ITIL® 4 Specialist: Drive Stakeholder Value (DSV)

ITIL® Certification Training

The ITIL® 4 Specialist: Drive Stakeholder Value (DSV) is an advance-level course that focuses on facilitating stakeholder management and optimizing customer experience while managing risks as well as costs. This course enhances your skills to drive co-creation of value throughout the ITIL® 4 customer journey. Our ITIL® 4 Specialist: Drive Stakeholder Value training program uses a blended learning approach while preparing you with a thorough understanding to excel the ITIL® 4 Specialist Drive Stakeholder Value exam in the very first attempt.


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AXELOS accredited training organization

24 PDUs & hands-on labs

Intensive practice tests and exam guidance

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ITIL® 4 Specialist: Drive Stakeholder Value (DSV) Course Description

In today’s service era, stakeholder satisfaction and customer experience are at the forefront. The ITIL ® 4 Specialist: Drive Stakeholder Value (DSV) certification enriches an advantageous culture of collaboration and transparency within professionals and cultivates skills to develop strategies for managing customer relationships, shaping customer demands, and optimizing customer experiences.
In this training program, you will get to learn how to develop and maintain effective relationships with stakeholders. You will also learn about the tools to facilitate value co-creation and customer outcomes while efficiently managing costs and risks.
The ITIL® 4 Specialist DSV certification validates your expertise as an ITSM professional. The designation is offered by AXELOS to practitioners who demonstrate their understanding by passing the exam
ITIL®, ITIL® Specialist Drive Stakeholder Value, and AXELOS are registered trademarks of AXELOS Limited, used under the permission of AXELOS Limited. The Swirl logo™ is a trademark of AXELOS Limited, used under the permission of AXELOS Limited. PeopleCert® is the registered trademark of PeopleCert International Ltd., the sole Examination Institute (EI) for the delivery of AXELOS Accreditation and Examination services worldwide. Vinsys is a Certified Partner of AXELOS and an Accredited Training Organization (ATO) with PeopleCert®.

Course Curriculum


This course is aimed at:

  • ITSM professionals
  • ITSM practitioners managing stakeholders
  • Professionals focusing on customer journey and experience
  • Professionals managing partner and supplier relationships
  • ITSM managers and prospective ITSM managers
  • ITIL certified professionals looking to accelerate their careers
  • Students and individuals with interest in ITSM

Course Objectives

  • Understand the characteristics of markets & design activities to enhance business outcomes.
  • Describe customer needs as well as internal and external factors that affect them.
  • Learn how to identify service providers and explain their value propositions.
  • Analyze customer needs and demonstrate techniques for effective communication/collaboration.
  • Plan for value creation to negotiate and agree on service utility, warranty, and experience.
  • Apply suitable strategies to mutually elevate customer and service provider capabilities.
  • Know how to prepare onboarding and offboarding plans for customers and users.
  • Understand how users can request services and develop user engagement and delivery channels.
  • Learn the methods for encouraging and managing customer and user feedback.
  • Learn how to foster a service mindset (attitude, behavior, and culture).
  • Demonstrate methods for measuring service usage and customer experience and satisfaction.

Learn the different types of reporting of service outcome and performance.

Eligibility Criteria

Before attending this course, we recommend you to complete:

  • ITIL 4 Foundation certification
  • Training for the ITIL 4 DSV module

About The Examination

The ITIL4 Specialist: Drive Stakeholder Value certification exam is an online, closed-book exam. The format is:

Exam Type: Multiple Choice, closed book exam

Exam Duration: 90 minutes

No. of questions: 40

Passing score: 70%

No negative marking.

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Training Options


Online Live Interactive Training

  • 2 days Instructor led Online Training
  • Experienced Subject Matter Experts
  • Approved and Quality Ensured training Material
  • 24*7 leaner assistance and support


Customized to your team's need

  • Customized Training Across Various Domains
  • Instructor Led Skill Development Program
  • Ensure Maximum ROI for Corporates
  • 24*7 Learner Assistance and Support

Course Outline

  • Introduction to ITIL and ITIL 4
  • Recap of ITIL 4 Foundation
  • Recap of core components of ITIL
  • Introduction to DSV
  • Importance of Engagement
  • DSV: Key Terms and Concepts

     Understanding customer journeys
•    Purpose and value of customer journeys
•    Steps involved in customer journeys
•    Stages involved in customer journeys
•    Touchpoints and interactions
•    Mapping customer journeys: Need and purpose
•    Draw a customer journey map
•    Customer experience
•    Key aspects involved in designing customer journeys
•    Design thinking
•    The role of Behavioural Psychology
•    Design and culture
•    Measuring and improving customer journey

 Explore: overview and common pitfalls
•    Explore: from the service consumer and provider perspective
•    Purpose of the organization and different stakeholders
•    PESTLE and SWOT Analysis
•    Objectives and opportunities for service risks and mitigation
•    Identify, evaluate and select service providers
•    Understanding markets
•    Market segmentation
•    Identifying and analyzing service consumers
•    Targeting markets and value proposition
•    Marketplace and marketspace
•    Personalizing and profiling
•    Targeted marketing
•    Brand and reputation
•    Sustainability and triple bottom-line
•    Importance of existing customers

