ITIL® 4 Specialist: Drive Stakeholder Value

Engagement is crucial to optimizing service value. This is because service value is always co-created by users, customers, sponsors, service providers, and any other parties involved in the service. To drive stakeholder value, all stakeholders must contribute to the co-creation of service value. This course will discuss the main steps of a customer journey, providing guidance on how to co-create the most valuable journey.

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Category
IT Service Management

Certificate
ITIL® 4 Drive Stakeholder Value

Duration
3-days

Engagement is crucial to optimizing service value. This is because service value is always co-created by users, customers, sponsors, service providers, and any other parties involved in the service. To drive stakeholder value, all stakeholders must contribute to the co-creation of service value. This course will discuss the main steps of a customer journey, providing guidance on how to co-create the most valuable journey.

The ITIL 4 Drive Stakeholder Value (DSV) qualification is intended to provide an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers and partners, including key CX, UX and journey mapping concepts.

What you will learn
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. 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.

The purpose of the ITIL 4 Drive Stakeholder Value Qualification is to:

  • understand how customer journeys are designed
  • know how to target markets and stakeholders
  • know how to foster stakeholder relationships
  • know how to shape demand and define service offerings
  • know how to align expectations and agree details of services
  • know how to onboard and off board customers and users

Course approach
This course is delivered in a classroom setting using a case study and exercises that are designed to enhance the candidates understanding of ITIL 4. Students who have attended this course, and have done some self-study, are suitably prepared to take the associated ITIL 4 DSV test.

Who should attend?
The target audience for this qualification aimed at:

  • individuals continuing their journey in service management
  • ITSM managers & aspiring ITSM managers
  • ITSM practitioners managing and integrating stakeholders, focus on the customer journey & experience, and those responsible for fostering relationships with partners and suppliers
  • existing ITIL qualification holders wishing to develop their knowledge.

Course Delivery
Classroom or Virtual Classroom

What’s included

  • Official Core Guidance eBook
  • Official courseware from PeopleCert
  • Exam voucher
  • Free refresher course**

Prerequisites
For this course, you are required to have successfully attained your ITIL 4 Foundation certificate. You will need to provide us with a copy of your certificate upon registration in order to be admitted into this course.

About the Examination

  • The exam is closed book with forty (40) multiple-choice questions.
  • The passing score is 70% (28 out of 40 questions).
  • The exam lasts 90 minutes.
  • The exam can be taken online.

Exam Body
PeopleCert

** Terms & conditions applied.
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What our clients say

"The training was effective, and the trainer offered a lot of tips and guidance."
Melania, Head of Internal Customer Operations, from a global financial messaging solution provider company.
"Awesome training! The trainer is highly knowledgeable and accommodating. The provided materials are well-summarized with all the essential information."
Bryan, Technical Support Engineer from a Global leading software company in Philippines.
"I truly enjoyed the training and gained a lot of knowledge! Many thanks for the wonderful experience."
Chester, IT Support Engineer, from a global healthcare company.
"A highly beneficial training with abundant real-life examples and sharing that I can directly apply in my organization."
Ang Hock Soon, IT Manager from B. Braun Medical Industries.

Concepts Covered

Customer Journey
    • Purpose of Mastering the Customer Journey
    • Touchpoints and Service Interactions
    • Mapping the Customer Journey
    • Designing the Customer Journey
    • Measuring and Improving the Customer Journey
    • Purpose of the Explore Step
    • Understanding Service Consumers
    • Understanding Service Providers
    • Understanding and Targeting Markets
    • Purpose of the Engage Step
    • Aspects of Service Value
    • Service Relationship Types
    • Building Service Relationships
    • Building and Sustaining Trust and Relationships
    • Analyzing Customer Needs
    • Managing Suppliers and Partners
    • Purpose of Shaping Demand and Service Offerings
    • Managing Demand and Opportunities
    • Specifying and Managing Customer Requirements
    • Designing Service Offerings and User Experience
    • Selling and Obtaining Service Offerings
Customer Journey - Step 4. Agree
    • Purpose of Aligning Expectations and Agreeing Services
    • Agreeing and Planning Value Co-Creation
    • Negotiating and Agreeing a Service
    • Purpose of Onboarding and Offboarding
    • ITIL Management Practices
    • Planning Onboarding
    • Fostering Relationships with Users
    • Providing User Engagement and Delivery Channels
    • Enabling Users for Service
    • Elevating Mutual Capabilities
    • Offboarding
    • Purpose of Service Provision and Consumption
    • Service Mindset
    • Ongoing Service Interactions
    • Nurturing User Communities
    • Measuring Service Value
    • Purpose of Value Capturing and Customer Journey Improvement
    • Realizing Service Value in Different Settings
    • Tracking Value Realization
    • Assessing and Reporting Value Realization
    • Evaluating Value Realization and Improving Customer Journeys
    • Realizing Value for the Service Provider

Training Schedules

Showing 1 - 5 out of 5

Page 1 out of 1

Training Price Pax Enroll
ITIL® 4 Specialist: Drive Stakeholder Value
15-17 Apr 2026, Virtual/Classroom, Kuala Lumpur, Malaysia.
RM7,668.00
ITIL® 4 Specialist: Drive Stakeholder Value
3-5 Jun 2026, Virtual/Classroom, Kuala Lumpur, Malaysia.
RM7,668.00
ITIL® 4 Specialist: Drive Stakeholder Value
5-7 Aug 2026, Virtual/Classroom, Kuala Lumpur, Malaysia.
RM7,668.00
ITIL® 4 Specialist: Drive Stakeholder Value
28-30 Oct 2026, Virtual/Classroom, Kuala Lumpur, Malaysia.
RM7,668.00
ITIL® 4 Specialist: Drive Stakeholder Value
16-18 Dec 2026, Virtual/Classroom, Kuala Lumpur, Malaysia.
RM7,668.00
* Taxes are included in all prices.
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