ITIL® 4 Specialist: Drive Stakeholder Value
The ITIL 4 Drive Stakeholder Value (DSV) certification is one of the 4 modules leading to the ITIL Managing Professional qualification. The ITIL 4 Specialist Drive Stakeholder Value is intended to provide the candidate with 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.
Delivery format: Classroom, Virtual-Led & E-learning
Certification: ITIL® 4 Specialist: Drive Stakeholder Value (AXELOS)
Cybiant has exceeded my expectations in delivering this training. My instructor guided me every step of the way, and helped me prepare for the exam. Best training I have been to in a long time.
Johnathon Smith, AdeccoI completed the RPA Fundamentals training with Cybiant. Although it was a difficult training, Mike made it is almost sound easy. I am confident that I am now well prepared to pass the examination. Thank Mike!
Justin Woo, Petronas DigitalITIL® 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. It is one of four ITIL 4 publications, which build on the concepts introduced in ITIL 4 Foundation. Each of these publications focuses on a different aspect of service management.
The ITIL Driving Stakeholder Value course provides participants with a deep understanding of the customer journey. 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 throughout the customer journey. The ultimate purpose of the customer journey is to create service value; this is the optimal balance of service outcome, resources, and risk.
Customer journeys are important sources for customer experience (CX). Customer experience is the sum of the functional and emotional interactions with a service and service provider as perceived by a customer.
The customer journey can be broken into seven steps:
- Explore – Understand Markets and Stakeholders
- Engage – Foster Relationships
- Offer – Shape Demand and Service Offerings
- Agree – Align Expectations and Agree Services
- Onboard – Get Onboard or Leave the Journey
- Co-create – Provide and Consume
- Realize – Capture Value and Improve
The ITIL Driving Stakeholder Value course covers all these seven steps in-dept and provides participants with the necessary information to pass the ITIL 4 DSV examination
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. More information about the transition between ITIL 3 and ITIL 4 is available at our Ultimate ITIL 4 FAQ
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Registration
Cybiant offers the following learning options for this course:
E-Learning – 3 months access
The e-learning option provides students with access to an e-learning environment with pre-recorded lectures, exercises and quizzes. You can complete the course in your own time, at your own pace. This option provides access for 3 months, and includes the official exam.
Virtual Training – 2×2 hours per day
The virtual training option is an online class taught by a live Cybiant instructor. You will receive a meeting invitation to participate in the live lectures. Our virtual training courses are organized in 2 x 2-hour sessions per day to accommodate some other work. Official examinations are included in the pricing.
Classroom Training – full day
The classroom training option will be conducted by a Cybiant instructor in a 5-star hotel. You will participate in a live training and meet other participants. Breaks, lunch and exam voucher are included in the pricing.
You can register for the course by selecting the option of your choice below:
| Image | Name | Format | Dates | Price | Buy |
|---|---|---|---|---|---|
 | ITIL® 4 Specialist: Drive Stakeholder Value | E-learning | 3 months access | RM4,608.00 | |
| ITIL® 4 Specialist: Drive Stakeholder Value | Classroom | 9-11 December 2024, Kuala Lumpur | RM8,544.00 | |
| ITIL® 4 Specialist: Drive Stakeholder Value | Classroom | 24-26 March 2025 Kuala Lumpur | RM8,544.00 | |
| ITIL® 4 Specialist: Drive Stakeholder Value | Virtual | 7-9 July 2025 | RM7,968.00 | |
| ITIL® 4 Specialist: Drive Stakeholder Value | Classroom | 21-23 October 2025 Kuala Lumpur | RM8,544.00 |
If your preferred date is not available, please feel free to get in touch with us.
Learning Objectives
The learning objectives of the course are based on the following learning outcomes of the ITIL 4 Drive Stakeholder Value exam specification:
- 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 offboard customers and users
- Know how to act together to ensure continual value co-creation (service consumption / provisioning)
- Know how to realize and validate service value
Target Audience
The ITIL 4 Drive Stakeholder Value (DSV) qualification is intended to provide the candidate with 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.
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.
Exam Details
The ITIL 4 Drive Stakeholder Value has the following Exam Specifications:
- Online Proctored Exam invigilate by PeopleCert
- Multiple Choice Question
- 40 Questions
- 28 marks required to pass (out of 40 available) — 70%
- 90-minute duration
- Closed-book
NOTE: Candidates taking the exam in a language that is not their native or working language may be awarded 25% extra time, i.e. 113 minutes in total.
The ITIL 4 Foundation Qualification is a prerequisite for the ITIL 4 Drive Stakeholder Value Certification.
Downloads
Download the official ITIL DSV syllabus:
11 reviews for ITIL® 4 Specialist: Drive Stakeholder Value
Unless otherwise specified, all courses include official examination
All Cybiant trainers are experts in their knowledge domain
Is your e-learning not what you expected? You get your money back.
Kok Hin Wong –
Trainer able to provide practical local examples. It will be good to able to give global examples to get a broader perspective. The pre-reading materials are encouraged to be provided 1 month in advance prior to the course to allow candidates to have enough time to skim through. It will be good to see a hybrid training approach i.e., a combination of physical and virtual during the duration of the training.
Kevin He –
The trainer provided well structure learning on the course and explained with a lot of good examples which I am able to understand all the contents easily. It would be perfect if more sample questions are provided.
Lavakusan Ganeson –
The topics of the course are great as it mainly covers my current role! Time is the only concern for me. Please have more time / extended session for interactive session to understand the new terminology and processes.
AYLWYN SELVANADAN PAKIANATHAM –
Course structure is good and I recommend trainer to provide more descriptions and samples in class and make it more simple.
Tejinder Kaur Didar Singh –
Trainer’s delivery of the content is excellent, because it is also substantiated with real life examples which helps us to relate. The only thing is it would be better if we have the sessions face to face in the office!
Sivananada Subramaniam –
Course material is good, I like the relation between the term used in the note with current workspace. I think speed of the important topic will need to be slowed down, so we will have better understanding.
Waldev Singh –
The pace was good and the trainer – Jan being able to relate to real scenario to bring out better understanding. I think trainer can give more practice questions in class. Overall, it was a very engaging session and it was fun.
Daljit Singh Gajit Singh –
The duration and speed was excellent. If you there is one thing to change about this course, it would be have more 2-3 mins breaks in between. Looking forward for more courses with Jan-Willem.
Salahuddin Alhadjri –
The interaction and examples to translate abstract topics to practical day to day examples are what I like most about the course. It would be great if trainer ensure all participants to on their camera and engage more. Enjoyed the training days very much.
Reena Sharma –
The pace throughout the training was perfect. Examples given was relatable to real time scenarios within BAT. I think the course need to have coffee breaks in between to ensure continuous focus. The trainer for this session was excellent !
Joseline Lee –
The flow on how the course been conducted was good, and those given examples had provide me a better understanding.