The ITIL® 4 Specialist: Drive Stakeholder Value (DSV) course is intended for professionals who have completed the ITIL® 4 Foundation and are ready to expand their capabilities in engaging stakeholders and managing meaningful service relationships. This module offers a deep dive into the customer journey and the key interactions that drive stakeholder satisfaction, loyalty, and value co-creation across the entire service lifecycle.
DSV goes beyond theoretical concepts to focus on real-world engagement challenges faced by modern service providers. It explores how organizations can actively shape demand, foster collaborative relationships, manage expectations, and guide stakeholders through the full cycle, from initial value proposition to value realization. Participants will gain practical tools and insights to improve communication, build trust, and enhance the overall service experience.
A central focus of the course is the stakeholder experience as structured through the customer journey. Participants will explore how each step starting from exploration via onboarding to service consumption and value realization, can be designed and optimized to deliver greater value. The course also provides guidance on defining service offerings, negotiating mutual expectations, managing demand, and creating a culture of continual engagement.
Through a blend of guided instruction, interactive activities, and case discussions, learners will develop both the mindset and methods required to manage effective stakeholder engagement in dynamic and often complex digital environments. The course emphasizes the importance of shared goals, clear communication, and mutual accountability in co-creating services that align with business outcomes.
Join us on this transformative journey to deepen your IT service management expertise and become a certified ITIL® 4 DSV Specialist.
Purpose of the Training
The ITIL® 4 Specialist: Drive Stakeholder Value (DSV) course is designed to build a practical understanding of how to guide stakeholders through the journey of engaging with service providers and co-creating value. This module focuses on the skills and knowledge required to manage effective relationships, shape demand, and ensure that expectations are aligned and met throughout the service lifecycle. Participants will:
- Explore the customer journey in depth, understanding how different stakeholders experience and contribute to value at each step, from initial engagement to value realization.
- Learn how to design service offerings based on a clear understanding of stakeholder needs and value propositions.
- Develop practical skills in relationship management, communication, and service co-creation techniques to support trust-based, collaborative partnerships.
- Understand how to shape and manage demand, influence stakeholder behaviors, and foster shared accountability.
- Gain insight into key ITIL® practices that support stakeholder engagement, including service request management, service level management, and portfolio management.
- Build capabilities to support meaningful stakeholder interactions using modern approaches such as Agile, Lean, and Human-Centered Design.
- Apply a structured, value-oriented approach to engagement, ensuring that stakeholder experience is not just measured — but continuously improved.
- Be prepared to take the ITIL® 4 Specialist: Deliver Stakeholder Value certification exam.
Target Group
- ITIL® 4 Foundation certificate holders progressing toward Managing Professional,
- Service relationship managers, business relationship managers, and customer experience professionals,
- IT professionals involved in defining service offerings, managing service interactions, or designing customer journeys,
- ITSM practitioners who support value stream design, communication, and stakeholder engagement,
- Consultants working with organizations to align IT services with stakeholder needs,
- Product owners, service owners, and other roles focused on improving collaboration, satisfaction, and service value.
Benefits
- A deeper understanding of how value is co-created through effective stakeholder engagement across the entire customer journey,
- Insight into how to assess value propositions, shape demand, and design service offerings that align with stakeholder expectations,
- Practical knowledge of how to establish, manage, and improve relationships with customers, users, suppliers, and partners,
- Awareness of key communication, collaboration, and interaction techniques that build trust and drive satisfaction,
- Understanding how to align stakeholder needs with business outcomes through better expectation management and shared accountability,
- Tools to support experience-based service delivery, strengthen loyalty, and demonstrate realized value in measurable ways.
Exam and Certification
- prerequisites: ITIL® 4 Foundation certification and attendance at an accredited ITIL® 4 Specialist: Drive Stakeholder Value training course,
- mandatory exam,
- multiple-choice, single-response questions test,
- number of questions: 40,
- pass threshold: 70% (28 out of 40 possible points),
- anguage of the exam: English, Polish, among others – selected on the Accreditor’s website during exam registration,
- current list of available exam languages can be found on the Accreditor’s website
- duration: 90 minutes (113 minutes for non-native speakers),
- mode: online (after online training) or in-person (after in-person training),
- date: post training, selected by participants at the Accreditor’s availability,
- closed book – no use of materials,
- validity of the certificate: 3 years,
- the participant who scores the necessary number of points in the exam is awarded the international certificate in electronic form.
Note! According to the Accreditor’s guidelines, the training must be purchased together with the exam package, which includes the online exam, access to the e-book, and Official Training Materials (OTM).
E-book
- E-book language: selected by the candidate on the Accreditor’s website during exam registration (language cannot be changed afterward),
- Available e-book languages: available in many languages including English and Polish
- Access: valid for 5 years exclusively on the Accreditor’s platform
OTM – Official Training Materials
- Official training materials developed by PeopleCert, available upon e-book activation
- OTM language: English
In addition, you can purchase exam retake Take2 Re-sit Exam Option. In case of a negative result, this option allows you to retake the exam in an online format within 6 months of the original date, without paying the full cost of the exam.
The Take2 Re-sit Exam Option can only be purchased when placing an order for the first exam date.
Training Programme
MODULE 1 – Customer journey
- Mapping the customer journey
- Designing the customer journey
- Measuring and improving the customer journey
- Knowledge check
MODULE 2 – Customer journey – STEP 1: Explore
- Understanding service consumers
- Understanding service providers
- Understanding and targeting markets
- Knowledge check
MODULE 3 – Customer journey – STEP 2: Engage
- Service relationship types
- Building service relationships
- Building and sustaining trust and relationships
- Analysing customer needs
- Managing suppliers and partners
- Knowledge check
MODULE 4 – Customer journey – STEP 3: Offer
- Managing demand and opportunities
- Specifying and managing customer requirements
- Designing service offerings and user experience
- Selling and obtaining service offerings
- Knowledge check
MODULE 5 – Customer journey – STEP 4: Agree
- Agreeing and planning value co-creation
- Negotiating and agreeing a service
- Knowledge check
MODULE 6 – Customer journey – STEP 5: Onboard
- Planning onboarding
- Fostering relationships with users
- Providing user engagement and delivery channels
- Enabling users for service
- Elevating mutual capabilities
- Offboarding
- Knowledge check
MODULE 7 – Customer journey – STEP 6: Co-create
- Service mindset
- Ongoing service interactions
- Nurturing user communities
- Knowledge check
MODULE 8 – Customer journey – STEP 7: Realize
- Tracking value realization
- Assessing and reporting value realization
- Evaluating value realization and improving customer journeys
- Realizing value for the service provider
- Knowledge check
