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ITIL® 4 Specialist: Drive Stakeholder Value

ITIL 4 Specialist: Drive Stakeholder Value

SKU: 5776
Format: 180 days online access
  • Follow-up to the ITIL® 4 Foundation course.
  • Study duration: 18 hours across 9 modules.
  • Suitable for practitioners responsible for managing and fostering relationships with stakeholders.
  • A key component of the ITIL 4 Managing Professional stream.
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Price: £785.00
ex. VAT
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Course overview

Course overview

The ITIL 4 Specialist: Drive Stakeholder Value course offers a follow-up to the concepts introduced in the ITIL 4 Foundation course. The course comprises nine modules that focus on the engagement and interaction between a service provider and its customers, users, suppliers and partners. It provides the tools to allow candidates to understand how their organisation can increase stakeholder satisfaction by converting demand into value via IT-enabled services, through insight into customer journeys, defining service offerings, knowing how to ensure continual value co-creation, and realising and validating service value.

This course includes the ITIL® 4: Drive Stakeholder Value official publication in e-book format.

Are there any prerequisites for this course?

  • Candidates must hold the ITIL 4 Foundation Certificate and be able to demonstrate that they have undertaken accredited training before taking the ITIL DSV exam.
  • This course is provided by ITSM Zone, an AXELOS ATO (Accredited Training Organization).
  • ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Course details

Modules and lessons covered 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.


ITIL® 4 Specialist: Drive Stakeholder Value online exam

  • Delivery method: Online, webcam proctored.
  • Duration: 90 minutes
  • Questions: 40
  • Format: Closed book, multiple choice
  • Pass mark: 70%

What qualifications will I receive?

ITIL 4 Specialist: Drive Stakeholder Value

How will I receive my exam results and certificates?

Provisional exam results will be available immediately after completing the exam. Confirmed exam results will be issued within ten working days from the date of the exam.

Certificates for those who have achieved a passing grade will be issued within ten working days from the date of the exam.

Results notifications and certificates are sent directly to candidates by the relevant exam board in electronic format; please note that hard-copy exam certificates are not issued.

Can exams be retaken?

Yes, if you are unsuccessful on the first attempt you can retake the exam for an additional fee.



After you have completed your order, we will supply ITSM Zone with your email address and details of the course you have purchased. You will receive a welcome email from ITSM Zone within one working day containing instructions and important information about the online course you have purchased from us.

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