ITIL® 4 Specialist: Drive Stakeholder Value

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Course Overview : ITIL® 4 Specialist: Drive Stakeholder Value

The ITIL® 4 Specialist: Drive Stakeholder Value (DSV) certification is a key requirement for achieving the ITIL® 4 Managing Professional designation. It equips you with the knowledge to lead successful IT-enabled services and teams while exploring how to apply agile and lean practices for maximum impact.

Key Features

  • 24x7 Support

    Get round-the-clock assistance from our team and expert mentors

  • Exam Fee Included

    Course fee is included for the official ITIL® 4 Specialist: Drive Stakeholder Value (DSV)

  • Certification-Ready

    Build the knowledge and confidence to clear the ITIL® 4 CDS Specialist exam

  • 2 Simulation exam

    Test your knowledge with 2 simulation exams to reinforce key concepts

  • 20 PDUs Earned

    Gain 20 PDUs with flexible, self-paced ITIL® 4 DPI training

Skills Covered

  • Multisupplier management
  • CX and UX design
  • Communication
  • Relationship management
  • Customer journey mapping
  • SLA design

Career Benefits of ITIL® 4 Specialist: Drive Stakeholder Value

The ITIL® 4 DSV course is essential for professionals who want to master stakeholder engagement and deliver exceptional customer and user experiences. It helps you build strong, value-driven relationships with clients, partners, and suppliers while aligning services with business needs.

CDS Deliver Value with ITIL® 4 DSV

Instructor-led
Learn from expert instructors in live, online sessions.
Get 24/7 learner support and access two full-length mock exams.
Choose a schedule that fits your availability.

$1490

Corporate Training
Choose from flexible pricing and billing options.
Join private cohorts tailored to your teams.
Track your training progress with intuitive dashboards.
Assess and benchmark your skills easily. Integrate seamlessly with your existing platforms.
Get support from a dedicated Customer Success Manager

Eligibility for ITIL® 4 Specialist: Drive Stakeholder Value

The ITIL® 4 Specialist: Drive Stakeholder Value course is ideal for IT service managers aiming to achieve the ITIL® 4 Managing Professional (MP) designation. 

It is also well-suited for ITSM professionals focused on stakeholder engagement, customer experience, and service integration. 

This course benefits those managing relationships with customers, partners, and suppliers, or those looking to deepen their expertise in delivering value across the service journey.

Prerequisites

Participants must have a high school diploma or an undergraduate degree and must have successfully completed the ITIL® 4 Foundation certification.

Course Content: ITIL® 4 Specialist: Drive Stakeholder Value

Section 01 - Course Introduction

1.01 Course Introduction

2.01 The Customer Journey

2.02 The Customer Journey Definition

2.03 The Customer Journey Example

2.04 Customer Journeys and Value Streams

2.05 Mastering the Customer Journey

2.06 Stakeholder Aspirations

2.07 Touchpoints and Service Interactions

2.08 Mapping the Customer Journey

2.09 Personas

2.10 The Customer Experience

2.11 Design the Customer Journey

2.12 Design Thinking

2.13 Leveraging Behavioral Psychology

2.14 Design for Different Cultures

2.15 Measure and Improve the Customer Journey

2.16 Key Takeaways

Knowledge Check

3.01 Targeting Markets and Stakeholders

3.02 Importance of Service Needs

3.03 Service Consumers and Their Needs

3.04 External Factors

3.05 Internal Factors

3.06 SWOT Analysis

3.07 Service Objectives and Opportunities

3.08 Risk Assessment

3.09 Service Providers and Their Offerings

3.10 Markets

3.11 Characteristic-Based Market Segmentation

3.12 Need-Based Market Segmentation

3.13 Identify and Analyze Service Consumers

3.14 Targeting Markets

3.15 Targeted Marketing

3.16 Key Takeaways

Knowledge Check

4.01 Fostering Stakeholder Relationships
4.02 Stakeholder Relationships
4.03 Communication and Collaboration
4.04 Listening Modes
4.05 Service Relationship Types
4.06 Basic Relationship
4.07 Cooperative Relationship
4.08 Partnership
4.09 Build Service Relationships
4.10 Service Relationship Ladder Step One
4.11 Service Catalog
4.12 Customer Relationship Management
4.13 Service Relationship Ladder Step Two
4.14 The Three Cs of Trustworthiness
4.15 Service Relationship Ladder Step Three
4.16 Service Relationship Ladder Step Four
4.17 Experience and Preferences
4.18 Service Relationship Ladder Step Five
4.19 Assessing Mutual Readiness and Maturity
4.20 Assessing Readiness for Collaboration
4.21 The Service Relationship Management Practice
4.22 Managing Suppliers and Partners
4.23 Service Integrator Activities
4.24 The Supplier Management Practice
4.25 The Supplier Management Practice Success Factors
4.26 Key Takeaways
Knowledge Check

