The ITIL 4 Specialist: Drive Stakeholder Value (DSV) training focuses on the customer journey, stakeholder experience, and value co-creation through digital services. It provides practical guidance on how to engage, interact, and ensure value for customers, users, suppliers, and partners across all stages of the relationship.

This is one of the intermediate modules for ITIL 4 Managing Professional and ITIL 4 Master, deepening the knowledge introduced in ITIL Foundation by exploring how organizations actively contribute to effective service experiences.

This training covers essential topics such as customer journey design, demand management, SLAs, onboarding, continual engagement, co-creation, and offboarding.

This training will help you:

• Understand and improve the customer journey
• Build effective relationships with stakeholders
• Manage expectations and service agreements
• Facilitate the onboarding and offboarding of customers and users
• Increase the value delivered through continual engagement
• Utilize practices like Design Thinking, CX, and experience management
• Apply marketing, sales, relationship, and communication principles within the context of IT services