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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
Read more
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
Trusted by professionals at
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How to find us
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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
Get in touch
ITIL Specialist Drive Stakeholder Value course (ITIL DSV)
The ITIL Specialist DSV course focuses on driving stakeholder value, managing customer journeys, and enhancing IT Service Management outcomes through structured processes.
What Is The ITIL Drive Stakeholder Value Certification?
The ITIL Drive Stakeholder Value certification is a professional certification under the IT Infrastructure Library framework, validating expertise in stakeholder engagement and service delivery.
Who Should Take The ITIL Specialist DSV Course?
The ITIL Specialist Drive Stakeholder Value course suits ITIL professionals, IT consultants, and anyone involved in digital transformation, customer experience, or service transition within IT organisations.
ITIL Specialist Drive Stakeholder Value Learning Path And Training Options
ITIL DSV training courses are available through virtual learning, online courses, and corporate training programmes tailored for IT Service Management professionals.
Where Can You Access ITIL DSV Training?
Official ITIL Specialist DSV training is provided by accredited training organisations listed on the PeopleCert website, offering online and virtual classroom sessions.
What Does The ITIL Specialist DSV Course Include?
The ITIL Specialist DSV course includes practical exercises, simulators, and case studies focused on governance, stakeholder engagement, and customer journey mapping.
How Does ITIL Specialist DSV Training Support Career Growth?
ITIL Specialist DSV training enhances career opportunities by equipping learners with leadership, communication, and change management skills applicable in ITSM and digital transformation.
Core Concepts In ITIL Specialist DSV
The ITIL Specialist Drive Stakeholder Value module focuses on customer experience, stakeholder relationships, and communication strategies vital to successful IT service delivery.
Understanding The Customer Journey
Customer journeys help identify value creation points across IT services, improving service transition and delivery efficiency.
Stakeholder Engagement And Value Co-Creation
ITIL emphasises collaboration between service providers and customers through shared value systems and organisational alignment.
How Is Governance Applied In ITIL DSV?
In ITIL DSV governance ensures accountability and consistency across IT services, connecting strategy with operational performance.
Key Processes In IT Service Management
Core ITSM processes include incident management, problem resolution, and continual improvement within structured ITIL frameworks.
ITIL Specialist DSV Certification Details And Exams
The ITIL Specialist DSV exam, managed by PeopleCert, measures understanding of IT Infrastructure Library principles, governance, and stakeholder engagement.
How To Register For The ITIL Specialist DSV Exam?
ITIL Specialist DSV Exam candidates can register through the PeopleCert website, receive an exam voucher, and take a proctored exam online.
What Is The Passing Mark for the ITIL Specialist DSV Exam?
The ITIL Specialist DSV Exam pass mark varies by PeopleCert guidelines, typically requiring a strong grasp of ITIL service value principles and customer experience management.
How To Prepare For The ITIL Specialist DSV Exam Exam?
ITIL Specialist DSV Exam prep involves studying service transition, mock exams, and reviewing ITIL DSV outlines provided by accredited training organisations.
Applying ITIL Drive Stakeholder Value In Practice
Implementing ITIL Drive Stakeholder Value principles helps organisations improve communication, governance, and customer experience across IT services.
How Does ITIL DSV Improve Service Delivery?
ITIL DSV strengthens collaboration between IT support and customers by defining clear service journeys and measurable outcomes.
Integrating ITIL Drive Stakeholder Value With Cloud Computing
Cloud computing enables scalable service delivery and aligns with ITIL DSV’s approach to flexibility, innovation, and continual improvement.
Using Kanban And Agile In ITIL
Agile project management and Kanban complement ITIL DSV by supporting adaptive workflows and visualising service progress.
How Can Organisations Adopt ITIL DSV?
Organisations can adopt ITIL DSV through phased implementation, focusing on stakeholder engagement and improved IT support desk performance.
Professional Growth Through ITIL Specialist DSV
Becoming an ITIL specialist enhances one’s ability to manage IT services, improve governance, and align service outcomes with business goals.
Why Choose The ITIL Specialist DSV Path?
The DSV path equips professionals with the tools to manage customer journeys, ensuring value-driven outcomes across IT services.
What Roles Benefit Most From ITIL Certification?
Roles such as ITIL consultant, service manager, or governance lead gain measurable benefits from understanding ITIL DSV principles.
How Does ITIL DSV Support Digital Transformation?
DSV supports digital transformation by integrating ITIL practices with cloud computing and customer-focused delivery approaches.
What Are The Advantages Of ITIL Professional Certification?
Professional certification validates skills in IT Service Management, governance, and continual improvement, fostering trust and credibility.
Continuous Improvement And Stakeholder Value
ITIL DSV promotes ongoing improvement and measurable outcomes across IT services through structured stakeholder engagement.
How Does ITIL DSV Encourage Improvement?
By embedding service transition and continual feedback loops, ITIL DSV ensures adaptability and sustained service excellence.
Customer Focus In ITIL Management
Customer focus underpins ITIL management practices, ensuring that every service aligns with organisational goals and user needs.
Building Long-Term Stakeholder Relationships
Strong stakeholder relationships are built through transparency, collaboration, and consistent communication across service channels.
How Does ITIL DSV Align With Business Strategy?
ITIL DSV aligns IT initiatives with business strategy, ensuring governance and customer value are prioritised together.