ITIL® Specialist - Drive Stakeholder Value

The Drive Stakeholder Value Specialist Certification is relevant to everyone in a supplier facing role. This means those managing one or more suppliers, and working with suppliers in providing a single integrated service management organization.


This course covers all types of engagement and interaction between a service provider and their customers, users, suppliers, and partners. It focuses on the conversion of demand into value via IT-enabled services. The course covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more. It will provide candidates with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape.

ITIL 4 Specialist Drive Stakeholder Value (DSV) in 1,000 words


The ITIL® 4 Specialist: Drive Stakeholder Value course target audience includes but is not limited to:
  • Business Managers
  • Business Process Owners
  • IT Consultants
  • IT Developers
  • IT Management
  • IT Support Staff
  • Service Providers
  • System Integrators

Learning Objectives

The learning objectives of the course are based on the following learning outcomes of the ITIL® 4 Specialist: Drive Stakeholder Value exam specification: 
  • Understand how customer journeys are designed  
  • Know how to target markets and stakeholdersKnow 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 realize and validate service value


ITIL 4 Foundation is as a prerequisite


All course material will be delivered digital and consist of:

  • Course material with slide sett
  • Official ITIL DSV manual
  • PodCast which sums up the highlights per day

How to take the exam:

Regular classroom courses:

Paperbased exam at the end of the last course day

Virtual courses:

You will get an exam voucher that gives you access to an online exam. This can be booked and taken home monitored by a proctor via camera.

The trainer will also guide you through the procedures on how to book and prepare for the exam during the course

For both alternatives:

If you fail on your first attempt you receive a free online retake voucher. This can only be conducted online.


  1. Recap of ITIL 4 concepts, Course Introduction - ITIL 4 Drive Stakeholder Value
  2. Module 1: Customer Journey
  3. Module 2: Customer Journey Step 1: Explore
  4. Module 3: Customer Journey Step 2: Engage
  1. Module 4: Customer Journey Step 3: Offer (Contd.)  
  2. Module 5: Customer Journey Step 4: Agree
  3. Module 6: Customer Journey Step 5: Onboard
  4. Module 7: Customer Journey Step 6: Co-create
  1. Module 8: Customer Journey Step 7: Realize
  2. Exam Preparation and Mock Exam

About the exam:

  • Question Format: multiple choice
  • Pass Grade: 70 %
  • Closed Book exam
  • No. of Questions: 40
  • Duration: 90 minutes
  • Extra Time: Candidates taking exam in a language that is not their native, may be awarded 25% extra time



  • ITIL® Foundation Certificate in IT Service Management OR
    ITIL® 4 Managing Professional Transition Certificate
  • Training through an Accredited Training Organisation

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