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Engage stakeholders effectively, strengthen customer experiences, and optimize collaboration
The ITIL® 4 module Drive Stakeholder Value (DSV) provides the essential knowledge to actively shape relationships between service providers and their stakeholders — customers, users, suppliers, and partners. You deepen your ITIL foundation and learn how engagement, interaction, customer journeys, design thinking, and a customer‑centric culture are applied effectively in modern service organizations. As an officially accredited PeopleCert module, DSV is one of the four required components on the path to becoming an ITIL 4 Managing Professional. The online exam can be taken flexibly at a time of your choice.
What our experienced trainers will teach you
- how to build, maintain, and strategically manage stakeholder relationships
- how to design and improve customer journeys
- how to manage expectations, interactions, and service experiences
- how to apply engagement techniques and design thinking approaches
- how a customer‑centric culture is created and which roles it empowers
- how DSV fits into the overall ITIL 4 Managing Professional framework
- how to prepare confidently and successfully for the PeopleCert exam
Your benefits at a glance
- in‑depth knowledge of stakeholder engagement and communication
- practical focus on customer experience and service interaction
- key module for the ITIL 4 Managing Professional certification
- professional understanding of supplier, partner, and service relationships
- ideal exam preparation through accredited content
Seminar Content
Stakeholder Engagement & Relationship Management
- building and maintaining stakeholder relationships
- engagement models and interaction techniques
- expectations, communication, and value propositions
Designing Customer Journeys
- understanding customer‑oriented service experiences
- analyzing and optimizing touchpoints
- customer experience factors in the ITIL context
Design Thinking & Customer‑Centric Culture
- applying design thinking to services
- roles and responsibilities in customer‑focused teams
- establishing a lived customer‑first mindset
Suppliers, Partners & Service Relationships
- actively managing supplier and partner relationships
- identifying value streams and interaction models
- collaboration in complex service ecosystems
Drive Stakeholder Value in the ITIL Career Path
- role of the module within the Managing Professional concept
- integration of DSV with other ITIL practices
- relevance for modern service organizations
Exam Preparation
- exam structure and topic focus
- typical question types
- strategies for successful certification
Target Audience
This training is ideal for:
- aspiring ITIL 4 Managing Professionals
- service owners and service managers
- team leaders in IT service organizations
- IT managers and service delivery leads
- project managers and process managers
- business analysts and consultants
Prerequisites
- successfully completed ITIL® 4 Foundation
Exam Details (PeopleCert)
- Duration: 90 minutes
- Format: 40 multiple‑choice questions (one correct answer)
- Passing score: 28 points (70%)
- Aids: none permitted
- Exam language: German or English
- Mode: online exam via browser (voucher valid for 12 months)
- Certification body: PeopleCert
Seminar Price
- Training: €1,120 per person plus VAT
- Exam fee: €359 per person plus VAT
- Education package: €69 per person plus VAT
- Official e‑book: €69 per person plus VAT
Legal Notice
This course is conducted by SERVIEW GmbH. ITIL® is a registered trademark of AXELOS Limited. All rights reserved.
