ITIL® 4 Specialist Drive Stakeholder Value (DSV) with exam

Price
Net €
VAT €

Price
Price on Request

Duration
3 days

For companies and job seekers:
this course is 100% fundable!

Location

Course Language
German

Training Solutions
Connected Classroom

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Successful service organizations think in terms of relationships, results, and added value. Systematic stakeholder management connects IT, business, and customers on a common value basis.

Key topics

Analysis of needs and demand.
Co-creation of services.
Service experience and journey optimization.
Performance measurement and reporting.
Governance and risk in the service context.

Prerequisite
ITIL^® 4 Foundation and experience in IT service management or related roles.

Target group
IT managers, service managers, project managers, consultants in the field of digitalization.

Focus on sustainable value creation, data-based control, and AI-supported service processes strengthens the role of IT as a strategic business partner in the digital environment.

_{Booking any ITIL^® course requires participation in an exam. The cost of the exam is already included in the course price.}
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Course content

Customer journeys

Understanding the customer journey
Designing and optimizing the journey

Markets and stakeholders

Recognize market characteristics
Applying marketing techniques
Understanding customer needs and influencing factors
Identify service providers and explain their value

Relationships with stakeholders

Maturity and mutual willingness
Knowledge of supplier and partner relationships
Development of customer relationships
Analysis of customer needs
Communication and collaboration
Maintaining relationships through relationship management
Supporting partnerships through supplier management

Demand and service

Digital service through user-centered, data-driven design
Sales and procurement approaches for services
Needs assessment and opportunity management
Requirements gathering, specification, and prioritization
Business analysis to support requirements and service design

Expectations and performance

Planning joint value creation
Clarify benefits, guarantees, and experience in services
Use service level management to support expectations

Customers and users

Understanding transitions and processes
Management of user relationships
Knowledge of authorizations and permissions
Promoting skills among customers and users
Creation of onboarding and offboarding plans
Development of user engagement channels
Use of the service catalog for service delivery
Application of service desk practices for support

Value creation

Process user requests
Identifying user needs
Build user communities
Managing customer feedback
Promoting a service-oriented attitude
Utilize different service approaches
Managing important interactions
Applying service request management

Value of a service

Measuring service usage and satisfaction
Understanding fee mechanisms
Evaluating service value
Analyzing and optimizing the customer journey
Using portfolio management to increase value

Your training will be 100% funded

Our funding schemes are available exclusively to participants who live or work in Germany. Funding is not available outside Germany.

For career starters, job seekers, career changers, startups, experienced professionals, those looking to advance their careers, specialists, etc.

The QCG program for everyone in the company

Further information

The education voucher for all job seekers

Further information

Frequently asked questions

What is ITIL® 4 Drive Stakeholder Value (DSV)?

ITIL^® 4 Drive Stakeholder Value is a module of the ITIL^® 4 Specialization. It focuses on methods for designing value-oriented services, managing customer relationships, and improving the service experience.

Who is this ITIL® 4 specialization suitable for?

The module is relevant for IT service management professionals, service owners, service managers, consultants, and those responsible for customer relations and service quality.

What topics does ITIL® 4 Drive Stakeholder Value cover?

The focus is on customer journey, service relationship management, stakeholder communication, and methods for increasing service quality and customer satisfaction.

What are the requirements for participation?

The ITIL^® 4 Foundation certificate is required. Basic knowledge of IT service management and practical experience in the service environment are also helpful.

What are the benefits of ITIL® 4 DSV certification?

The qualification strengthens skills in stakeholder management. It teaches strategies for designing value-oriented services, improving the customer experience, and developing sustainable services.

What role does stakeholder value play in IT service management?

Stakeholder value describes the benefits that customers and organizations derive from services. The focus is on long-term relationships, transparent communication, and measurable service results.

How does the ITIL® 4 DSV exam work?

The exam is taken after the training course as an official ITIL^® 4 certification exam. It assesses understanding of service value creation, stakeholder relationships, and practical application of ITIL^® practices.

What career opportunities does ITIL® 4 DSV certification open up?

This qualification is in demand in roles such as service manager, customer success manager, IT consultant, or service delivery manager. It is particularly relevant for organizations with highly customer-oriented IT services.

Do you have any further questions? Please contact us.

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