ITIL® 4 Specialist: Drive Stakeholder Value (DSV) – Self-Paced Online Training with Certification Exam (E-Learning)

Turn services into experiences – built around stakeholder value.

This self-paced online learning training program takes you through every stage of the customer journey, equipping you with the skills to understand, shape, and improve interactions with customers, users, and partners. You’ll learn to design value-driven, data-based, and user-centered digital service experiences. Gain practical knowledge in demand shaping, expectation setting, onboarding/offboarding, service catalog use, and managing customer feedback. Understand how to co-create value through collaboration and apply key ITIL® practices like service level management and service desk operations to build long-term stakeholder satisfaction.

The ITIL® 4 Specialist: Drive Stakeholder Value exam is included in the price.

The program targets ITSM practitioners responsible for managing and integrating stakeholders, especially those focusing on customer journey and experience, and fostering relationships with partners and suppliers.

ITIL® 4 Foundation certification. 

ITIL® (Information Technology Infrastructure Library) has become the global standard for IT service management over the past decades. With ITIL® 4, the focus has expanded beyond processes to include value co-creation, customer experience, and stakeholder engagement.

The ITIL® 4 Specialist: Drive Stakeholder Value (DSV) module is designed to help professionals understand and optimize every stage of the customer journey - from initial engagement through to service offboarding.

The knowledge presented in this self-paced online learning is widely adopted by enterprises offering digital services that aim to improve customer relationships, drive user satisfaction, and ensure business value. With DSV, participants develop the skills to manage expectations, guide customer interactions, and measure the real value delivered by enterprise IT services. It’s especially relevant for roles where communication, service design, user experience, and feedback management are critical to success.

Upon purchase you will receive a password via the email you used to purchase the comprehensive program. You will then be able to login to the Learning Management System (LMS) with your email and password. You will have access to the platform for 12 months to complete your course.

The specifics of this self-paced online learning:

• Internationally accredited
• You can gain credit points
• You can access the material anytime, from anywhere
• It is accessible on mobile phone too
• Interactive
• It contains sample questions and a sample exam
• Exam voucher included for ITIL® 4 Strategist: Direct, Plan and Improve 

Interested in other areas as well? We offer self-paced online learning for all ITIL® 4 training qualifications marked with a green frame:

Key topics covered include SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more, all to increase stakeholder satisfaction.

CURRICULUM OUTLINE:

1. UNDERSTANDING HOW CUSTOMER JOURNEYS ARE DESIGNED? 

1.1. Understand the Concept of the Customer Journey

1.2. Understand the Ways of Designing and Improving Customer Journeys

2. KNOW HOW TO TARGET MARKETS AND STAKEHOLDERS

2.1. Understand The Characteristics of Markets

2.2. Understand Marketing Activities and Techniques

2.3. Know How to Describe Customer Needs and Internal and External Factors That Affect These

2.4. Know How to Identify Service Providers and Explain Their Value Propositions

3. KNOW HOW TO FOSTER STAKEHOLDER RELATIONSHIPS

3.1. Understand the Concepts of Mutual Readiness and Maturity

3.2. Understand The Different Supplier and Partner Relationship Types, and How These Are Managed

3.3. Know How to Develop Customer Relationships

3.4. Know How to Analyse Customer Needs

3.5. Know How to Use Communication and Collaboration Activities and Techniques

3.6. Know How the Relationship Management Practice can be Applied to Enable and Contribute to Fostering Relationships

3.7. Know How the Supplier Management Practice can be Applied to Enable and Contribute to Supplier and Partner Relationships Management

4. KNOW HOW TO SHAPE DEMAND AND DEFINE SERVICE OFFERINGS

4.1. Understand Methods for Designing Digital Service Experiences Based on Value-Driven, Data-Driven and User-Centred Service Design

4.2. Understand Approaches for Selling and Obtaining Service Offerings

4.3. Know How to Capture, Influence and Manage Demand and Opportunities?

4.4. Know How to Collect, Specify and Prioritise Requirements from a Diverse Range of Stakeholders?

4.5. Know How the Business Analysis Practice can be Applied to Enable and Contribute to Requirement Management and Service Design?

5. KNOW HOW TO ALIGN EXPECTATIONS AND AGREE DETAILS OF SERVICES

5.1. Know How to Plan for Value Co-Creation?

5.2. Know How to Negotiate and Agree Service Utility, Warranty and Experience?

5.3. Know How the Service Level Management Practice can be Applied to Enable and Contribute to Service Expectation Management?

6. KNOW HOW TO ONBOARD AND OFF-BOARD CUSTOMERS AND USERS

6.1. Understand Key Transition, On-Boarding and Off-Boarding Activities

6.2. Understand the Ways of Relating with Users and Fostering User Relationships

6.3. Understand How Users are Authorised and Entitled to Services?

6.4. Understand Different Approaches to Mutual Elevation of Customer, User and Service Provider Capabilities

6.5. Know How to Prepare On-Boarding and Off-Boarding Plans

6.6. Know How to Develop User Engagement and Delivery Channels?

6.7. Know How the Service Catalogue Management Practice can be Applied to Enable and Contribute to Offering User Services?

6.8. Know How the Service Desk Practice can be Applied to Enable and Contribute to User Engagement?

7. KNOW HOW TO ACT TOGETHER TO ENSURE CONTINUAL VALUE CO-CREATION (SERVICE CONSUMPTION / PROVISIONING)

7.1. Understand How Users can Request Services?

7.2. Understand Methods for Triaging of User Requests

7.3. Understand the Concept of User Communities

7.4. Understand Methods for Encouraging and Managing Customer and User Feedback

7.5. Know How to Foster a Service Mindset (Attitude, Behaviour and Culture)

7.6. Know How to Use Different Approaches to Provision of User Services

7.7. Know How to Seize and Deal with Customer and User ‘Moments of Truth’

7.8. Know How the Service Request Management Practice Can Be Applied to Enable and Contribute to Service Usage

8. KNOW HOW TO REALISE AND VALIDATE SERVICE VALUE

8.1. Understand Methods for Measuring Service Usage and Customer and User Experience and Satisfaction

8.2. Understand Methods to Track and Monitor Service Value (Outcome, Risk, Cost and Resources)

8.3. Understand Different Types of Reporting of Service Outcome and Performance

8.4. Understand Charging Mechanisms

8.5. Know How to Validate Service Value

8.6. Know How to Evaluate and Improve the Customer Journey

8.7. Know How the Portfolio Management Practice Can Be Applied to Enable and Contribute to Service Value Realisation

Accredited ITIL® 4 Specialist: Drive Stakeholder Value professional development program is provided by The Knowledge Academy accredited by PeopleCert. ITIL® is a registered trademark of AXELOS Limited. All rights reserved.

This self-paced learning programme incorporates computer-based training modules combined with remotely proctored certification examination.

ITIL® 4 Specialist: Drive Stakeholder Value DSV Examination Specifications:

• 40 multiple choice questions
• Passing threshold: 70% (28/40)
• Time allocation: 90 minutes
• Reference materials: Closed book

The ITIL® 4 Specialist: Drive Stakeholder Value certificate has a validity period of 3 years.