A core module of the ITIL 4 Managing Professional stream — equipping IT professionals with practical skills to manage customer journeys, foster stakeholder relationships, shape demand, and co-create value through design thinking and omnichannel engagement.
ITIL 4 Specialist: Drive Stakeholder Value (DSV) is a core module in the ITIL 4 Managing Professional stream. It covers all aspects of the customer and user journey — from understanding markets and stakeholder needs, through designing compelling service experiences, to onboarding, ongoing engagement, and offboarding. DSV is essential for professionals who manage customer experience, foster strategic partnerships, and co-create value with internal and external stakeholders.
The module integrates Lean, Agile, and design thinking principles with ITIL's service relationship management practices — covering SLAs, user communities, omnichannel management, value realisation tracking, and continual service improvement. ITIL 4 Foundation is the mandatory prerequisite.
Analyse markets using segmentation techniques — characteristic-based and needs-based — to identify and target the right service consumers
Build trusted stakeholder relationships — understand customer needs, value drivers, provider capabilities, and manage suppliers/partners
Design compelling digital service experiences using Lean thinking, Agile methods, user-centred design, and service blueprinting
Collect, specify, and prioritise requirements using MVP, user stories, MoSCoW method, and Weighted Shortest Job First
Foster user relationships through omnichannel management, service catalogues, enablement, and structured onboarding/offboarding
Track and report value realisation — performance, outcomes, user satisfaction, service usage, and continual improvement of customer journeys
IT service managers and account managers responsible for managing customer expectations, relationships, and service agreements
Product owners, UX designers, and business analysts involved in designing and improving digital service experiences
Professionals working toward the ITIL 4 Managing Professional designation who need to complete the DSV module
ITIL v3 certified professionals transitioning to ITIL 4 who work in customer-facing or service engagement roles
Zetlan Technologies delivers expert DSV training covering stakeholder management, customer journey design, SLA negotiation, value realisation tracking, and all 10 syllabus modules with live sessions and exam prep.
Click any module to explore all topics covered in the ITIL 4 Specialist: DSV syllabus.
From market targeting to value realisation — learn the skills to build lasting stakeholder relationships and deliver exceptional service experiences. Get certified with Zetlan Technologies.