ITIL® 4 Specialist: Drive Stakeholder Value (DSV)

About this course


Earn your ITIL 4 Specialist: Drive Stakeholder Value (DSV) certification with the award-winning team at Good e-Learning!

As vital as IT is, it doesn’t exist in a vacuum. Successful IT managers must be able to assess interactions with users, suppliers, partners, and customers in order to learn how services can be fully optimized.

The ITIL DSV module offers a number of tools and techniques for stakeholder value optimization, with a particular focus on customer and user experiences, as well as journey mapping.
Kickstart your ITIL 4 training today!

Who is this course aimed at?
  • Organizations hoping to adopt ITIL 4 DSV’s best practices
  • Practitioners looking to expand their knowledge of how the framework links to IT strategy
  • IT managers in charge of overseeing relationships between IT teams and stakeholders, as well as customers and clients
  • ITIL 4 students looking to complete the Specialist branch of modules
What will you learn by taking this course?
  • Service level agreement (SLA) design
  • Multiple-supplier management, communication management, and relationship management
  • How to design customer and user experiences (CX and UX) and customer journey mapping
  • How to drive stakeholder value, one of the most central aspects of creating, maintaining, and improving IT-enabled products and services
  • Everything needed to pass the official ITIL 4 DSV exam
Why should you take this course?
  • Good e-Learning was independently certified as a ‘Market Leader’ for ITIL training by Course Conductor
  • This DSV course offers knowledge checks as well as a practice exam simulator to help students prepare for the ITIL DSV examination
  • We offer each student a FREE exam voucher (T&Cs apply)
  • The course features support, interactive slides, instructor-led audio, and other online training assets created alongside highly experienced ITIL practitioners
  • This course is fully accredited by PeopleCert on behalf of AXELOS
Course Outline

ITIL 4 Specialist: DSV

This opening module addresses the course rationale and provides an overview of ITIL 4 DSV.

Students will also be introduced to the subject matter experts who will be helping them along.

A lesson plan will be outlined, and students will be provided with exam information, FAQs, refresher exercises for ITIL 4 Foundation, a toolkit, a diagram pack, a skills self-audit form, a workbook, a glossary, and a list of further resources.

Module 1: Global Best Practice

This module shows learners how to identify key principles for ITIL DSV.

Module 2: The Customer Journey

This module goes over how to identify stakeholder aspirations, map customer journeys, identify touchpoints and service interactions, design customer journeys, and measure and improve customer journeys.

Module 3: Explore

This module teaches students how to identify service consumers and providers, along with their needs. Students will also learn how to describe and target markets.

Module 4: Engage

By the end of this module, students will be able to describe how to communicate and collaborate, build service relationships and manage suppliers and partners, as well as define service relationship types.

Module 5: Offer

This module describes how to do a number of tasks, including managing demand and opportunities, specifying and managing customer requirements, designing service offerings and user experiences, and selling and obtaining service offerings.

Module 6: Agree

By the end of this module, students will be able to describe how to agree and plan value co-creation, along with how to negotiate and agree on services.

Module 7: Onboard

This module will show students how to:

  • Describe key transition, onboarding, and offboarding activities
  • Differentiate the ways of relating with users and fostering user relationships
  • Classify how users are authorized and entitled to services
  • Differentiate approaches to mutual elevation of customer, user and service provider capabilities
  • Explain how to prepare onboarding and offboarding plans
    Illustrate how to develop user engagement and delivery channels
  • Explain how the Service Catalogue management practice can be applied to enable and contribute to offering user services
  • Explain how the Service Desk practice can be applied to enable and contribute to user engagement
Module 8: Co-create

This module will show students how to explain how to foster a service mindset and describe both ongoing service interactions and how to nurture user communities.

Module 9: Realise

This module will teach students how to explain both how to realize service value in different settings and track value realization.

They will also learn to describe how to assess and report value realization, as well as explain how to evaluate value realization, improve customer journeys and realize value for service providers.

Module 10: 2x Practice Exam Simulators

These practice exams are designed to simulate the conditions that students will face when taking the official ITIL 4 Specialist: Drive Stakeholder Value examination.

It will be well worth testing your knowledge before booking your exam, as it will give you the chance to highlight and revise any modules which you have been struggling with.

When you feel you are ready to sit the ITIL DSV exam, simply contact Good e-Learning to request your FREE exam voucher.

