ITIL4 Specialist - Drive Stakeholder Value Course

This course looks at the engagement and interaction between a service provider and their customers, users, suppliers and partners, focussing on how organizations can convert demand into value with the use of IT enabled services.

You’ll learn about SLA design, multi-supplier management, communication, relationship management, customer experience and user experience design, and customer journey mapping amongst other topics.
You’ll also learn how to increase the satisfaction of your stakeholders which is integral to business success in the current competitive landscape.

ITIL Specialist Drive Stakeholder Value is aimed at practitioners responsible for managing and integrating stakeholders, those that focus on customer journey and experience, and those that are responsible for fostering relationships with partners and suppliers.

Course Overview

  • Get certified at your own pace
  • 90 or 150 days online access
  • Online exam included
  • Fully accredited
  • Study guides, quizzes, sample exam and more….
  • Tutor support
  • 24/7 helpdesk
  • Training+Virtual Mentor session included

Course Contents


Include lessons


Video tutorials, study guides and quizzes

The ITIL Specialist Module, DSV will help you to:

  • Understand how customer journeys are designed
  • Know how to target markets and stakeholders and how to foster stakeholder relationships
  • Know how to shape demand and define service offerings
  • Know how to align expectations and agree details of services
  • Know how to onboard and offboard customers and users
  • Know how to act together to ensure continual value co-creation (service consumption / provisioning)
  • Know how to realise and validate service value

Lessons in this course:


Successful completion of this course and exam provides a standalone qualification or can be counted towards ITIL 4 Managing Professional designation.

Course Samples

Course Pre-requisites

  • Candidates must hold the ITIL 4 Foundation and be able to demonstrate that they have undertaken accredited training before taking the DSV exam.

Exam Details

Exam duration:

90 minutes

Exam format:

closed book, multiple choice

Exam delivery:

online, webcam proctored. Read more here

Exam pass mark:

70% (40 questions)

Exam language:

extra time is available for non-native English speakers.

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Who's it for

Business Relationship Manager; Enterprise Architect; Project Manager; Supplier Relationship Manager; UX/CX Designer; Service Level Manager; Customer Success Manager; Scrum Master; IT Solutions Manager; Contract Manager; Enterprise Architect; Vendor Manager; Demand Manager

More Information about Drive Stakeholder Value

ITIL 4 Practices

ITIL 4 provides a holistic way of working, considering elements such as culture, technology, information and data management, and more. These are the practices that form a fundamental part of the updated framework.

The ITIL Practices are a set of organizational resources designed for performing work or accomplishing an objective. The ITIL Service Value System includes 34 practices all of which are subject to the four dimensions of service management. The ITIL 4 framework will reinforce a flexible and non-siloed approach.

The content produced for the Practices will serve as a toolbox to IT practitioners and are interrelated to the four core publications that comprise ITIL 4 Managing Professional stream.

The practices covered in Drive Stakeholder Value are business analysis, portfolio management, relationship management, service catalogue management, service desk, service level management, service request management and supplier management

Why should I study the ITIL 4 DSV online course?

Taking the ITSM Zone DSV course will help you to shape customer demand, effectively managing stakeholders and targeting them with the right service offerings and value propositions.

You’ll learn how to develop mutually agreed requirements, with value and the requirements prioritised.

DSV will help you to adopt a service mindset and use methods such as Human Centred Design to build effective value propositions and services ensuring customer satisfaction.
You’ll also learn how to optimize the customer experience, create a trusted relationship with your stakeholders and Increase your knowledge and skillset.

Trusted, Awarded & Accredited

​Fully accredited to ensure we provide the highest possible standards in learning