ITIL® 4 Specialist: Drive Stakeholder Value (DSV)
- World’s most widely used ITSM framework
- Accredited by PeopleCert
- 91% average first-time pass rate
- Expert tutor support
- Credits awarded: 3
- Exam simulator and revision modules
About the Course
This course is designed with value in mind. Learners will study various processes that are used to optimize the experiences of customers and other stakeholders. These include the design of ‘Service Lever Agreements (SLA)’, as well as journey mapping for customer and user experiences (CX and UX),
The ITIL 4 DSV module is part of the ITIL Managing Professional (MP) stream. In order to sit the ITIL 4 DSV exam, a student must first show proof of having obtained the ITIL 4 Foundation qualification. By the end of this course, students will be fully prepared to sit and pass the ITIL 4 Drive Stakeholder Value (DSV) examination.
Course Outline
An Introduction to ITIL 4 Specialist: DSV
This introductory module looks at the rationale behind the course and provides an overview of the DSV syllabus. After having a lesson plan outlined, students will receive exam information, refresher exercises (for ITIL 4 Foundation), FAQs, a diagram pack, toolkit, skill self-audit form, glossary, workbook, and list of further resources. They will also be introduced to the subject matter experts of the course.
Module 1: Global Best Practice
This module examines the key principles behind ITIL DSV.
Module 2: The Customer Journey
This module looks at how to map, design, measure, and improve customer journeys. It also examines how to identify stakeholder aspirations, as well as touchpoints and service interactions.
Module 3: Explore
This module examines how service consumers and providers, along with their respective needs, can be identified by ITIL practitioners. Students will also learn how to identify and describe target markets.
Module 4: Engage
This module is designed to show students how to communicate, collaborate, manage suppliers and partners, and build essential service relationships. Students will also learn how to define different types of service relationships.
Module 5: Offer
This module teaches students how to perform tasks relating to demand and opportunity management, as well as designing service offerings and user experiences, selling and obtaining service offerings, and specifying and managing customer requirements.
Module 6: Agree
This module demonstrates how ITIL practitioners agree and plan value co-creation. It also looks at how to negotiate and agree on services.
Module 7: Onboard
This module shows students how to describe key activities in the onboarding process. These include how to provide engagement and delivery channels for users, as well as how to relate to users and foster relationships, elevate mutual capabilities, enable users for services, and offboard users and customers.
Module 8: Co-create
This module demonstrates how to foster a service mindset, along with how to describe ongoing service interactions while also nurturing user communities.
Module 9: Realise
This module shows students how to realize and track service value in different settings. Students then look at how to assess, report on, and evaluate value realization, as well as how to realize value for service providers and improve customer journeys.
Module 10: Practice Exams
This module provides students with a practice exam to help them prepare for the official ITIL Specialist: Drive Stakeholder Value (DSV) certification examination.
Module 11: Course Wrap-Up
This module wraps up the course. Students are provided with knowledge checks on the course content to help them prepare for the exam.
Assessment
This course comes with a FREE voucher that can be used to take the official ITIL Specialist: Drive Stakeholder Value (DSV) certification exam. The exam itself can be taken online via a service provided by PeopleCert. Learners can contact the Orbus support team to request vouchers.
To take the exam, students must provide proof that they have achieved one of the following qualifications:
- ITIL 4 Foundation
- ITIL V3 Foundation (+17 intermediate credits)
Exam format:
- The exam has a time limit of 90 minutes (1.5 hours)
- This Objective Test Question (OTQ) exam consists of 40 multiple-choice questions
- The exam is closed-book
- Students must answer at least 28/40 questions correctly (a score of 70% or more) to pass
- In countries where English is a second language, students will have 113 minutes to complete the exam
Please ensure your device meets the system requirements before booking your exam. You can do so via this online test. Please visit the PeopleCert website for more information and guidance.
Benefits for Individuals
This course demonstrates how IT creates value outside of internal operations, enabling ITIL 4 practitioners to deal with the business aspects of IT with greater clarity and certainty. This, in turn, can better-qualify them for upper-tier management roles, as well as positions that see them liaise directly with stakeholders. At the same time, they will also gain a mastery of how to assess services and value streams and pick out areas for improvement.