Module 11: Course Wrap-Up

This module wraps up the rest of the course, providing students with knowledge checks to ensure they have absorbed the subject matter in preparation for the exam.


This course is designed to prepare students to sit and pass the ITIL Specialist: Drive Stakeholder Value examination. In order to sit the exam, students must satisfy one of the following criteria:

This course comes with a FREE exam voucher.

Before booking your exam, it will be a good idea to make sure that your device meets the technical requirements. You can do so via this online test. This test will examine the suitability of your webcam, microphone and internet connection. Please visit the PeopleCert website for more information and guidance.

When you are ready to use your free exam voucher, simply contact Exam voucher requests are typically processed within two working days, but please allow up to five. Students must request their exam voucher within the course access period which starts from the date of purchase. For more information, please visit our Support & FAQs page.

ITIL 4 Specialist: DSV exam:

  • This is a multiple choice ‘Objective Test Question’ (OTQ) exam consisting of 40 questions
  • There is a time limit of 90 minutes to complete the exam
  • The exam is closed book, with only the provided materials being permitted for use
  • The pass mark for the exam is 70%: you must get 28 out of 40 questions correct
  • In countries where English is a second language, the time allocated for the exam is extended to 113 minutes

You will be tested on:

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

What do you get?

  • Fully accredited
  • Exam voucher included
  • Free handbook included
  • Course duration: 16+ hours
  • Access period: 6 months
  • Tutor support
  • Quizzes & practice exams
  • Mobile compatible


What is ITIL Drive Stakeholder Value?

ITIL DSV focuses on engaging with different stakeholders, including partners, suppliers, users, and customers.

It offers best practices for optimizing services and transferring value into demand in a way that enhances stakeholder satisfaction through co-creation.

What are the prerequisites for ITIL DSV?

To sit the ITIL DSV exam, candidates must first pass the Foundation exam.

How can ITIL DSV help my business?

In markets dominated by services, optimizing stakeholder experiences is an essential part of staying competitive.

The ITIL DSV syllabus offers proven best practices for constructively engaging with stakeholders and using their feedback and priorities to enhance services.

This is also a key part of the ITIL framework’s approach to continual improvement.

What is ITSM?

ITSM stands for ‘IT Service Management’. It involves using policies, procedures, and best practices to optimize IT services for clients and employees.

What is ITIL 4?

‘ITIL 4’ is the latest iteration of ITIL, the world’s leading framework for ITSM.

It offers a series of best practices to help IT-powered organizations design, develop, and continually improve their IT services.

What does ITIL stand for?

Previously, ITIL stood for the ‘Information Technology Infrastructure Library’.

The framework has evolved to the point where it is updated so often that it cannot be considered a static ‘library’.

Because of this, the name no longer stands for anything.

What does the ITIL certification path look like?

Students start with ‘ITIL Foundation’. Passing the Foundation exam then enables them to choose modules in the ‘Managing Professional’ or ‘Strategic Leader’ streams.

How much is ITIL certification worth?

According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 (or £18,000 and over £118,000), depending on their experience, role, and certification level.

Even sitting a Foundation course can have significant benefits for ITSM professionals.

How does ITIL work?

ITIL provides users with a set of best practices for creating optimized IT services.

It establishes cultures of continuous improvement, ensuring that users can enjoy long-term benefits with IT services continually aligned with business goals and strategies.

It also offers proven practices for resource optimization and continuous improvement.

How can ITIL benefit businesses?

ITIL 4 is a modern framework that fully equips users to optimize their IT practices.

It creates cultures of continuous improvement, enabling organizations to deliver top-quality IT products and services whilst also continually reviewing their own processes.

The framework is also highly adaptable and can work alongside other popular approaches, such as DevOps.

Finally, the framework is set to continue evolving to accommodate developments in technology and best practices.

This makes ITIL future-proof for practitioner organizations.

What is ITIL v4?

‘ITIL v4’ is ITIL 4. Previous iterations of the framework were treated as ‘versions’, resulting in names like ‘v3’. However, ITIL 4 does not follow the same format, as it will be updated on a regular basis.

What’s new with ITIL 4?

There were three major changes with the release of ITIL 4.

Firstly, it is more industry and community-driven, with practitioners helping to update the framework. Next, it can be easily integrated with other popular frameworks, such as DevOps, Agile, and Lean.

The new framework also has an updated certification path.

What is AXELOS?

AXELOS is a joint venture company behind a variety of highly popular best practice frameworks, including ITIL 4, PRINCE2, MSP, and AgileSHIFT.

