Business & Career Development

ITIL®4 Specialist: Drive Stakeholder Value (DSV)

ITIL®4 Specialist: Drive Stakeholder Value (DSV)

This course is tailored to enhance participants' comprehension of the ITIL4 framework, with a particular focus on the Drive Stakeholder Value (DSV) module. Upon completing this course, participants will be well-prepared to pursue advanced roles in IT Service Management, especially in areas concerning customer journey mapping and stakeholder engagement. To attain certification, participants must successfully pass the ITIL4 DSV exam at the end of the course.

ITIL4 Drive Stakeholder Value course 2


  • Business & Career Development


To be confirmed








1:00 am


4.5 (110 ratings)



Key Objectives

  • Enhance stakeholder engagement to drive business value and satisfaction.
  • Refine CX and UX to align with evolving customer expectations.
  • Integrate customer needs seamlessly into service development and delivery.
  • Transition from SLAs to ELAs for a more holistic service experience.
  • Collaborate with stakeholders to establish clear service expectations and parameters.
  • The course includes

  • Lecture Sessions: 10 days (3 hours each)
  • Solving Problems: Breakout Rooms to collaborate and solve problems.
  • Exam preparation Q&A.
  • Group Discussions: Engaging dialogues to enhance collaboration skills.
  • This course include the EXAM FEE
  • Course Schedule

    Schedule UTC+001
    Monday5:30 PM - 8:30 PM
    Tuesday5:30 PM - 8:30 PM
    Wednesday5:30 PM - 8:30 PM
    Friday5:30 PM - 8:30 PM


    This course offers an in-depth exploration into the art and science of designing and managing the interactions and journeys between service providers and their stakeholders, such as customers, users, suppliers, and partners. It emphasizes essential concepts like Customer Experience (CX), User Experience (UX), and journey mapping techniques, all aimed at effectively driving stakeholder value.

    The ITIL Specialist: Drive Stakeholder Value (DSV) course, along with its associated certification, is crucial for transforming demand into tangible value via IT-enabled services and products. Key topics discussed include the design of Service Level Agreements (SLA), managing multiple suppliers, enhancing communication and relationship management, and the strategies behind CX and UX design, as well as customer journey mapping.

    This course is meticulously structured to ready participants for the ITIL Specialist: Drive Stakeholder Value (DSV) certification exam, covering all eight objectives. These include designing customer journeys, targeting markets, fostering relationships, shaping demand, aligning expectations, managing onboarding and off-boarding processes, ensuring continual value co-creation, and realizing and capturing service value.

    ITIL, the acronym for ‘The Information Technology Infrastructure Library,’ is renowned worldwide as the benchmark for excellence in IT Service Management. By pursuing this certification, you position yourself to secure a high-demand career, armed with a fundamental certification in ITIL.

    Who this course is for:

    • Professionals tasked with ensuring that services align with and fulfill stakeholder requirements and expectations.
    • Professionals dedicated to comprehending and addressing consumer needs and desires concerning products and services.
    • Individuals committed to establishing and maintaining mutually beneficial relationships with stakeholders.

    Course Overview:

    The Drive Stakeholder Value course offers a comprehensive overview of all forms of engagements and interactions between a service provider and its stakeholders, emphasizing the creation of mutual value.


    Participants are required to have an ITIL 4 Foundation certification before enrolling in this course.


    • ITIL®4 Foundation Certificate
    • Be prepared for vibrant intellectual discussion in IT Service Management (ITSM).
    • No programming experience required.
    • Open-minded IT professionals or individuals interested in ITSM.
    • Basic computer literacy and internet access.
    • Familiarity with IT terminology is helpful, but not required.
    • Desire to learn, collaborate, and improve IT service management skill.



    Samir Faraj

    4.5 (110 ratings)

    30 Courses • 525,181 students
    Highly skilled IT Service Management professional, more than 19 Years of experience in IT and extensive ITIL experience and a proven track record in implementing and managing IT services. Strong background in training and mentoring team members, with published ITIL courses on Udemy. ITIL4 Master and peopleCert accredited trainer.

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