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Home > ITIL > ITIL 4 Managing Professional > ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) certification

ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) : ITIL-DSV

ITIL-DSV

Exam Code: ITIL-DSV

Exam Name: ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV)

Updated: Jun 01, 2026

Q&A Number: 82 Q&As

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ITIL ITIL-DSV Exam Syllabus Topics:

TopicDetails
Topic 1
  • Customer Journey Mapping: This module provides customer experience professionals and service designers with the tools to map the customer journey. It involves identifying critical touchpoints, pinpointing pain points, and discovering opportunities for enhancing the customer experience, leading to improved service outcomes.
Topic 2
  • Service Relationships: This module teaches service relationship managers and IT professionals how to effectively manage relationships with various stakeholders, including customers, users, suppliers, and partners. It emphasizes the development of strong, collaborative relationships that are crucial for supporting service delivery and fostering value creation.
Topic 3
  • Customer Experience Management: In this module, IT service managers and customer experience professionals will gain a deeper insight into the principles of creating and sustaining a positive customer experience. It focuses on strategies to ensure that services are designed and delivered with the customer as the central focus, thereby enhancing overall satisfaction.
Topic 4
  • Service Metrics and KPIs: In this module, IT service managers and performance analysts will learn how to define and utilize key performance indicators (KPIs) and metrics to measure, report, and enhance service performance.
Topic 5
  • Service Level Management: This module equips IT service managers and service level managers with the skills to establish, monitor, and report on service levels to ensure they meet stakeholder requirements and agreements.
Topic 6
  • Communication and Collaboration: In the final module, IT service managers and communication specialists will develop the skills needed to foster positive relationships with stakeholders through effective communication and collaboration.
Topic 7
  • Value Co-creation: In this module, IT service managers and business leaders will delve into the concept of value co-creation, learning how value is not merely delivered to customers but is also created collaboratively with them. The module highlights the significance of engaging customers as active partners in the service process.

Reference: https://www.peoplecert.org/browse-certifications/it-governance-and-service-management/ITIL-1/itil-4-specialist-drive-stakeholder-value-2812

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ITIL-DSV Related Exams
ITIL-4-Transition-German - ITIL 4 Managing Professional Transition (ITIL-4-Transition Deutsch Version)
ITIL-4-Specialist-Create-Deliver-and-Support - ITIL 4 Specialist: Create, Deliver and SupportExam
ITIL-4-Transition - ITIL 4 Managing Professional Transition
ITIL-4-Transition-JPN - ITIL 4 Managing Professional Transition (ITIL-4-Transition日本語版)
ITIL-DSV-JPN - ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) (ITIL-DSV日本語版)
Related Certifications
ITIL 4
ITIL Foundation Certification
ITIL 4 Strategist
ITIL Practitioner Certification
ITIL Foundation Level
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