internal/external factors that shape them
- Identifying service providers and explaining their value propositions
Fostering stakeholder relationships
- Mutual readiness, maturity, and relationship health
- Supplier and partner relationship types and governance models
- Developing customer relationships and analysing customer needs
- Communication and collaboration techniques for stakeholder engagement
- Applying relationship management and supplier management practices
Shaping demand and defining service offerings
- Designing digital service experiences that are value-, data-, and user-centred
- Approaches for selling and obtaining service offerings
- Capturing, influencing, and managing demand and opportunities
- Collecting, specifying, and prioritising requirements from diverse stakeholders
- Using business analysis practice to support requirements and service design
Aligning expectations and agreeing service details
- Planning for value co-creation with customers and users
- Negotiating and agreeing service utility, warranty, and experience
- Applying service level management to manage expectations and performance
Onboarding and offboarding customers and users
- Key transition, onboarding, and offboarding activities
- Relating with users and fostering user relationships
- Authorising and entitling users to services
- Mutual elevation of customer, user, and provider capabilities
- Preparing onboarding and offboarding plans and developing engagement channels
- Applying service catalogue management and service desk practices
Service usage and continual value co-creation
- Ways users request and receive services and triage of requests
- User communities and feedback mechanisms
- Fostering a service mindset in attitudes, behaviour, and culture
- Approaches to provisioning user services and handling ‘moments of truth’
- Applying service request management practice to support service usage
Realising and validating service value
- Measuring service usage, experience, and satisfaction
- Tracking and monitoring service value: outcomes, risks, costs, and resources
- Reporting service performance and outcomes
- Charging mechanisms and financial considerations
- Validating service value and improving the customer journey
- Using portfolio management practice to support value realisation
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Exam & certification
What to expect from the ITIL 4 Specialist DSV exam and how we help you pass.
- Format: Multiple choice (objective test)
- Questions: 40
- Pass mark: 70% (28/40)
- Duration: 90 minutes
- Materials: Closed book
- Prerequisites: ITIL Foundation
- Results: Same day
- Exam access: Online
Your path to success
Learn
Build advanced ITIL 4 knowledge of stakeholder value and journeys.
Practice
Reinforce learning with case studies, discussions, and sample exam questions.
Pass
Achieve exam success with our high pass rate and focused, exam-ready preparation.
99% pass rate
Our students consistently achieve top results - well above the national average.
Reviews & success stories
Knowledge Train by numbers
25,000+
learners trained across the UK and beyond
20+
years delivering accredited project management training
4.9/5
average rating based on thousands of verified reviews
95%
of customers recommend our courses
15+
years of e-learning design expertise
30+
accredited trainers with 450+ years of combined experience
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How to find us
Knowledge Train
20 Old Bailey, London, EC4M 7AN,
England, United Kingdom.
Call +44 (0)207 148 5985
Opening hours
Monday to Friday – 09:00 to 17:15