ITIL 4 Specialist: Drive Stakeholder Value (DSV) Training
Improve customer journeys, stakeholder relationships and service experience across the service lifecycle.
- Duration
- 16 hours
- Format
- Live online
- Modules
- 7 modules
- Certificate
- On completion
- ✓16 hours of live instructor-led online training in scheduled batches
- ✓Covers the ITIL 4 Specialist: Drive Stakeholder Value syllabus
- ✓Customer journey mapping and stakeholder engagement workshops
- ✓Supplier, relationship and service level management in depth
- ✓Practice questions for the 40-question PeopleCert exam
- ✓Counts toward ITIL 4 Managing Professional
About the course
What this course covers
ITIL 4 Specialist: Drive Stakeholder Value (DSV) is about the relationship between service providers and their customers, users and partners. It teaches how to engage stakeholders, understand what they value, shape demand, agree on service offerings and keep the relationship healthy from first contact to ongoing support.
The course introduces the customer journey and its stages, from exploring needs and agreeing what will be delivered to onboarding, co-creating value and realising value. You learn how to map customer journeys, design user experience, handle service level agreements, run effective business analysis, manage suppliers and partners, and use communication, feedback and measurement to improve satisfaction.
DSV is part of the ITIL 4 Managing Professional stream, and the Foundation certificate is required before the exam. PeopleCert released ITIL (Version 5) in February 2026 and has signalled a transition for ITIL 4 modules, so confirm the current timelines on peoplecert.org before planning your path.
Who should attend
- ● Service level, relationship and account managers
- ● Business analysts and product owners
- ● Customer experience and service desk leaders
- ● Vendor and supplier managers
- ● Professionals pursuing the ITIL 4 Managing Professional designation
Prerequisites
- ● ITIL 4 Foundation certificate
- Experience working with customers, users or suppliers of IT services is useful
Key skills
Skills you will walk away with
Stakeholder engagement
Identify stakeholders and plan how to engage and communicate with them.
Customer journey mapping
Map and improve the interactions users have with a service.
Shaping demand and offerings
Understand needs and define service offerings and agreements.
Service level management
Define, agree, measure and report service levels.
Relationship and supplier management
Build trust with customers and manage partner performance.
Business analysis
Capture requirements and translate them into service solutions.
Curriculum
Module-by-module syllabus
7 modules · 28 topics · 16 hours
1Introduction and customer journey concepts4 topics ▾
Learning objective: Understand stakeholder value and the journey model.
- ▸ Exam format and syllabus
- ▸ Customer journey stages
- ▸ Value creation with stakeholders
- ▸ Roles: customer, user, sponsor
2Explore and understand needs4 topics ▾
Learning objective: Learn who your stakeholders are and what they need.
- ▸ Market and customer segmentation
- ▸ Stakeholder mapping and personas
Schedules
Upcoming live batches
Enroll now and choose your batch dates
Send an enquiry and we'll reserve your seat in the next batch.
Certification
How you get certified
PeopleCert
ITIL 4 Specialist: Drive Stakeholder Value
- Format
- Multiple choice, closed book
- Questions
- 40
- Duration
- 90 minutes
- Passing score
- 70% (28 of 40)
- Exam fee
- See the current figure on the official site (peoplecert.org)
- Delivery
- Online proctored exam through PeopleCert
- Validity & renewal
- See the current figure on the official site (peoplecert.org)
- 1Confirm you hold the ITIL 4 Foundation certificate
Career outcomes
Roles this opens up
Service Level Manager
₹9–20 LPA (approx.)Agrees and reports service levels with customers.
Customer Success / Relationship Manager (IT)
₹8–20 LPA (approx.)Manages customer relationships and value realisation.
Business Analyst (IT services)
₹6–16 LPA (approx.)Turns stakeholder needs into service requirements.
Salary ranges are approximate figures for India and vary by city, company and experience.
Why this certification is worth it
Customer-centred focus
Shifts IT thinking from technology to customer outcomes.
Cross-functional relevance
Useful to IT, business and account teams.
Path to Managing Professional
Completes one of the required modules.
Why Assure Success
Learn it once, pass it once
Trainers from the field
Every session is led by a practitioner who uses this material at work.
Batches that fit your week
Weekday and weekend batches in IST, scheduled for working professionals.
Exam-style practice
Practice questions and, where available, a full simulator free with the course.
Exam voucher help
Discounted vouchers and step-by-step help booking your exam.
Human support
WhatsApp support Mon–Sat, 9 AM–8 PM IST — a person answers.
Pay your way
UPI, cards, netbanking and EMI in India; international cards accepted.
FAQs
Questions learners ask us
Q.Who benefits most from DSV?
Anyone who deals with customers, users or suppliers of IT services, such as service level managers, account managers and business analysts.
Q.Do I need Foundation first?
Yes. PeopleCert requires the ITIL 4 Foundation certificate.
Q.How many questions and what pass mark?
There are 40 multiple-choice questions in 90 minutes, with 70% (28 correct answers) required.
Q.Is the exam open book?
No. It is closed book.
Q.How does DSV differ from CDS?
DSV focuses on stakeholder relationships and customer journeys, while CDS focuses on building and supporting services through value streams.
Q.Is ITIL 4 still available after ITIL 5?
ITIL 4 modules remain available at the time of writing, with a transition planned. Check peoplecert.org for current dates.
Reviews & questions (0)
Log in to join the discussion.
No comments yet.
Still have a question?
Tell us what you need — we reply the same working day.
₹24,499
ITIL 4 Specialist: Drive Stakeholder Value (DSV) Training