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ITIL® 4 Specialist: Drive Stakeholder Value Training & Certification Course
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This ITIL Specialist Drive Stakeholder Value Certification allows IT professionals to develop and foster better relationships with all stakeholders and co-create value to support each other. The ITIL Specialist Drive Stakeholder Value Course from Infosec Train covers activities related to management of customer journeys and experiences.

ITIL® 4 DSV Course Highlights

  • 24 hrs of instructor-led training
  • Experienced Trainers
  • Small Size Batch
  • Access to Pre-recorded Sessions
  • 1 : 1 Mentor Support

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ITIL® 4 DSV Course Description


This ITIL 4 Drive Stakeholder Value course is meant for IT professionals and managers to impart guidance on how to ensure trustworthy stakeholder relationships, and optimize customer experiences in an IT-enabled environment. The ITIL Specialist Drive Stakeholder Value Course offers knowledge on embedding effective design thinking and following a systematic approach to effectively co-create value for key stakeholders using the right methods and tools.

Why ITIL® 4 Foundation Certification Online with InfoSec Train?

Infosec Train is a renowned name in the training and consulting industry across the globe, providing specialized courses in IT and security domain. Our ITIL® 4 Certification training aims to imbibe foundational skills required to execute a strong ITSM strategy. Here’s what you get when you take up this ITIL Course with Infosec Train.

  • Flexible training schedule
  • Recorded sessions for post-training reference
  • Post-training support with no expiry date.
  • Certificate of participation
  • Career Guidance

Target Audience

  • IT professionals, ITSM managers or practitioners who are involved in managing customer journeys and maintaining relationships with suppliers and partners.


  • ITIL 4 Foundation Certification


1 + 75 =

ITIL® 4 DSV Course Objectives

  • Understand how to optimize and design customer journeys
  • Learn how to target markets and stakeholders
  • Learn to foster and strengthen stakeholder relationships
  • Understand how to shape demand and define service offerings
  • Align stakeholder expectations with business goals
  • Plan and implement continual value co-creation
  • Develop user engagement and delivery channels
  • Learn to realize and validate service value

