The ITIL 4 Drive Stakeholder Value (DSV) course teaches you how to enhance interactions between service providers and stakeholders. It emphasises converting demand into value, improving user experiences, and co-creating value to boost stakeholder satisfaction and business success.
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ITIL® 4 Drive Stakeholder Value (DSV)
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Enhance customer satisfaction and co-create value-driven services with ITIL 4 Drive Stakeholder Value
This globally recognised course teaches you the skills required to drive stakeholder value through enhanced engagement, communication and relationship management. You’ll learn techniques for refining communication and methods for enhancing customer journeys. Also, discover how to ensure you align IT services with goals and build value co-creation.
Learning objectives
On this course, you’ll learn and understand:
- How customer journeys are designed
- Ways to target markets and stakeholders
- How to foster stakeholder relationships
- Ways to shape demand and define service offerings
- How to align expectations and agree details of services
- Techniques for onboarding and offboarding customers and users
- How to work with stakeholders to ensure continual value co-creation
- Techniques for realising and validating service value
What you'll learn
On this course, you’ll learn how to shape customer demand, develop mutually agreed requirements, and optimise the customer experience. Gain tools for stakeholder management, build trusted relationships, and adopt service-focused methods to create value-driven, customer-centred IT services.
Human Centred Design
Learn how to create solutions that are tailored to the needs of users. The course ensures you prioritise understanding customer behaviours, goals, and pain points through collaboration and empathy. By involving stakeholders in the design process, you can develop services and products that are intuitive, effective, and deliver real value, fostering better experiences and greater satisfaction.
CX and UX design
CX (Customer Experience) design focuses on the overall journey a customer has with a brand, covering every interaction. UX (User Experience) design, however, is more concerned with how users interact with specific products or services. While CX takes a broader view, UX is more detailed. Together, they help you enhance satisfaction, ensure usability, and create seamless, engaging experiences.
Customer journey mapping
Customer journey mapping in Drive Stakeholder Value helps you visualise every touchpoint between customers and service providers. It includes steps such as identifying customer needs, analysing interactions, and pinpointing pain points. This approach helps you align services with business goal and expectations, improve experiences, and ensure value is co-created at every stage of the journey.
What's included
- Accredited ITIL 4 Drive Stakeholder Value training
- ITIL 4 Drive Stakeholder Value exam
- Official ITIL 4 Drive Stakeholder Value manual
- Tutor support
- Further optional extras, including Take2 exam insurance, available at checkout
Key facts
Certification
ITIL 4 Drive Stakeholder Value
Who’s it for
Ideal if you’re responsible for designing customer journeys or work in roles including Business Relationship Manager, Project Manager, Supplier Relationship Manager, UX/CX Designer, Service Level Manager, and Customer Success Manager.
Prerequisites
You need to hold a valid ITIL v3 or ITIL 4 Foundation certification.
Exam information
90 minutes, multiple choice, closed book, 70% pass mark, online exam via remote proctor.
Optional extras
Official ITIL 4 Drive Stakeholder Value manual, Take2 exam insurance.
Pre-course
Mandatory online pre-course if you select classroom or live virtual classroom study options.
FAQs
The Drive Stakeholder Value certification provides you with an understanding of the engagement and interactions that happen between a service provider and their customers, users, suppliers and partners, including key CX, UX and journey mapping concepts.
Why should you certify in ITIL 4 Drive Stakeholder Value?
By certifying in this ITIL 4 course you’ll enhance your ability to manage and improve interactions with stakeholders. It equips you with tools to co-create value, optimise customer journeys, and boost satisfaction. This certification also demonstrates your expertise in aligning IT services with organisational goals, making you a valuable asset to any team.
It is one of three certifications that forms the Managing Professional designation, which once achieved demonstrates your ability to deliver value-driven IT services. The other two certifications included are Create, Deliver & Support and High-velocity IT.
Does ITIL 4 Drive Stakeholder Value expire?
Yes, you have to renew your certification within three years of the award date to remain current. There are multiple ways to recertify, more information regarding the options can be found on the PeopleCert website.
What is the pass mark for the ITIL 4 Drive Stakeholder Value exam?
The exam is multiple choice and closed book. There are 40 questions each worth one mark. The pass mark is 70%, which means you need to achieve a total of 28 marks or more to pass.
What are the prerequisites for this course?
You need ITIL v3 or ITIL 4 Foundation to be eligible for ITIL 4 Drive Stakeholder Value.
How do I access the digital version of the ITIL 4 Drive Stakeholder Value manual?
You’ll be sent an email invitation within 48 hours of your purchase to register on the PeopleCert portal. Once registered you can access the digital version of your manual. Please note: There is a five-year limitation in accessing your eBook.
If you choose to purchase the hardcopy official manual as an optional extra, your manual will be shipped to your chosen address within 48 hours of purchase.
What our customers say
"Comprehensive and professional course. The facilitator was very knowledgeable and engaging. I learned so much! I'd recommend the course!"
Bobbette O'Dell, ILX Learner
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Andrew Addy Asante, ILX Learner
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