ITIL® 4 Specialist: Drive Stakeholder Value (DSV) – Accredited Online Training with Certification Exam

Turn services into experiences – built around stakeholder value.

This 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 develop the skills 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 accredited course is targeted towards 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 comprehensive program 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.

This comprehensive program is also available in self-paced online learning format!

The comprehensive program has the following learning outcomes:

• Understand the concept and the ways of designing and improving Customer Journey
• Understand the characteristics of markets
• Understand marketing activities and techniques
• Know how to describe customer needs and internal and external factors that affect these
• Know how to identify service providers and explain their value propositions
• Know how the relationship management practice can be applied to enable and contribute to fostering relationships
• Know how the supplier management practice can be applied to enable and contribute to supplier and partner relationships management
• Understand methods for designing digital service experiences based on value-driven, data-driven and user-centred service design
• Know how the service level management practice can be applied to enable and contribute to service expectation management
• Understand key transition, on-boarding and off-boarding activities
• Know how the service desk practice can be applied to enable and contribute to user engagement
• Know how to act together to ensure continual value co-creation (service consumption / provisioning)
• Understand methods for encouraging and managing customer and user feedback
• Understand methods for measuring service usage and customer and user experience and satisfaction
• Know how to realise and validate service value
• Understand methods for measuring service usage and customer and user experience and satisfaction
• Understand methods to track and monitor service value (outcome, risk, cost and resources

This programme incorporates instructor-led training combined with remotely proctored certification examination. The ITIL^® 4 Specialist certification can be obtained online at your preferred date and time following programme completion.

ITIL^® 4 Specialist: Drive Stakeholder Value DSV Examination

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

The ITIL^® 4 Specialist examination is administered online via remote proctoring.

The programme fee includes the examination fee of 222,500 HUF + VAT, which comprises a mandatory digital textbook (eBook).
Take2 Option: For an additional 20,500 HUF + VAT, you can retake the examination once.

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