ITIL 4 Specialist: Drive Stakeholder Value (DSV)

ITIL 4 Specialist: Drive Stakeholder Value focuses on all types of engagement and interaction between a service provider and their customers, users, suppliers, and partners. It covers customer journeys, relationship management, and the techniques for converting demand into value. This module is one of the four required for the ITIL 4 Managing Professional designation.

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What is the ITIL4-DSV Course?

Who Should Take This Course?

Customer Relationship and Account Managers
IT Service Management professionals
Business Relationship Managers
Service owners and product managers
ITIL 4 Managing Professional (MP) candidates
Professionals managing supplier and partner relationships
IT sales and pre-sales consultants

What You Will Learn in the ITIL4-DSV Course

A comprehensive curriculum covering all exam objectives with hands-on labs and real-world practice.

Customer Journeys

Understanding and designing customer journeys within the ITIL 4 framework.

Mapping customer journey touchpoints
Explore, engage, offer, agree steps
Onboarding and offboarding practices
User experience and service value

Relationship Management

Building and sustaining productive relationships with stakeholders.

Stakeholder identification and mapping
Business relationship management
Supplier and partner management
Trust and communication strategies

Demand and Value

Converting demand into value through effective engagement.

Demand management techniques
Customer needs analysis
Value co-creation principles
Service level agreements and targets

Engagement Models

Frameworks and models for engaging stakeholders effectively.

Multi-supplier management
Service integration principles
Contract and commercial management
Supplier performance measurement

Continual Improvement in Engagement

Measuring and improving stakeholder engagement over time.

Customer satisfaction measurement
Net promoter score and feedback loops
Continual improvement model application
Reporting value to stakeholders

Course Prerequisites

Pre-requisites training is free when you purchase the course from ProSupport

ITIL 4 Foundation certification
Recommended: 2+ years of IT service management or customer relationship experience
Familiarity with service value chain concepts is advantageous

Exam Information

Everything you need to know about the ITIL4-DSV certification exam.

Exam Component	Details
Exam Name	ITIL 4 Specialist: Drive Stakeholder Value
Exam Code	ITIL4-DSV
Exam Type	Closed book, multiple choice
Total Questions	40
Passing Score	70% (28 out of 40)
Exam Duration	90 minutes
Language	English and multiple languages
Exam Provider	PeopleCert (in-person or online proctored)
Exam Focus	Stakeholder engagement, customer journeys, and relationship management
Exam Registration	Via PeopleCert.org
Retake Policy	Must wait 14 days before retake; up to 3 attempts per year
Certification Validity	3 years (maintenance via CPD points)