ITIL® 4 Specialist: Drive Stakeholder Value Certification Course
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Overview
The ITIL® 4 Specialist: Drive Stakeholder Value (DSV) Certification focuses on customer experience, stakeholder engagement, and value co-creation within modern IT service management environments. The course explores how organisations can strengthen relationships with customers, partners, suppliers, and users while improving service quality and communication.
Learners will examine methods for understanding stakeholder expectations, improving customer journeys, managing service relationships, and measuring service performance. The course also explores communication, collaboration, service level management, and continual improvement strategies that contribute to positive stakeholder experiences.
This qualification supports professionals involved in service delivery, customer-facing operations, stakeholder management, and service relationship activities. Through official learning materials and structured eLearning resources, learners will develop a broader understanding of value creation across the service lifecycle.
The course was audited and updated on: 18th May, 2026
Key Learning Outcomes
- Understand stakeholder needs and expectations
- Learn customer experience management approaches
- Explore value co-creation within service environments
- Understand service relationship management
- Learn service level management techniques
- Develop awareness of customer journey mapping
- Explore service performance metrics and KPIs
- Understand communication and collaboration strategies
Why You should Choose One Education as an ATO
As an Accredited Training Organisation (ATO), One Education provides a complete learning package, including:
- Official PeopleCert accredited training
- Official exam voucher included
- Take2 exam re-sit option included
- Access to PeopleCert official eBook and learning materials
- Tutor support throughout the study period
- Flexible self-paced and live online learning options
- One-year access to learning materials
- Progress tracking and downloadable study resources
Study Formats
One Education offers two flexible study options:
Self-Paced Online Learning
- 24/7 access to official learning materials
- Official eLearning materials include, but are not limited to case studies and practical exercises.
- Study from any location at your own pace
- One-year course access
- Tutor support available throughout the course
Live Online Classes
- Instructor-led live virtual sessions
- Interactive discussions and collaborative learning
- Structured study schedule
- Access to class recordings for revision
Important Note for Live Classes: Live sessions are scheduled once a cohort reaches at least 10 learners. If you select Live Class delivery, your session will be scheduled within 30 days of enrollment. If a cohort cannot be formed within 30 days, you may choose either a full refund or transfer to Self-Paced Online Learning with any price difference refunded.
Entry Requirements
To enrol in this course and sit for the exam, you must have:
- ITIL v3 certification or
- ITIL 4 Foundation or
- ITIL 4 Managing Professional Certificate
As this is an advanced ITIL qualification, PeopleCert requires candidates to complete any of the above accredited training through an Authorised Training Organisation (ATO) or official PeopleCert eLearning before certification can be issued.
Registration & Exam Process
After enrolment, you will receive access to the PeopleCert portal along with an exam voucher valid for one year. You can book your online proctored exam at any time during this period through the PeopleCert platform, with 24/7 scheduling availability.
The exam is monitored live by a PeopleCert proctor via webcam and screen sharing. Candidates must have a stable internet connection, valid ID, and a suitable exam environment that meets PeopleCert requirements.
Exam Format
- Format: 40 multiple-choice questions
- Duration: 90 minutes
- Passing Score: 70% (28 out of 40 correct answers required)
- Exam Type: Closed book
- Delivery: Online proctored through PeopleCert
Provisional results are usually available immediately after the exam.
Take2 – Exam Re-Sit Option
This course includes the Take2 exam re-sit option at no additional cost. If you do not achieve a passing score on your first attempt, Take2 allows you to retake the exam within 6 months without paying another exam fee.
Certification
After successfully passing the exam, PeopleCert issues a digital certificate directly to learners within approximately 3–5 business days.
Note: One Education does not issue certificates for this course – all certification is handled directly by PeopleCert as the official examination institute.
Frequently Asked Questions
The DSV module focuses on stakeholder engagement, customer journey mapping, service relationships, and co-creating value.
It is designed for Service Managers, Business Relationship Managers, customer experience professionals, and those managing stakeholder relationships.
Candidates must have the ITIL 4 Foundation certification.
The course covers customer journey design, SLA management, onboarding, user engagement, service consumption, and value realisation.
Yes. This course includes the official PeopleCert certification exam with the course.
Course Curriculum
| Introduction | |||
| Customer Journeys and Experience Design | |||
| Fostering Stakeholder Collaboration | |||
| Demand and Service Consumption Management | |||
| Continuous Engagement and Customer Feedback | |||
| Course Review & Exam Preparation |