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ITIL® 4 Specialist: Drive Stakeholder Value
About the Certification
The ITIL® 4 Specialist: Drive Stakeholder Value (DSV) is an advanced professional certification within the ITIL® 4 framework, accredited by the official governing body AXELOS. It focuses on maximizing stakeholder value by effectively managing services and enhancing the customer experience.
The certification aims to help learners understand customer and stakeholder needs, design service journeys, manage demand and relationships, and ensure continuous value delivery throughout the service lifecycle. It covers key concepts such as customer interaction, agreements and contracting, expectation management, and value measurement—making it ideal for service managers, relationship managers, customer experience teams, and IT professionals. It is also a key component for working professionally in enterprise environments that prioritize value and stakeholder satisfaction.
Main Curriculum
The curriculum is divided into five major parts
- Customer Journey & Stakeholder Value
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- Customer journey concept
- Creating stakeholder value
- Understanding customer needs and expectations
- Demand, Opportunity & Value Co-Creation
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- Managing demand and opportunities
- Co-creating value
- Turning expectations into outcomes
- Stakeholder Engagement & Relationships
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- Identifying stakeholders
- Building and managing relationships
- Trust and continuous collaboration
Exam Details :
- Exam Duration: 90 minutes
- Number of Questions: 40 questions
- Question Type: Multiple-choice
- Language: English
- Service Design, Delivery & Support
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- Customer-focused service design
- Service delivery and support
- Improving user experience
- Passing Score: 70% (28/40 correct)
- Exam Fee: $840, may vary by country, and taxes may apply in some regions
- Certification Validity: 3 years
- Measurement, Feedback & Improvement
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- Measuring customer satisfaction
- Collecting and analyzing feedback
- Continuous improvement of services and relationships
Do I need any certifications before it ?
Not at all.
However, it is recommended to have a good understanding of IT service management, stakeholder management, customer experience, and value management.
Which certifications are recommended after this one ?
It is not mandatory.
However, if you need a strong professional track in managing stakeholder experience and maximizing service value, the ITIL 4 Specialist: Drive Stakeholder Value certification is the strongest solution.
What are the main uses of the ITIL® 4 Specialist : Drive Stakeholder Value certification ?
- ITIL® 4 Managing Professional (MP) To continue the professional operations track and focus on delivering value through services.
- Customer Experience (CX) & Service Design To design customer-centric services and improve stakeholder experience.
- Business Relationship Management (BRM) To build strong partnerships between IT and the business and achieve strategic alignment.
- Service Level & Experience Management (SLM / XLA) To shift from traditional performance measurement to measuring user experience and delivered value.
- Value Stream & Journey Mapping To understand customer journeys and improve value streams from demand to delivery.
- Service Relationship Manager / CX Lead To move into roles focused on relationships, value, and stakeholder experience.
Specialized Professionalism in Delivering Stakeholder Value :
This certification is an advanced step focused on stakeholder experience and maximizing the value delivered to them. It strengthens your ability to manage relationships, improve customer journeys, and ensure services align with business expectations qualifying you to build successful partnerships and support sustainable service delivery professionally.
Who is this certification suitable for ?
- Working in IT Service Management or Customer Experience.
- A Service Manager, Account Manager, or Business Relationship Manager.
- Dealing with Value Streams and Customer Journeys.
- Planning to grow your career in Service Delivery or Service Design.
- Interested in improving customer experience and relationship management.