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ITIL® 4 Specialist: Drive Stakeholder Value

ITIL® 4 Specialist: Drive Stakeholder Value provides guidance on establishing, maintaining, and developing effective service relationships. It leads organizations on a service journey in their service provider and consumer roles, supporting effective interaction and communication. The ITIL 4 Drive Stakeholder Value qualification is one of the pre-requisites for the designation of ITIL 4 Managing Professional which assesses the candidates practical and technical knowledge about how to run successful, modern, IT-enabled services, teams, and workflows.

28 Aug 2022

5 Days

20 Hours


This course includes:

  • Online Training
  • 100+ Practice Questions
  • Certified Trainer
  • Convenient Delivery Option
  • 24/7 Learner Support
  • Content Designed by Industry Experts

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What to Expect From This Course

Who Needs this Course

Delivery Method

Exam Details

What to Expect From This Course

The ITIL 4 Drive Stakeholder Value (DSV) aims to guide stakeholders through the principles and practices of co-creating value through services.

The ITIL 4 Drive Stakeholder Value examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of ITIL 4 to all types of engagement and interaction between a service provider and their customers, users, suppliers and partners

ITIL 4 Specialist: Drive Stakeholder Value will provide you with the skills and knowledge to:

  • Effectively manage stakeholders and target them with the right service offerings and value propositions
  • Ensure that value co-creation is the goal for all value streams
  • Establish consumers and producers as multi-dependent, ensuring that value is always mutually agreed, and requirements are prioritized
  • Keep customers front-of-mind and adopt a service mindset
  • Integrate Human Centred Design, Customer Experience (CX), User Experience (UX) design, and customer journey mapping to deliver services that delight
  • Build trusted relationships with stakeholders and develop effective and timely communications

Who Needs this Course

  • This specialist module is for IT professionals who are responsible for managing and interfacing with stakeholders, and fostering relationships to gain value realization.
  • DSV is beneficial to those who design or manage customer journeys and experiences, and manage customer demands and expectations.

Delivery Method

Online Training

  • 5 Days
  • Exam Simulation
  • Group Activity (Break-out Session) after each lesson
  • Practice Test
  • Access to additional References – Glossary/ Recommended Reading/ Syllabus
  • The material language will be English

Exam Details

Exam Prerequisite

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

Exam Format

  • Single/ Multiple Choice Questions
  • Exam duration: 90 minutes
  • No. of questions: 40 questions
  • Pass Score: 70% (get 28 questions correct)
  • Closed book

Course Outline

  • Introduction
  • Service Relationship
  • Customer Journey
  • Concept of the customer journey
  • Designing and improving customer journeys
  • Targeting Markets
  • Understanding markets
  • Understanding service providers and their offers
  • Understanding service consumers and their needs
  • Managing Suppliers and partners
  • Building service relationship
  • Understanding service relationships types
  • Communicating and collaboration
  • Selling and obtaining service offerings
  • Designing service offerings and user experiences
  • Specifying and managing customer requirements
  • Managing demand and opportunities
  • Negotiating and agreeing service
  • Agreeing and planning value co-creation
  • Offboarding customers and users
  • Elevating mutual capabilities
  • Enbaling users for service
  • Providing user engagement and delivery channels
  • Relating with users and fostering relationships
  • Planning onboarding
  • Nurturing user communities
  • Ongoing service interactions
  • Fostering a service mindset
  • Realizing value for the service provider
  • Evaluating value realization and improving customer journey
  • Assessing and reporting value realization
  • Tracking value realization
  • Realizing value in different settings
  • Relationship Management Practice
  • Supplier Management Practice
  • Business Analysis Practice
  • Service Level Management Practice
  • Service Catalog Management Practice
  • Service Desk Practice
  • Service Request Management Practice
  • Portfolio Management Practice

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