ITIL 4 - Drive Stakeholder Value

04-06 October 2021


The ITIL Specialist Drive Stakeholder Value training course is 1 of 5 individual courses required to be recognised as an ITIL 4 Managing Professional (MP).

(If you are already an ITIL v3 Expert or hold 17 or more ITIL credits, you may attend the ITIL 4 Managing Professional Transition (MPT) course to fast-track your way to being recognised as an ITIL 4 Managing Professional).

This 3 day course will enable candidates gain an understanding of the different types of interactions between service providers, their customers, their users, their suppliers and their partners.

As well as focusing on interactions and engagements, the DSV course explores how demand should be converted into value through IT-enabled services, and looks closer at the customer journey.

During the training candidates will be provided with the necessary skills to increase stakeholder satisfaction, which is big factor to ensuring successful business outcomes.

ITIL 4 – DSV will benefit IT practitioners who have undertaken ITIL 4 Foundation and wish to learn more about interacting with different stakeholder groups to influence and improve the overall customer experience. Course delegates will receive an e-book with all the course-ware materials before the start of the course.

Virtual Course Times:  9am – 4pm UK time, with at least two 15minute comfort breaks plus an hour lunch break each day.

Pricing includes the exam fee – candidates can sit the exam remotely up to 12 months after the date of the course.

The ITIL 4 certification scheme:

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Virtual Course

Virtual Course

This is a fully interactive, instructor-led training experience hosted through SDI’s online training portal. Each delegate is provided with all of the resources and workbooks they need plus a collaborative workspace where they can share ideas with fellow delegates.

The live online training is delivered by a specialist SDI trainer who will guide delegates through the easy-to-use virtual training environment making sure every attendee is comfortable with the tools and environment.

Accredited Trainer: John Noctor, ITIL Expert,  Service Management & Best Practice Consultant, Trainer, Service Desk Certification Auditor.

Who is the course for?

The course would suit any of the following people: 

• People involved with Customer and User Experience (CX)
• Service Delivery Managers
• Service Desk Managers
• Systems Engineers
• Infrastructure Engineers
Software Engineers
• Software Developers
Solutions Architects 

To qualify for the ITIL 4 Drive Stakeholder Value qualification, candidates will need to have hold a valid ITIL 4 Foundation certificate. 

Exam info

About the Exam

• The Exam is always completed online

• Your Exam voucher is included in the price of this course.

• Exam vouchers allow a delegate to book the exam whenever they want, within 12 months.

• Exam lasts for 90minutes and consist of 40 multiple choice questions. The pass mark is 28 out of 40.

Examination results will be withheld for candidates until the correct prerequisite information is provided to our exam institute, PeopleCert.

Learning Outcomes

As part of the course, delegates will learn to:

  • Influence customer demand
  • Effectively manage stakeholders and articulate their service expectations
  • Develop and maintain effective relationships with stakeholders through timely and well-crafted communications
  • Encourage a culture of collaboration and transparency
  • Ensure high customer satisfaction levels
  • Optimise the customer experience

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