ITIL® 4 Specialist Drive Stakeholder Value (DSV)

IT Technical

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Course Length: 3 Days

Delivered: Virtually


This course 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. The associated certification exam voucher is included with this course. This course may earn a Credly Badge.


Delegates attending this course must have successfully achieved the ITIL 4 Foundation Qualification® your certificate must be presented as documentary evidence to gain admission to this course. Although there is no mandatory requirement, ideally candidates should have at least two years professional experience working in IT Service Management.


The target audience include, but is not limited to:


The purpose of this course is to give the delegate the understanding to optimize the value of the journey for all stakeholders, for example, to convert opportunity and demand into value and to drive stakeholder value. Engagement is important in the optimization of service value because, as ITIL Foundation explained, service value is co-created through the involvement of users, customers, sponsors, service providers, or any other stakeholder.

This course introduces ways and methods to drive stakeholder value and encourage stakeholders contribute to the creation of service value by exploring the following:


How customer journeys are designed

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 off board customers and users

How to act together to ensure continual value co-creation

How to realize and validate service value

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