ITIL Specialist: Drive Stakeholder Value (DSV) - Accredited

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The ITIL® 4 Specialist: ITIL 4 Drive Stakeholder Value 18-hour training course is focused on helping practitioners increase stakeholder satisfaction via the best service offerings; something that is essential to business success in today’s highly competitive landscape.DSV Review

All service providers, including internal IT departments, are in the business of customer and user experience. How services are delivered is as important as what is delivered. To that end, some of the core concepts of ITIL 4 is that value is co-created and the importance of customers having an attractive and coherent experience

In order to focus on the outcomes and on the customer/user experience, service providers are seeking to master the art of mapping their customer journey. Doing so allows them to maximize stakeholder value through co-creation of value throughout the entire value chainTherefore, this ITIL 4 module is around the customer journey – from both parties engaging, agreeing to work together and interacting to co-create value.

At the end of the ITIL® 4 Specialist: ITIL 4 Drive Stakeholder Value course, attendees will have developed capabilities in:

1. Ensuring high satisfaction levels
ITIL 4 had previously considered satisfaction via service level agreements - focused on outputs - utility and warranty. ITIL 4 introduces the "flip" from outputs to outcome when consuming a service.

2. Using human-centered design when designing services
The module gives practical guidance about, for example, design thinking to achieve better usability and experience by understanding how the customer feels when using a service.

3. Customer experience (CX) and user experience (UX) design to optimize customer experience
These ideas add to the concepts of utility and warranty (achieving quality outcomes) but speak the language of experience based agreements.

4. Communication – influencing stakeholders, encouraging collaboration and transparency
To drive stakeholder value, good communication is a prerequisite of trust: listening and understanding what each party needs and wants. By understanding the dynamics in a service relationship, the practitioner will be better placed to provide services, drive and co-create value.

Read more about the ITIL 4 Managing Professional modules and the ITIL 4 certification scheme here. Download ITIL 4 Training Catalog.


  • Complete pre-class reading assignment 
  • ITIL Foundation 
    • Even if your ITIL 4 Foundation certificate is expired, you can still attend any higher level ITIL 4 course from ITSM Academy. Every successful pass of an ITIL Peoplecert exam, will extend the previous expired certificates to the renewal date of the most recent Axelos Peoplecert exam.
  • Attend accredited training course (mandatory)

Course Objectives: The ITIL® 4 Specialist: ITIL 4 Drive Stakeholder Value course covers all types of engagement and interaction between a service provider and its customers, users, suppliers and partners.

Attendees acquire an understanding of:

  • The conversion of demand into value via IT enabled services
  • Key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design and customer journey mapping
  • Tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape

Course / Student Materials:

  • Access to ITSM Academy's Learner Portal - - extends the classroom experience with online content and tools
    • Digital learner manual (excellent post-class reference)
    • Sample documents and templates
    • Reference Cards
    • Research Paper - WhatIs? ITIL 4 Drive Stakeholder Value (DSV)
    • Learner Personal Action Plan
    • Memory exercises, study aids and sample exams
  • Instructor led education and exercise facilitation
  • GAME ON! An Interactive Learning Experience®
  • Participation in unique in-class assignments 
  • In-class exam preparation
  • Exam voucher, which includes access to the official digital eBook (upon redeeming voucher)

Certification: Learners earn their ITIL 4 Specialist: Drive Stakeholder Value, which meets one of the requirements toward earning your ITIL Master designation – read more.ITIL 4 Scheme

Instructors:  As with all ITSM Academy training, our instructors have successful track records as IT professionals and bring that acumen into the classroom. Utilizing the highest quality content, trainers blend their real-life experiences into lively classroom discussion.  Instructors for this course are ITIL 4 Experts, Managing Professionals, and hold multiple ITIL 4, Agile, DevOps and ITSM industry certifications.  They have successfully completed ITSM Academy's Managing Professional Train-the-Trainer Program.  Alumni complete class prepared to pass the exam, but more importantly, with a wealth of practical knowledge.


Let's Go Green: Materials for this course are provided as downloadable soft copy files that can be viewed on a variety of devices. Attendees may print a hard copy of the files in whatever format best meets their needs, and can use the files under the ITSM Academy Terms of Use as indicated on the material.

Professional Education Hours: Individuals attending this class will earn 18 professional education hours (e.g., CPDs, PDUs, CPEs, CEUs) upon completion of this course. These professional education hours can be submitted to associations such as the Project Management Institute and ISACA, if applicable. Successful candidates can also claim 15 CPDs towards PeopleCert’s Continuing Professional Development (CPD).

Classes Held In:

Learners should only commit to classes they are prepared to attend.  ITSM Academy Open Enrollment Class Terms and Conditions

Take² is an add-on service exclusively offered for selected exams and becomes available only when the initial exam linked to it has a “fail” result. Take² is not transferable, non-refundable, and cannot be redeemed for cash or credit, even if it isn’t eventually used. Candidates must schedule and take the re-sit exam within 6 months from the date of their initial exam. Take² is exam-specific; it cannot be used for any other offering and is valid only for the exam originally purchased. Failing to show up for a Take² exam appointment or not rescheduling the appointment prior to their scheduled appointment forfeits candidates’ ability to use the Take² generated voucher. It can only be purchased up to 15 minutes before sitting an examination. Take² is not available for purchase after a failed exam.
  • 5
    The new journey begins!

    Posted by Unknown on Apr 20th 2022

    The "Driving Stakeholder Value" course really drove home one of the BIG differences and need for for ITIL4. These are concepts and practices we all know should happen and this course brings them to life in a way that will allow providers to do the necessary work that ensures all other practices within their organization. This has been the missing link! Thank you to Donna and ITSM Academy for the information and great instruction. Thank you to Donna and ITSM Academy for the information and great instruction.