The prerequisite for the ITIL 4 Specialist: Drive Stakeholder Value (DSV) certification is:
ITIL 4 Foundation Certification – Candidates must have completed and passed the ITIL 4 Foundation exam before taking the DSV module.
Other recommended (but not mandatory) prerequisites:
Some experience in IT service management (ITSM) or customer relationship management is beneficial.
Familiarity with ITIL 4 concepts, including value streams, service relationships, and stakeholder engagement.
Target Audience:
IT Service Managers
ITIL Practitioners
Customer Relationship Managers
IT Consultants & Business Analysts
Service Delivery Managers
Anyone pursuing ITIL 4 Managing Professional (MP) Certification
Training Objectives:
By the end of this training, participants will:
✔ Understand the stakeholder journey and how to drive value.
✔ Learn key ITIL 4 practices that support stakeholder engagement.
✔ Master concepts required for the ITIL 4 DSV exam.
✔ Apply exam techniques to confidently tackle scenario-based questions.
Day 1: Introduction & Customer Journey Overview
Module 1: ITIL 4 DSV Fundamentals
Overview of ITIL 4 Managing Professional (MP)
Importance of stakeholder value and service relationships
Key ITIL concepts applied to stakeholder engagement
Module 2: The Stakeholder Journey (7 Steps)
Understanding the end-to-end customer journey
Key stakeholders and their expectations
Mapping value streams & service relationships
Day 2: Deep Dive into the Stakeholder Journey
Module 3: Explore & Engage
Identifying stakeholder needs & market trends
Customer Personas & Experience Mapping
Building effective engagement strategies
Module 4: Offer & Agree
Crafting service offerings that meet demand
Negotiation techniques & Service Level Agreements (SLAs)
Defining value propositions & expectations
Module 5: Onboard & Co-Create
Onboarding customers & users efficiently
Managing expectations & co-creating service value
Continual collaboration & service co-development
Module 6: Realize – Measuring & Validating Value
Ensuring that service value is realized
Continuous service improvement (CSI)
Measuring customer satisfaction & service outcomes
Day 3: Exam Readiness & Practice Tests
Module 7: ITIL 4 DSV Exam Strategy
Exam format, question types, and scoring
Understanding scenario-based questions
Effective time management techniques
Module 8: Mock Exams & Review
Full-length practice exam with discussion
Review of answers & key concepts
Exam tips & final Q&A session