ITIL® 4 Specialist: Drive Stakeholder Value Training




Per Participant

Course Description

ITIL® 4 offers enterprises useful and adaptable guidelines to help them on their path toward digital transformation. It provides a comprehensive IT/digital operational model for the management and delivery of tech-enabled products and services and enables IT teams to continue having a substantial impact on the overall business strategy.

ITIL offers a framework for effective IT service management (ITSM) using tried-and-true best practices. A service's development, maintenance, and enhancement are all managed under ITIL. ITIL is always modified by the organizations that embrace it to meet their specific requirements.

ITIL4 Specialist Drive Stakeholder Value is intended for practitioners who are in charge of overseeing and integrating stakeholders, who concentrate on the customer journey and experience, and who are in charge of building connections with partners and suppliers.

This course covers important subjects including SLA design, managing multiple suppliers, communicating with others, managing relationships, CX and UX design, customer journey mapping, and more. Candidates will be given the resources they need to improve stakeholder satisfaction, which is essential for business success in the present cutthroat business environment.

Prerequisites for this training


  • ITIL 4 Foundation
  • Recommended

  • Candidates should have two years of IT service management experience.

Who should attend this course?

  • Relationship managers
  • Account managers
  • Customer experience (CX) managers
  • Service desk managers
  • Service delivery managers
  • Service and Solution Architects
  • Service Level Managers
  • Enterprise Architects
  • Business Analysts
  • Product Owners
  • Marketing Managers
  • Portfolio Managers
  • Project Managers
  • Contract Managers
  • Supplier relationship Managers
  • Vendor Managers
  • Customer experience/User experience Designers
  • Consultants


  • Virtual Live Training
  • Guaranteed to Run

Jun 20, 2023

8:30 am - 4:30 pm EST
  • Virtual Live Training

Jun 26, 2023

11:30 am - 7:30 pm EST
  • Virtual Live Training

Jul 10, 2023

9:00 am - 5:00 pm EST
  • Virtual Live Training

Jul 24, 2023

9:00 am - 5:00 pm EST
  • Virtual Live Training

Aug 07, 2023

9:00 am - 5:00 pm EST
  • Virtual Live Training

Aug 21, 2023

8:30 am - 4:30 pm EST
  • Virtual Live Training

Sep 04, 2023

9:00 am - 5:00 pm EST
  • Virtual Live Training

Sep 18, 2023

9:00 am - 5:00 pm EST
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What you will learn

  • Value propositions
  • Shaping demand
  • Fostering relationships
  • Designing service offerings
  • Keeping engagement channels open
  • Co-creating service experiences
  • Aligning and agreeing expectations
  • Realizing value


  • Understand the concept of the customer journey
  • Understand the ways of designing and improving customer journeys
  • Understand the characteristics of markets
  • Understand marketing activities and techniques
  • Know how to describe customer needs and internal and external factors that affect these
  • Know how to identify service providers and explain their value propositions
  • Understand the concepts mutual readiness and maturity
  • Understand the different supplier and partner relationship types, and how these are managed
  • Know how to develop customer relationships
  • Know how to analyse customer needs
  • Know how to use communication and collaboration activities and techniques
  • Know how the "Relationship management" practice can be applied to enable and contribute to fostering relationships
  • Know how the "Supplier management" practice can be applied to enable and contribute to supplier and partner relationships management
  • Understand methods for designing digital service experiences based on value driven, data driven and user centred service design
  • Understand approaches for selling and obtaining service offerings
  • Know how to capture, influence and manage demand and opportunities
  • Know how to collect, specify and prioritise requirements from a diverse range of stakeholders
  • Know how the "Business analysis" practice can be applied to enable and contribute to requirement management and service design
  • Know how to plan for value co-creation
  • Know how to negotiate and agree service utility, warranty and experience
  • Know how the "Service level management" practice can be applied to enable and contribute to service expectation management (6.3.7, the 'service level management'
  • Understand key transition, onboarding and offboarding activities
  • Understand the ways of relating with users and fostering user relationships
  • Understand how users are authorized and entitled to services
  • Understand different approaches to mutual elevation of customer, user and service provider capabilities
  • Know how to prepare onboarding and offboarding plans
  • Know how to develop user engagement and delivery channels
  • Know how the "Service Catalogue management" practice can be applied to enable and contribute to offering user services
  • Know how the "Service Desk" practice can be applied to enable and contribute to user engagement
  • Understand how users can request services
  • Understand methods for triaging of user requests
  • Understand the concept of user communities
  • Understand methods for encouraging and managing customer and user feedback
  • Know how to foster a service mindset (attitude, behaviour and culture)
  • Know how to use different approaches to provision of user services
  • Know how to seize and deal with customer and user 'moments of truth'
  • Know how the "Service request management" practice can be applied to enable and contribute to service usage
  • Understand methods for measuring service usage and customer and user experience and satisfaction
  • Understand charging mechanisms
  • Know how to assess service value realization
  • Know how to prepare to evaluate and improve the customer journey
  • Know how the "Portfolio management" practice can be applied to enable and contribute to service value realisation
  • FAQs