•    Introduction to ‘Engage’
•    The purpose of Engage
•    Communicating and collaborating
•    Listening
•    Why care about diversity in communication
•    Types of service relationships – Parts 1 and 2
•    Service relationship
•    Service relationship ladder
•    Service relationship ladder: Creating an environment that allows relationship patterns to emerge
•    Service relationship ladder: Building and sustaining trust and relationships
•    Understanding service provider capabilities
•    Understanding customer needs
•    Supplier and partner relationships
•    Applying Practice: Key aspects of Relationship Management 
•    Applying Practice: Practice Success Factors (PSF) in Relationship Management
•    Applying Practice: Practice Success Factors (PSF) in Supplier Management

•    Purpose of ‘Offer’
•    Managing demand and opportunities
•    Shaping and smoothing demand
•    Business case
•    Specifying and managing customer requirements
•    Minimum Viable Product
•    User stories and story mapping
•    Applying the MOSCOW method
•    Weighted Shortest Job First (WSJF)
•    Designing service offerings and user experience
•    Lean thinking
•    Agile software development approach
•    Designing approaches
•    Design for onboarding
•    Selling and obtaining service offerings
•    Applying practice: Business Analysis

•    Introduction to ‘Agree’
•    Purpose of Agree
•    Service value drivers
•    Service interaction method
•    Service quality and service level
•    Characteristics of service
•    Negotiating and agreeing service
•    Forms of agreement – Parts 1 and 2
•    Outcome-based Agreements
•    Consumer needs to Agreement
•    Content and structure of SLA
•    Negotiating and agreeing utility, warranty, and experience
•    Negotiating and agreeing other terms and conditions
•    Standardizing and automating agreements
•    Applying Practice: Service Level Management
•    Applying Practice: Practice Success Factors (PSF) Part 1
•    Applying Practice: Practice Success Factors (PSF) Part 2

•    Purpose of ‘Onboard’
•    Planning Onboarding
•    Fostering relationships with users
•    User engagement and delivery channels
•    Enabling users for services
•    Enabling mutual capabilities
•    Offboarding customers and users
•    Applying practice: Service Catalogue Management
•    Practice Success Factors of Service Catalogue Management - Part1
•    Practice Success Factors of Service Catalogue Management - Part 2
•    Applying Practice: Service Desk
•    Applying Practice: Practice Success Factors (PSFs) - Part 1
•    Applying Practice: Practice Success Factors (PSFs) - Part 2

•    Purpose of ‘Co-create’
•    Fostering a service mindset
•    Service mindset: Provision 
•    Service mindset: Consumption
•    Provision of user services
•    Activities within ongoing Service Interactions
•    Service requests
•    Service desk interactions
•    Exceptions – when things go wrong
•    Moments of truth
•    Intelligent disobedience
•    Customer and user feedback
•    Nurturing user communities
•    Applying Practice: Co-create
•    Applying Practice: Practice Success Factors (PSFs) – Part 1
•    Applying Practice: Practice Success Factors (PSFs) – Part 2

•    Purpose of ‘Realize’
•    Validating service value
•    Tracking value realization
•    Service profit chain model
•    Tracking experience and satisfaction
•    Assessing and reporting value realization
•    Evaluating value realization and improving customer journeys
•    Evaluation, verification and continual improvement
•    Realizing value for the service provider
•    Charging and billing
•    Applying Practice: Portfolio management
•    Applying Practice: Practice Success Factors (PSFs) – Part 1
•    Applying Practice: Practice Success Factors (PSFs) – Part 2

Course Reviews


Vinsys is a place to trust for high-end, professional certification training courses. With more than 20 years of legacy and experiential training approach, Vinsys acknowledges the right pathway to an impactful learning journey. Vinsys has some of the best trainers for ITIL trainings and has been empowering thousands of professionals achieve their ITIL certification goals efficiently with a promising career.

The ITIL Specialist: Drive Stakeholder Value certification helps you:

  • Enhance your market value in the field of driving stakeholder value through the delivery and management of tech-enabled products and services
  • Utilize ITIL® tools and techniques to improve efficiency and effectiveness of your projects
  • Design, develop, and transition a value stream using ITIL® practices
  • Aim for higher ITIL® certifications to elevate your ITSM career

To pursue this course, you will have to complete ITIL® 4 Foundation certification along with accredited training for the ITIL4 Specialist: DSV module.

The ITIL Specialist: Drive Stakeholder Value Certification is offered by AXELOS.

The ITIL 4 Specialist: DSV certification does not expire.

The ITIL 4 Drive Stakeholder Value examination assesses your understanding and application of ITIL 4 to all types of engagement and interaction between a service provider and their customers, users, suppliers and partners.

The exam is conducted through PeopleCert®. (Vinsys is an ATO with PeopleCert®)