ITIL® 4 DSV Course Content

Course Introduction

  • The Customer Journey
    • The Customer Journey
    • The Customer Journey Definition
    • The Customer Journey Example
    • Customer Journeys and Value Streams
    • Mastering the Customer Journey
    • Stakeholder Aspirations
    • Touchpoints and Service Interactions
    • Mapping the Customer Journey
    • Personas
    • The Customer Experience
    • Design the Customer Journey
    • Design Thinking
    • Leveraging Behavioral Psychology
    • Design for Different Cultures
    • Measure and Improve the Customer Journey
  • Targeting Markets and Stakeholders
    • Targeting Markets and Stakeholders
    • Importance of Service Needs
    • Service Consumers and Their Needs
    • External Factors
    • Internal Factors
    • SWOT Analysis
    • Service Objectives and Opportunities
    • Risk Assessment
    • Service Providers and Their Offerings
    • Markets
    • Characteristic-Based Market Segmentation
    • Need-Based Market Segmentation
    • Identify and Analyze Service Consumers
    • Targeting Markets
    • Targeted Marketing
  • Fostering Stakeholder Relationships
    • Fostering Stakeholder Relationships
    • Stakeholder Relationships
    • Communication and Collaboration
    • Listening Modes
    • Service Relationship Types
    • Basic Relationship
    • Cooperative Relationship
    • Partnership
    • Build Service Relationships
    • Service Relationship Ladder Step One
    • Service Catalog
    • Customer Relationship Management
    • Service Relationship Ladder Step Two
    • The Three Cs of Trustworthiness
    • Service Relationship Ladder Step Three
    • Service Relationship Ladder Step Four
    • Experience and Preferences
    • Service Relationship Ladder Step Five
    • Assessing Mutual Readiness and Maturity
    • Assessing Readiness for Collaboration
    • The Service Relationship Management Practice
    • Managing Suppliers and Partners
    • Service Integrator Activities
    • The Supplier Management Practice
    • The Supplier Management Practice Success Factors Managing Queues
  • Shape Demand And Define Service Offerings
    • Shape Demand and Define Service Offerings
    • Managing Demand and Opportunities
    • Optimizing Capacity
    • Shaping or Smoothing Demand
    • Service Improvement Opportunities
    • Building the Customer Business Case
    • Areas of Conflict and Uncertainty
    • Conflicting Priorities and Needs
    • Building Service Provider Business Case
    • Business Analysis
    • Roles and Responsibilities Examples
    • Managing Requirements
    • Separating the Problem from the Solution
    • Minimum Viable Product
    • User Stories and Story Mapping
    • Articulate Requirements
    • The MoSCow Method
    • Weighted Shortest Job First
    • Service Offerings and User Experience
    • Lean Thinking
    • Aspects of Agile
    • Aspects of Agile Continuous Delivery
    • Service Blueprint
    • Designing for Onboarding
    • Selling and Obtaining Service Offerings
    • Pricing Options
    • Internal and External Sales
    • Business Analysis Practice Prioritization
  • Align Expectations and Agree Services
    • Align Expectations and Agree Services
    • Aligning Expectations
    • Value Co-Creation
    • Service Interaction Method
    • Example of Service Interaction Method
    • Inherent and Assigned Characteristics of Services
    • Service Consumer Needs and Agreements
    • Negotiate and Agree to Services
    • Warranty
    • Experience
    • Negotiate and Agree on Terms and Conditions
    • The Service Level Management Practice
    • Shared View of Target Service Levels with Customers
    • Service Quality Aspects
    • The Organization with the Defined Service Levels
    • Service Reviews and Improvement Opportunities
  • Onboard and Offboard Customers and Users
    • Onboard and Offboard Customers and Users
    • Onboarding Service Customers
    • Planning Onboarding
    • Relating with Users and Fostering Relationships
    • Fostering Relationships with Corporate Users
    • Fostering Relationships with Individual Consumers Part One
    • Fostering Relationships with Individual Consumers Part Two
    • User Engagement and Delivery Channels
    • Choice and Design Affecting Trends
    • Omnichannel Communication Challenges Part One
    • Omnichannel Communication Challenges Part Two
    • Enable Users for Service
    • Service Catalog and Service Desk
    • Elevate User Capabilities
    • Elevate Service Provider Capabilities
    • Onboarding Goals
    • Onboarding Scope
    • Onboarding Initiatives Start and End
    • Onboarding Customers and Users Onboarding Actions
    • User Onboarding
    • Onboarding Control
    • Reviewing Onboarding Control
    • Offboarding Customers and Users
    • Customer Offboarding
    • User Offboarding
    • Service Transition Onboarding and Offboarding
    • Service Catalog Management Practice
    • Service Desk Practice
    • User Satisfaction
    • Service Desk Practice Success Factors
    • Communication Channels Challenges and Solutions
    • Effective Integration of Communication Channels
  • Continual Value Co-creation
  • Continual Value Co-Creation
  • Value Co-Creation
  • Service Mindset for Service Provision and Consumption – Part One
  • Service Mindset for Service Provision and Consumption – Part Two
  • Services with Invisible Users
  • Ongoing Service Interactions
  • Service Interactions Based on Architecture
  • Service Requests
  • Service Desk Interactions
  • Moments of Truth
  • Intelligent Disobedience
  • Customer and User Feedback
  • Nurturing User Communities
  • Super users
  • Service Request Management Practice
  • Service Request Management Practice – Success Factors
  • Service Value Realization
    • Service Value Realization
    • Value Realization
    • Realizing Service Value in Different Settings Part One
    • Realizing Service Value in Different Settings Part Two
    • Tracking Value Realization
    • Tracking Performance Output and Outcome
    • Value Driver Framework Model
    • Service Profit Chain
    • Tracking Experience and Satisfaction
    • Ways to Monitor Customer Experience
    • Tracking Service Usage
    • Assessing and Reporting Value Realization
    • Two Levels of Assessing and Reporting Value Realization
    • Evaluating Value Realization and Improving Customer Journeys
    • Sources of Continual Improvement
    • Tracking Assessing and Evaluating Outcomes
    • Charging
    • Billing
    • Portfolio Management Practice
    • Portfolio Management Practice – Success Factors

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ITIL® 4 DSV Course Benefits

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Benefits You Will Access Why Infosec Train

Student-infosectrain Certified & Experienced Instructors
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1. What are the prerequisites for this course?
Participants must possess the ITIL 4 Foundation Certification before enrolling for this ITIL 4 Drive Stakeholder Value module.

2. What is the format for the ITIL 4 Specialist: Drive Stakeholder Value certification exam?
ITIL 4 Drive Stakeholder exam is a closed book exam consisting of 40 multiple choice questions to be attempted in 90 minutes. Participants must get 28 out of 40 marks (70%) in order to qualify the exam.

3. What are stakeholders of value in ITIL 4?

Any person or professional who has a direct or indirect interest in a project, organization, IT service is called a stakeholder. For example, customers, employees, partners, owners and shareholders can all be considered as stakeholders.

4. What are the 4 types of stakeholders?
The 4 primary stakeholders can be – customers, employees, investors and suppliers.

5. Are there any sample exams available for the ITIL 4 Specialist: Drive Stakeholder Value training?

The ITIL 4 Drive Stakeholder Value course at Infosec Train ensures that you get ample practice to qualify ITIL 4 Drive Stakeholder Value in one attempt. Therefore, a set of sample exams, mock tests and huge practice material is available for our learners.