5.01 Shape Demand and Define Service Offerings
5.02 Managing Demand and Opportunities
5.03 Optimizing Capacity
5.04 Shaping or Smoothing Demand
5.05 Service Improvement Opportunities
5.06 Building the Customer Business Case
5.07 Areas of Conflict and Uncertainty
5.08 Conflicting Priorities and Needs
5.09 Building Service Provider Business Case
5.10 Business Analysis
5.11 Roles and Responsibilities Examples
5.12 Managing Requirements
5.13 Separating the Problem from the Solution
5.14 Minimum Viable Product
5.15 User Stories and Story Mapping
5.16 Articulate Requirements
5.17 The MoSCow Method
5.18 Weighted Shortest Job First
5.19 Service Offerings and User Experience
5.20 Lean Thinking
5.21 Aspects of Agile
5.22 Aspects of Agile Continuous Delivery
5.23 Service Blueprint
5.24 Designing for Onboarding
5.25 Selling and Obtaining Service Offerings
5.26 Pricing Options
5.27 Internal and External Sales
5.28 Business Analysis Practice
5.29 Key Takeaways
Knowledge Check

6.01 Align Expectations and Agree Services
6.02 Aligning Expectations
6.03 Value Co-Creation
6.04 Service Interaction Method
6.05 Example of Service Interaction Method
6.06 Inherent and Assigned Characteristics of Services
6.07 Service Consumer Needs and Agreements
6.08 Negotiate and Agree to Services
6.09 Warranty
6.10 Experience
6.11 Negotiate and Agree on Terms and Conditions
6.12 The Service Level Management Practice
6.13 Shared View of Target Service Levels with Customers
6.14 Service Quality Aspects
6.15 The Organization with the Defined Service Levels
6.16 Service Reviews and Improvement Opportunities
6.17 Key Takeaways
Knowledge Check

7.01 Onboard and Offboard Customers and Users
7.02 Onboarding Service Customers
7.03 Planning Onboarding
7.04 Relating with Users and Fostering Relationships
7.05 Fostering Relationships with Corporate Users
7.06 Fostering Relationships with Individual Consumers Part One
7.07 Fostering Relationships with Individual Consumers Part Two
7.08 User Engagement and Delivery Channels
7.09 Choice and Design Affecting Trends
7.10 Omnichannel Communication Challenges Part One
7.11 Omnichannel Communication Challenges Part Two
7.12 Enable Users for Service
7.13 Service Catalog and Service Desk
7.14 Elevate User Capabilities
7.15 Elevate Service Provider Capabilities
7.16 Onboarding Goals
7.17 Onboarding Scope
7.18 Onboarding Initiatives Start and End
7.19 Onboarding Customers and Users Onboarding Actions
7.20 User Onboarding
7.21 Onboarding Control
7.22 Reviewing Onboarding Control
7.23 Offboarding Customers and Users
7.24 Customer Offboarding
7.25 User Offboarding
7.26 Service Transition Onboarding and Offboarding
7.27 Service Catalog Management Practice
7.28 Service Desk Practice
7.29 User Satisfaction
7.30 Service Desk Practice Success Factors
7.31 Communication Channels Challenges and Solutions
7.32 Effective Integration of Communication Channels
7.33 Key Takeaways
Knowledge Check

8.01 Continual Value Co-Creation
8.02 Value Co-Creation
8.03 Service Mindset for Service Provision and Consumption - Part One
8.04 Service Mindset for Service Provision and Consumption - Part Two
8.05 Services with Invisible Users
8.06 Ongoing Service Interactions
8.07 Service Interactions Based on Architecture
8.08 Service Requests
8.09 Service Desk Interactions
8.10 Moments of Truth
8.11 Intelligent Disobedience
8.12 Customer and User Feedback
8.13 Nurturing User Communities
8.14 Super users
8.15 Service Request Management Practice
8.16 Service Request Management Practice - Success Factors
8.17 Key Takeaways
Knowledge Check

9.01 Service Value Realization
9.02 Value Realization
9.03 Realizing Service Value in Different Settings Part One
9.04 Realizing Service Value in Different Settings Part Two
9.05 Tracking Value Realization
9.06 Tracking Performance Output and Outcome
9.07 Value Driver Framework Model
9.08 Service Profit Chain
9.09 Tracking Experience and Satisfaction
9.10 Ways to Monitor Customer Experience
9.11 Tracking Service Usage
9.12 Assessing and Reporting Value Realization
9.13 Two Levels of Assessing and Reporting Value Realization
9.14 Evaluating Value Realization and Improving Customer Journeys
9.15 Sources of Continual Improvement
9.16 Tracking Assessing and Evaluating Outcomes
9.17 Charging
9.18 Billing
9.19 Portfolio Management Practice
9.20 Portfolio Management Practice - Success Factors
9.21 Key Takeaways
Knowledge Check

Exam & Certification FAQs

What are the prerequisites for this course?

To enroll in the ITIL® 4 Specialist: Drive Stakeholder Value course at Nvidya, learners must have passed the ITIL 4 Foundation exam. In addition, completion of an accredited training program for this module is highly recommended to ensure comprehensive preparation.

