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ITIL® 4 Specialist: Drive Stakeholder Value Certification


The ITIL 4 Specialist: Drive Stakeholder Value module is for IT professionals who foster relationships with stakeholders to co-create value.




ITIL Managing Professional - ITIL Specialist: Drive Stakeholder Value

The ITIL 4 Specialist: Drive Stakeholder Value module is for IT professionals who foster relationships with stakeholders to co-create value. Drive Stakeholder Value benefits anyone who manages customer journeys, experiences, or expectations.

The course will help you to:


Examination Format



Course Details

1. Introduction

  • ITIL4 DSV and the Value Chain
  • Drive Stakeholder Value – Introduction

  • Understanding Markets
  • Market Segmentation
  • Characteristic-Based Market Segmentation
  • Needs-Based Market Segmentation
  • Identifying and Analysing Service Consumers

  • Targeting Markets
  • Value Propositions
  • Marketplace and the Marketspace
  • Personalising and Profiling
  • Targeted Marketing
  • AIDA Model
  • Brand and Reputation
  • Sustainability and the Triple Bottom Line
  • Importance of Existing Customers

  • Building of Trust and Relationships
  • Understanding Service Provider Capabilities
  • Understanding Customer Needs
  • Understanding Value Drivers
  • Value Drivers
  • Example of a Value Driver Framework
  • How Service, Services Interactions, Service Offerings, Products and Resources Are Related
  • Assessing Mutual Readiness and Maturity
  • Types of Maturity Assessment in the Engage Step
  • Managing Suppliers and Partners
  • Relationship Management: Service Integrator Activities
  • Supplier Management Practice

  • Specifying and Managing Customer Requirements
  • Roles and Responsibilities
  • Managing Requirements
  • Minimum Viable Product – MVP
  • User Stories and Story Mapping
  • MoSCoW Method
  • Weighted Shortest Job First

  • Designing Service Offerings and User Experience
  • Lean Thinking
  • Agile Product and Service Development
  • User-Centred Design and Service Design Thinking
  • Service Blueprinting
  • Design for Onboarding

  • Selling and Obtaining Service Offerings
  • Pricing
  • Internal Sales
  • External Sales
  • Business Analysis Management Practice

  • From Service Consumer Needs to Agreement
  • SLA Content and Structure
  • Service Level Management Practice
  • Negotiating and Agreeing Service Utility, Warranty, and Experience

  • Relating to Users and Fostering Relationships
  • Fostering Relationships with Corporate Users
  • Fostering Relationships with Individual Service Consumers
  • Providing User Engagement and Delivery Channels
  • Seamless User Journey with Omnichannel Management
  • Examples of Omnichannel Challenges That Have to be Considered by Service Providers
  • Enabling Users for Services
  • Offboarding Customers and Users
  • Customer Offboarding
  • User Offboarding
  • Service Catalogue Management Practice
  • Service Desk Management Practice

  • On-Going Service Interactions
  • Service Requests
  • Service Desk Interactions
  • When Things go Wrong
  • Moments of Truth
  • Intelligent Disobedience
  • Customer and User Feedback
  • Challenges and Solutions for Continual Customer and User Feedback
  • Nurturing User Communities
  • Super-Users
  • Service requests
  • Tracking Value Realisation
  • Tracking Performance, Output, and Outcome
  • Tracking Experience and Satisfaction
  • Tracking Service Usage
  • Assessing and Reporting Value Realisation
  • Evaluating Value Realisation and Improving Customer Journeys
  • Evaluation and Verification
  • Continual Improvement
  • Tracking, Assessing, and Evaluating Outcomes
  • Charging and Billing
  • Portfolio Management
  • Drive Stakeholder Value – Conclusion


Fees Structure : 12500 INR / 150 USD
Total No of Class : 52 Video Class
Class Duration : 62:30 Working Hours
Download Feature : Download Avalable
Technical Support : Call / Whatsapp : +91 8680961847
Working Hours : Monday to Firday 9 AM to 6 PM
Payment Mode : Credit Card / Debit Card / NetBanking / Wallet (Gpay/Phonepay/Paytm/WhatsApp Pay)

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Fees Structure : 18500 INR / 220 USD
Class Duration : 45 Days
Class Recording : Live Class Recording available
Class Time : Monday to Firday 1.5 hours per day / Weekend 3 Hours per day
Technical Support : Call / Whatsapp : +91 8680961847
Working Hours : Monday to Firday 9 AM to 6 PM
Payment Mode : Credit Card / Debit Card / NetBanking / Wallet (Gpay/Phonepay/Paytm/WhatsApp Pay)

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