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Home » Training » ITIL® 4 Specialist: Drive Stakeholder Value (DSV)

Training ITIL4_DSV_EN

ITIL® 4 Specialist: Drive Stakeholder Value (DSV)


  • Course description
  • Training program
  • Additional information
  • Exam

Course description

ITIL® 4 Specialist: Drive Stakeholder Value (DSV) training with EXAM

According to the decision of PeopleCert and AXELOS, from November 1, 2019, accredited trainings are sold only with an exam.

Course description:

Ensuring IT and digital services delight. This 3-day ITIL 4 Specialist: Drive Stakeholder Value (DSV) 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 module 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.

Take this module to learn about these key concepts of DSV:

  • 3 fundamental service relationship types
  • 5 principles of service design thinking
  • 5 Lean principles
  • 7 steps of a customer journey
  • 8 dimensions of culture.

Gain the skills and knowledge to:

  • Effectively manage all stakeholders
  • Build trusted relationships
  • Shape customer demand
  • Optimize customer experience
  • Embed effective design thinking.


  • Understand how customer journeys are designed:
  • Understand how to target markets and stakeholders
  • Understand how to foster stakeholder relationships
  • Understand how to align expectations and agree upon details of service
  • Understand how to onboard and off-board customers and users
  • Understand how to act together to ensure continual value co-creation (service consumption/provisioning)
  • Understand how to realize and validate service value.

Target audience:

  • ITSM practitioners who are responsible for managing and integrating stakeholders, focus on the customer journey and experience, and/or are responsible for fostering relationships with partners and suppliers
  • Individuals continuing their journey in service management
  • ITSM managers and aspiring ITSM managers
  • Existing ITIL qualification holders wishing to develop their knowledge.


  • ITIL 4 Foundation certification

Training program

Course content:

Drive Stakeholder Value (DSV) course focuses on the following ITIL 4 practices:

  • Relationship management
  • Portfolio management
  • Service request management
  • Supplier management
  • Business analysis
  • Service level management
  • Service catalog management
  • Service Desk.


Additional information

Student pack includes:

  • ITIL 4 Drive Stakeholder Value coursebook with a set of slides
  • Booklet with ITIL 4 practices discussed during the course
  • ITIL glossary
  • Exam specification
  • Exam sample questions with answers and rationales
  • ITIL 4 Reference Card.

Passing any ITIL 4 exam gives a free access to the myITIL portal and documentation of all 34 ITSM practices for one year.

Organisation of training: 

  • Public classroom, Closed group clasroom, or Instructor-led Live Online Classes
  • Training language: PL or EN
  • Material language: EN
  • Group size: 8 to 14 participants
  • Prerequisites: ITIL 4 Foundation certificate
  • Accreditation: Accreditation granted to Asseco Data Systems by PeopleCert on behalf of AXELOS
  • Exam is included in price.

Additional information regarding participation in the Virtual Class:

  • Each participant should register for the training session between 08:30-08:50
  • The training is conducted between 09:00 am and 3:30 pm
  • During the training day there will be several breaks, including one 1-hour lunch break and 10-minutes coffee breaks after each hour of training.
  • Study guide and other training materials are distributed in a digital version.
  • Exams are carried out in the form of vouchers.

ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The ITIL Accredited Training Organization logo® is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.


Exam information:

  • Exam type: on-line, multiple choice (1 correct answer out of 4)
  • Exam Duration: 90 minutes (113 minutes for non-native speakers)
  • Number of questions: 40
  • Pass mark: 70% (28/40)
  • Exam language: English
  • Closed book.

Training schedule


… If you value the opportunity to learn with a trainer and other students, from anywhere without traveling.

Training: ITIL4_DSV_EN

ITIL® 4 Specialist: Drive Stakeholder Value (DSV)

Additional info

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