Becoming certified in ITIL 4 is an excellent career stepping stone for ITSM managers and staff. Not only can it help them unlock higher responsibilities within their own businesses, but it can also qualify them for even greater career and networking opportunities elsewhere.
Benefits for Organizations
When it comes to designing, creating, maintaining, and improving IT-powered products and services, value is just as important as efficiency. Your operations may be perfectly streamlined, but if they are not focused on catering to the needs of end-users, you will inevitably suffer from reduced ROIs, as well as lost business. By teaching your ITSM managers and team members to focus on creating value, you will be able to enjoy a far more profitable environment overall.
This course was designed with input from highly experienced subject matter experts who boast years of knowledge in how to successfully implement the tools and best practices of ITIL. As well as preparing for the ITIL DSV exam, students will also learn how to apply their new knowledge in practice, enabling them to start creating benefits for their organizations as quickly as possible. Good e-Learning also has a world-class support team that is fully prepared to answer questions on course content, ensuring that each learner has everything they need to obtain their ITIL 4 DSV certification.
This course is delivered by Good e-Learning who are the accredited training provider.
Why Choose Orbus Online Training

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Offline mode to study on the move
Browser & System Requirements
This page carries the minimum browser and system requirements for Orbus eLearning and a few technical limitations we should keep you aware of. For any further questions, contact our support team on support@orbussoftware.com.
Supported desktop and browsers
Minimum
Windows:
Internet Explorer 11
Microsoft Edge*
Mozilla Firefox*
Google Chrome*
Mac:
Safari*
Mozilla Firefox*
Google Chrome*
Mobile
iOS: Default browsers in version 10 and above
Android: Default browser in version 6.0 and above
Recommended
Last two major releases of the recommended browsers.
Supported mobile operating systems
Minimum
iOS 10
Android 6.0
Recommended
Last two major releases of the
recommended operating systems.
PC Users
Minimum
Windows Vista
Recommended
MS Windows 8 (or higher)**
Mac Users
Minimum
OS X 10.5 or higher
Recommended
OSX (Last two major releases)
Internet Download Speed
Minimum
0.768 Mbps
Recommended
1.5 Mbps
Internet Upload Speed
Minimum
0.384 Mbps
Recommended
1 Mbps
RAM
Minimum
1024 MB
Recommended
2 GB
Other Browser Settings
Minimum
JavaScript must be enabled
Cookies must be enabled
Local Storage must be enabled
Please Note:
* Browser
- If the learning management system (LMS) does not open, please check that your browser is not blocking the pop-up.
- Microsoft Edge, Firefox, Chrome and Safari follow a continuous release policy that makes difficult to fix a minimum version. For this reason, following the market recommendation our LMS provider, Docebo, will support only the last 2 major versions of each of these browsers.
** Operating System
Windows XP is no longer supported by its original vendor, Microsoft, but if your organization has internal policies that have extended the use of Windows XP, our LMS provider, Docebo, recommends that your PCs be migrated to MS Windows 8 or above at your earliest convenience. Docebo strongly recommends that clients maintain updated operating systems (both desktop and mobile) aligned to the latest release made available by the respective vendors.
Convince Your Boss Email
Dear [your boss's name]:
I'd like to expand and prove my technical skills by earning a ITIL® 4 Specialist: Drive Stakeholder Value (DSV) Certification. The registration fee is {{course.Price | currencySymbol:course.Currency}}.
When I pass this certification, you'll have proof of my ability to work with ITIL® 4 Specialist: Drive Stakeholder Value (DSV). Orbus Software has training and online resources to help me prepare for the exam. I believe I'll be more effective and productive after achieving this valuable technical certification.
Let me know if you have any questions. In the meantime, you can find out more about this at https://www.orbussoftware.com/online-training/it-service-management/itil-4-specialist-drive-stakeholder-value-dsv/. As you can see, the exam validates skills that are crucial to our team's success.
Thank you for your support,
[your name]