The exam consists of 40 multiple-choice questions to be completed within 90 minutes. A passing score requires at least 70%, which means answering 28 questions correctly. Learners must first complete the full training before appearing for the certification exam.

This certification equips professionals with the skills to manage all forms of interaction between service providers and stakeholders—such as customers, users, suppliers, and partners. It focuses on enhancing customer experiences, journey mapping, and user engagement while enabling organizations to plan and deliver continual improvements with agility.

Exam results are typically shared within 2 business days following completion of the test.

Once enrolled, Nvidya provides step-by-step guidance on how to schedule your exam. You will receive detailed instructions to help you complete the booking process smoothly.

Yes. After completing your training with Nvidya, you will gain access to a mock exam designed to help you familiarize yourself with the certification format and assess your readiness.

The exam voucher is included as part of your course fee. However, you must redeem it within six months of enrolling in the course. If the certification authority revises the exam fee after this period and you haven’t booked the exam yet, you may be required to pay the price difference.

Your exam voucher remains valid for 12 months from the date it is issued. If you do not schedule and take the exam within that timeframe, you will need to purchase a new voucher at the prevailing price.

CERTIFICATE FOR ITIL® 4 Specialist: Drive Stakeholder Value
THIS CERTIFICATE IS AWARDED TO
Your Name
FOR SUCCESSFUL PARTICIPATION IN
ITIL® 4 Specialist: Drive Stakeholder Value
Issued By NVidya
Certificate ID __________
Date __________

Success Stories

Ananya Sharmakh
Ananya Sharmakh

““Practical, relevant, and incredibly empowering.””

“I appreciated the deep dive into customer engagement and the well-structured content that focused on experience, collaboration, and value realization. The mock tests and expert mentoring made exam prep smooth. I highly recommend it for professionals looking to step up their IT service management game.”

Parakh Sharma
Parakh Sharma

““A must for anyone serious about stakeholder-driven service delivery.””

“The course offers a perfect blend of strategic insight and practical application. From journey mapping to value co-creation, every concept was backed by real-world examples. The trainer was extremely knowledgeable and kept the sessions interactive and relevant. This course has changed the way I manage relationships with clients, users, and suppliers.”

Why Choose This Program?

Develop In-Demand Skills

Gain practical expertise crafted with industry and academic input.

Learn from Seasoned Professionals

Learn from seasoned professionals sharing real-world insights and case studies.

Engage in Applied Learning

Build skills through hands-on projects with real data and virtual labs.

Benefit from Continuous Support

Enjoy 24/7 access to mentors and a supportive learning community.

Frequently Asked Questions

Who conducts the live training sessions for this course?

At Nvidya, all our instructors are certified ITIL professionals with over 15 years of experience in both industry practice and training delivery. They bring real-world insights and a learner-focused approach to help you succeed.

Yes, the course fee covers the full cost of the ITIL 4 Specialist: Drive Stakeholder Value certification exam, so no additional payment is required to take the test.

No, once you earn your ITIL 4 Specialist: Drive Stakeholder Value certification, it remains valid for life and does not require renewal.

Our learners benefit from expert guidance through our dedicated team of teaching assistants. These professionals support you from onboarding to completion, helping you stay on track, resolve doubts, and enhance your learning experience through timely mentoring and engagement.

Nvidya offers 24/7 learner support through email, live chat, and phone. You’ll also gain unlimited access to our interactive learner community, where you can get help, share knowledge, and stay connected even after completing the course.

If you miss a session, you can easily catch up through recorded classes available on your learning dashboard. Our flexible access model ensures you can revisit sessions at your convenience and stay aligned with the course flow.

There are no strict prerequisites. However, a basic understanding of IT service management concepts and a high school diploma or undergraduate degree (as per your region) are recommended for better learning outcomes.

Once enrolled, you receive lifetime access to all self-paced learning content, recorded sessions, and downloadable resources, allowing you to review and refresh your knowledge at any time.

Absolutely. Earning your ITIL 4 Specialist certification with Nvidya significantly enhances your professional profile, improves your chances of promotion, and increases your earning potential in IT service roles globally.

Yes, the program includes real-world projects, simulation tests, and practical assignments designed to give you hands-on experience in applying ITIL principles to everyday IT service challenges.

Yes, upon completing all course modules and assessments, you will receive a certificate of completion from Nvidya, along with the official ITIL 4 certification after passing the exam.

Nvidya’s ITIL 4 Specialist course stands out due to its industry-aligned curriculum, experienced instructors, lifetime content access, and personalized learner support—all offered at a competitive price with global accreditation.

Nvidya offers a comprehensive learning experience with certified instructors, lifetime access to high-quality course material, 24/7 learner support, and globally recognized certification prep. Our training is designed to help you not just pass the exam, but excel in real-world IT service management roles.

Yes, Nvidya’s ITIL® 4 Specialist: Drive Stakeholder Value course content is aligned with the official syllabus and developed in collaboration with accredited training providers (AXELOS). This ensures the curriculum meets global standards for quality, relevance, and accuracy fully preparing learners for the certification exam and practical application in the field of IT service management.