ITIL 4 Specialist – Drive Stakeholder Value (DSV) Training

Live Online & Classroom Enterprise Training

The ITIL® 4 Specialist: Drive Stakeholder Value (DSV) module focuses on engaging and managing stakeholders effectively throughout the service value journey. It equips professionals with the skills to foster strong relationships, shape customer demand, and co-create value through effective service interactions.

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What is ITIL 4 Specialist – Drive Stakeholder Value (DSV) Training about?

The ITIL® 4 Specialist: Drive Stakeholder Value (DSV) course is a key module in the ITIL 4 Managing Professional certification stream. It focuses on engaging and interacting with stakeholders to co-create value through IT-enabled services. This course provides guidance on establishing, maintaining, and improving effective relationships with stakeholders, including customers, users, suppliers, and partners. Participants will explore tools and techniques for customer journey mapping, SLA design, communication, user engagement, and continual service improvement.

What are the objectives of ITIL 4 Specialist – Drive Stakeholder Value (DSV) Training ?

Understand how to effectively engage stakeholders to co-create value
Design service journeys and experiences that meet stakeholder expectations
Manage demand and define service offerings
Foster stakeholder relationships through communication and collaboration
Align expectations through SLAs, OLAs, and service level management
Drive user engagement and assure continual value realization
Use ITIL practices and principles to enhance stakeholder satisfaction

Who is ITIL 4 Specialist – Drive Stakeholder Value (DSV) Training for?

IT Service Managers and Consultants
Business Relationship Managers and Customer Success Professionals
Service Delivery Managers and Experience Designers
Project Managers and Change Practitioners in IT services
Professionals pursuing the ITIL® 4 Managing Professional certification path

What are the prerequisites for ITIL 4 Specialist – Drive Stakeholder Value (DSV) Training?

Knowledge Prerequisites:

ITIL® 4 Foundation Certification is mandatory
Understanding of basic IT service management concepts

Learning Path Recommendations:

Recommended After: ITIL® 4 Foundation
Next in Path: Other ITIL Managing Professional Modules – Create, Deliver & Support, High Velocity IT, Direct, Plan & Improve

Certification Mapping:

Contributes to ITIL® 4 Managing Professional designation

Available Training Modes

Live Online Training

Course Outline Expand All

Expand All

Module 1: Customer Journey Mapping

Understanding the customer journey

Designing and improving service interactions

Value co-creation in customer experiences

Module 2: Stakeholder Relationship Management

Identifying and understanding stakeholders

Principles of effective relationship management

Stakeholder communication and feedback channels

Module 3: Shaping Demand and Defining Services

Understanding and influencing customer needs

Designing service offerings that align with demand

Leveraging value propositions

Module 4: Managing SLAs and Expectations

Designing SLA, OLA, and underpinning agreements

Measuring and communicating service performance

Managing service level conflicts and expectations

Module 5: Onboarding and Offboarding

Designing onboarding and offboarding journeys

Building trust and aligning expectations

Ensuring knowledge transfer and value continuity

Module 6: Co-Creation and User Engagement

Principles of collaboration and co-creation

Managing user communities and feedback loops

Empowering users through self-service and transparency

Module 7: Continual Value Realization

Driving service improvement from feedback

Ensuring business alignment and evolving needs

Applying metrics and KPIs for sustained value

Module 8: Tools, Practices, and Exam Preparation

Key ITIL practices supporting stakeholder value

Case study discussion and sample exam questions

Certification readiness and revision session

Who is the instructor for this training?

The trainer for this ITIL 4 Specialist – Drive Stakeholder Value (DSV) Training has extensive experience in this domain, including years of experience training & mentoring professionals.

ITIL 4 Specialist – Drive Stakeholder Value (DSV) Training - Certification & Exam

SpringPeople is an Accredited Training Organization (ATO) and the Accredited Training Provider of AXELOS.
SpringPeople ITIL Service Design Training will prepare candidates for the “ITIL 4 Specialist: Drive Stakeholder Value exam”.
The ITIL 4 Specialist: Drive Stakeholder Value exam can be taken on the last day of the course (in-class), or at any time after the course is completed via ProctorU (online) or at an eligible testing center
The ITIL 4 Specialist: Drive Stakeholder Value certification exam fee is included in the training fee and candidates will get the exam voucher from SpringPeople at the end of the training.
Achieving the ITIL 4 Specialist: Drive Stakeholder Value certification will give candidates three credits towards their ITIL Expert certification
The official result of the exam is issued within 2 business days from the date of the exam submission. If the candidate passes the exam, they will receive an electronic certificate along with the official results. Both the official results and the electronic certificate will be uploaded on their PeopleCert Account.

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