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ITIL®4 Specialist: Drive Stakeholder Value Course On-Demand


ITIL® 4 Specialist Drive Stakeholder Value Course On Demand

The ITIL 4 Specialist Drive Stakeholder Value module builds on the concepts introduced in ITIL 4 Foundation. It covers all engagements and interactions between a service provider and their customers, users, suppliers and partners, focusing on the conversion of demand into value via IT-enabled services.

It will provide you with the tools to increase stakeholder satisfaction by co-creating value which is integral to business success in the modern service economy.

Benefits of this e-learning include:

  • Get ITIL® 4 Specialist Drive Stakeholder Value certified online at your own pace
  • 180 days online access 
  • Fully accredited
  • Includes video tutorials, quizzes, exercises, study guides, official syllabus, and sample exams
  • Tutor support included
  • 29 easy to absorb lessons covering ITIL® terminology, structure, concepts and processes
  • 18-hour course

Exam Details:

  • Exam duration: 90 minutes.
  • Exam format: closed book, multiple choice
  • Exam delivery: online, webcam proctored.
  • Exam pass mark: 70% (40 questions).
  • Exam language: extra time is available for non-native English speakers
  • Exam Voucher / eBook Included


The ITIL® 4 Specialist Drive Stakeholder Value On-Demand course on this page is offered by IT Training Zone Ltd. an ATO of AXELOS Limited. ITIL® is a registered trade mark of AXELOS Ltd, used under permission of AXELOS Limited. All rights reserved.


By studying the DSV course you’ll learn how to shape customer demand, how to develop mutually agreed requirements, ensure high customer satisfaction levels and you’ll learn how to optimize the customer experience.

Lessons in this course:

Module 1: Customer Journeys

  • Lesson 1 – The Concept of the Customer Journey
  • Lesson 2 – Customer Journey Key Concepts
  • Lesson 3 – Designing and Improving the Customer Journey

Module 2 – Targeting Markets and Stakeholders

  • Lesson 1 – Understanding Markets and Marketing Activities
  • Lesson 2 – Understanding Customers and Service Providers

Module 3 –Fostering Stakeholder Relationships

  • Lesson 1 – Supplier and Partner Relationships
  • Lesson 2 – Customer Relationships
  • Lesson 3 – Analyzing Customer Needs
  • Lesson 4 – Using the Practice Guides
  • Lesson 5 – The Relationship Management Practice
  • Lesson 6 – The Supplier Management Practice

Module 4 – How to Shape Demand and Define Service Offerings

  • Lesson 1 – Designing Digital Service Experiences
  • Lesson 2 – Approaches for Selling and Obtaining Service Offerings
  • Lesson 3 – Managing Demand and Opportunities
  • Lesson 4 – Managing Requirements
  • Lesson 5 – The Business Analysis Practice

Module 5 – How to Align Expectations and Agree Service Details

  • Lesson 1 – Value Co-Creation, Negotiation and Agreement
  • Lesson 2 – The Service Level Management Practice

Module 6 – Onboarding and Offboarding

  • Lesson 1 – Onboarding, Offboarding, and User Relationships
  • Lesson 2 – Planning Onboarding and Offboarding, User Engagement
  • Lesson 3 – The Service Catalogue Management Practice
  • Lesson 4 – The Service Desk Practice

Module 7 – Continual Value Co-Creation

  • Lesson 1 – Fostering a Service Mindset
  • Lesson 2 – Service Request and Provision
  • Lesson 3 – The Service Request Management Practice

Module 8– Realizing and Validating Service Value

  • Lesson 1 – Service and Value Measurement and Validation Part 1
  • Lesson 2 – Service and Value Measurement and Validation Part 2
  • Lesson 3 – The Portfolio Management Practice

Module 9 – Course Recap and Exam Preparation

Successful completion of this course and exam provides a standalone qualification or can be counted towards ITIL 4 Managing Professional designation.


Candidates must hold the ITIL 4 Foundation and be able to demonstrate that they have undertaken accredited training before taking the DSV exam.


Business Relationship Manager; Enterprise Architect; Project Manager; Supplier Relationship Manager; UX/CX Designer; Service Level Manager; Customer Success Manager; Scrum Master; IT Solutions Manager; Contract Manager; Enterprise Architect; Vendor Manager; Demand Manager and others


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