What other frameworks can complement ITIL?

ITIL 4 can be integrated with several other frameworks, including Agile, DevOps, and Lean. Some practitioners even use it alongside PRINCE2.

What you will learn

Understanding stakeholder needs:

  • Learn how to identify, analyze, and prioritize the needs and expectations of various stakeholders, including customers, users, and other interested parties.

Customer journey mapping:

  • Gain insights into the customer journey and how it influences the design, delivery, and improvement of IT services. Understand how to map and optimize customer experiences to enhance satisfaction and loyalty.

Engaging stakeholders:

  • Learn effective communication and engagement strategies to build and maintain positive relationships with stakeholders. Understand the importance of collaboration and cooperation in delivering value to customers and achieving organizational objectives.

Value co-creation:

  • Explore the concept of value co-creation and how IT services contribute to value creation for both customers and the organization. Learn how to facilitate collaboration and alignment between service providers and stakeholders to maximize value delivery.

Service level agreements (SLAs) and customer experience (CX):

  • Understand the role of SLAs in defining and measuring service performance and how they impact the overall customer experience. Learn how to design and manage SLAs to meet stakeholder expectations and improve CX.

Service offering and agreements:

  • Explore different service offering models and agreements, including service packages, service level agreements (SLAs), operational level agreements (OLAs), and underpinning contracts (UPCs). Understand how to design, negotiate, and manage service agreements to meet stakeholder needs and achieve business outcomes.

Customer satisfaction surveys and feedback mechanisms:

  • Learn how to collect, analyze, and act on customer feedback to continuously improve service quality and customer satisfaction. Understand the importance of measuring and monitoring customer satisfaction to drive service improvement initiatives.

Relationship management and value streams:

  • Explore the principles of relationship management and how they apply to IT service delivery. Learn how to identify and manage relationships with key stakeholders and how value streams contribute to value creation and delivery.

Supplier management and partnerships:

  • Understand the role of suppliers and partners in delivering IT services and how to effectively manage supplier relationships to ensure the quality and reliability of services. Learn how to assess and mitigate supplier risks and optimize supplier performance.

Service economics and financial management:

  • Gain insights into the financial aspects of IT service management, including cost modeling, pricing strategies, and investment analysis. Understand how to optimize resource allocation, control costs, and demonstrate the value of IT services to stakeholders.

Overall, the ITIL® 4 Specialist:

  • Drive Stakeholder Value (DSV) course provides comprehensive guidance and practical techniques for driving stakeholder value through IT services, enabling organizations to better meet the needs and expectations of their customers and stakeholders.

Benefits of this course

Enhanced stakeholder satisfaction:

  • By understanding and addressing stakeholder needs effectively, organizations can improve stakeholder satisfaction, leading to stronger relationships and increased trust.

Improved customer experiences:

  • By focusing on driving stakeholder value, organizations can enhance the overall customer experience, leading to increased loyalty and advocacy.

Better alignment with business objectives:

  • The course helps organizations align their IT services with business objectives, ensuring that IT investments contribute directly to organizational success.

Increased agility and flexibility:

  • By adopting agile practices and value co-creation principles, organizations can become more responsive to changing customer needs and market demands.

Enhanced service quality and reliability:

  • The course emphasizes the importance of service level agreements (SLAs), customer feedback mechanisms, and supplier management, helping organizations deliver high-quality and reliable IT services.

Optimized resource utilization:

  • By adopting service economics and financial management principles, organizations can optimize resource allocation, control costs, and maximize the return on investment in IT services.

Greater competitiveness:

  • By focusing on driving stakeholder value, organizations can differentiate themselves from competitors and gain a competitive edge in the market.

Improved decision-making:

  • The course equips individuals with the skills and knowledge necessary to make informed decisions regarding service design, delivery, and improvement, leading to better outcomes for the organization.

Enhanced career prospects:

  • Individuals who complete the ITIL® 4 Specialist: Drive Stakeholder Value (DSV) course can enhance their professional credentials and expand their career opportunities in IT service management and related fields.

Organizational growth and sustainability:

  • By driving stakeholder value and focusing on continuous improvement, organizations can achieve sustainable growth and long-term success in today’s competitive business environment.

Overall, the ITIL® 4 Specialist:

  • Drive Stakeholder Value (DSV) course provides valuable insights and practical techniques for organizations looking to maximize the value of their IT services and drive business success.


Benefits Obtained :