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    ITIL® 4 Specialist: Drive Stakeholder Value (DSV) E-Learning | English

    Study the tools and techniques which can optimize value as part of daily IT service management (ITSM) practices

    Included in Training Price:

    • 3 months access to the MaxLearning Academy
    • 16+ hours of online training content
    • Access to the Maxpert Academy's Social Communication Channels
    • Accessible through multiple devices
    • 12 PDUs für PMI-Zertifizierte 

    Training Price from: € 240,- VAT excl.
    Exam fee: € 370,- VAT excl.


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    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.


    All those who manage customers and users, who have the customer journey firmly in mind and want to improve their experience
    All those who want to manage and realign the cooperation and coordination with suppliers and partners
    Everyone who designs, plans, reviews and optimizes products and services or is responsible for the transfer, release and validation of new products and services
    IT-Manager, Continuous Improvement Manager, Change Manager, Capacity Manager, IT Operations Manager, Cloud Architect
    IT professionals who want to find out about the possibilities for service improvement because ITIL is already used in their organization

    Learning Objective

    Businesses these days invest a great deal of time and money in IT management, but what about ‘IT governance’? This refers to the practice of ensuring that IT is doing all it can to support larger, more long-term business objectives. Indeed, if IT is being optimized in a way that does not create a better experience for users, partners, customers, and suppliers, then any so-called gains will be virtually ephemeral.

    ITIL 4 Specialist: Drive Stakeholder Value (DSV)’ is an ITIL 4 module which looks at how services can be governed in a way that creates as much value as possible for different stakeholders. Learners will study several tools and techniques which can optimize value as part of daily IT service management (ITSM) practices. Successful students will be fully prepared to help ensure that IT is not only managed for the sake of efficiency, but also creating more reliable and high-quality services for customers, users, and other essential stakeholders.


    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.

    PMI® Re-certification | PDUs

    Maxpert GmbH is an authorised training partner of PMI

    Participants who are PMI-certified will receive PDUs for participating in the ITIL 4 Specialist: Drive Stakeholder Value-Training e-Learning as part of their PMI-Re-certification.

    Zertifizierung Ways of Working Power Skills Business Acumen Gesamt
    PMP®, PgMP® und CAPM® 4 2 6 12
    PMI_ACP® 1 2 6 9
    PMI_RMP® 2 2 6 10
    PMI_SP® 0 2 6 8
    PfMP® 0 2 6 8
    PMI_PBA® 0 2 6 8


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    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.

    Exam language


    Examination institute


    Training Price/€ Offer / Booking
    ITIL® 4 Specialist: Drive Stakeholder Value (DSV)  E-Learning - Englisch (3 Monate Zugang zur Maxpert Akademie) 240,00


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