    You can become a successful ITSM practitioner with the help of the ITIL 4 DSV training. You'll learn the following useful skills:

  • Building relationships with stakeholders
  • Define the services offered.
  • Customers and consumers that are offboarded and onboard
  • Assessing and realizing service value
  • Accept the specifics of the services and align your expectations.
  • Make customer journey designs
  • Ensure ongoing co-creation of value
  • On the ITIL 4 Specialist DSV exam, you'll be tested on these concepts:

  • ITIL 4 Specialist: Drive Stakeholder Value
  • ITIL 4 Specialist: Create, Deliver, and Support
  • ITIL 4 Strategist: Direct Plan and Improve
  • ITIL 4 Specialist: High-Velocity IT
  • Yes. Before enrolling in the ITIL 4 DSV course, you must successfully complete the ITIL 4 Foundation.

    Microtek Learning will prepare you for various ITIL certifications that are relevant to your career, such as ITIL® 4 Managing Professional Transition and ITIL® 4 Strategic Leader.

    The ITIL DSV course would be taught by ITIL-certified teachers with in-depth subject-matter expertise and over ten years of training experience.

    A course completion badge will be given to you once you have finished the ITIL DSV training course offered by Microtek Learning. You can show employers and other organizations that you are an ITIL-skilled professional by putting this badge on your LinkedIn page. You must ace every ITIL specialist exam to earn ITIL certification.

    What Exam Do I Need To Get Certified?

    • ITIL 4 Specialist: Drive Stakeholder Value

    With Microtek Learning, you’ll receive:

    • Certified Instructor-led training
    • Industry Best Trainers
    • Official Training Course Student Handbook
    • Pre and Post assessments/evaluations
    • Collaboration with classmates (not available for a self-paced course)
    • Real-world knowledge activities and scenarios
    • Exam scheduling support*
    • Learn and earn program*
    • Practice Tests
    • Knowledge acquisition and exam-oriented
    • Interactive online course.
    • Support from an approved expert
    • For Government and Private pricing*

    * For more details call: +1-800-961-0337 or Email:

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    I was sceptical at first whether to enrol with Microtek Learning or not, however, I am glad that I did- I got everything that was promised (maybe more). The trainer was very patient and knowledgeable and with his effort and mine, I was able to clear the exam with ease! Keep up the good work everyone.



    • (5)

    I'm really impressed with the storytelling skills of the instructor. She makes the session exciting by keeping things simple and easy to understand.

    Prince N.


    • (5)

    I was recommended the ITIL 4 Foundation course by an IT professional who had completed the same course at Microtek Learning. The training gave me a thorough understanding of service management that I felt I could take back to my job as an IT Project Management and apply it to improve the value of products and services.

    Marsh George


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