+71k students

ITIL4® Specialist: Drive Stakeholder Value – DSV

Peoplecert Certification Exam Preparation Course

Package:

All-Inclusive Certification Bundle

Video Modules, Study Guides and Mock exams + Voucher for the official exam

Rated 5 out of 5

Reviews

Pass rate 99%

1,190.00 USD

899.00 USD

🇧🇷 Brazilian Portuguese
Duration: 60 hours of Content
Exam Voucher - valid for 1 year
Official Core Guidance eBook (Digital Access via PeopleCert)
Instant Access & 12 Months Validity
Certificate of Completion

Package:

All-Inclusive Certification Bundle

Video Modules, Study Guides and Mock exams + Voucher for the official exam

Rated 5 out of 5

Reviews

Pass rate 99%

€ 1.190,00

€ 899,00 incl. VAT

🇧🇷 Brazilian Portuguese
Duration: 60 hours of Content
Exam Voucher - valid for 1 year
Official Core Guidance eBook (Digital Access via PeopleCert)
Instant Access & 12 Months Validity
Certificate of Completion

🔒 Optional: Take2 Re-sit & Membership available in the next step.

About the course

The ITIL 4 Specialist: Drive Stakeholder Value (DSV) training focuses on the customer journey, stakeholder experience, and value co-creation through digital services. It provides practical guidance on how to engage, interact, and ensure value for customers, users, suppliers, and partners across all stages of the relationship.

This is one of the intermediate modules for ITIL 4 Managing Professional and ITIL 4 Master, deepening the knowledge introduced in ITIL Foundation by exploring how organizations actively contribute to effective service experiences.

This training covers essential topics such as customer journey design, demand management, SLAs, onboarding, continual engagement, co-creation, and offboarding.

This training will help you:

Understand and improve the customer journey
Build effective relationships with stakeholders
Manage expectations and service agreements
Facilitate the onboarding and offboarding of customers and users
Increase the value delivered through continual engagement
Utilize practices like Design Thinking, CX, and experience management
Apply marketing, sales, relationship, and communication principles within the context of IT services

Who Should Attend

This course is designed for professionals directly involved in the customer journey, stakeholder engagement, and value delivery through digital services. It is intended for those working at the interface between the service provider and consumer, responsible for ensuring effective relationships and positive experiences.

Suitable for:

Directors, CIOs, and CTOs
Customer Relationship Managers
Customer Experience (CX) Managers
Support and Customer Service Professionals (Service Desk, Level 1 and 2 Support)
Account Managers and Service Provider Managers
Support and Stakeholder Engagement Managers
Digital Transformation Consultants
Technical Sales and Pre-sales Professionals
Portfolio Managers and SLA Managers
Service Onboarding and Offboarding Specialists
IT Service Marketing Professionals

Certification & Exam

Axelos/PeopleCert Exam Prerequisites:

Completion of the Official ITIL 4® Specialist: Drive Stakeholder Value Course
Official ITIL 4 Foundation Certification

The candidate must take an official course with an accredited company recognized as an ATO (Accredited Training Organization) with an Accredited Trainer.

This course includes the PeopleCert Exam in Portuguese. As mandated by Axelos, the course cannot be sold separately. The Retake (Take2) must be purchased after acquiring the course + exam. With the retake, you guarantee a second chance in case of failure. Visit our FAQ for more details: https://support.pmgacademy.com/kb/if-i-fail-the-exam-can-i-take-it-again-2nd-chance-or-retake/

Exam Format:

Prerequisite: ITIL 4 Foundation Certification
40 questions
Multiple choice
26 out of 40 marks required to pass (65%)
60 minutes
Closed book
Level: Specialist
Available language: Portuguese
Can be used for the 3-year recertification requirement
Designation: ITIL Managing Professional and ITIL 4 Master

About Instructor

15 years of excellence in training with over 71,000 successful students.

Adriano is an ITIL Master, consultant, and author of 6 books, bringing 25 years of experience and more than 50 certifications in IT Management, Security, and Governance. As the leader of
the largest ITSM and DPSM community (+220k subscribers on YouTube), he combines his MBA from FGV—one of the world’s top-tier business schools—with a specialization in Neuroscience
to mentor a global network of over 71,000 students. His mission is clear: to demystify complex management and transform technical knowledge into tangible value and market impact.

Adriano Martins Antonio, ITIL 4 Master

Official translator of the ITIL Foundation (Version 5) Guide

Contents

1.1 The Customer Journey
1.2 Customer Journey Mapping
1.3 Activity 1 – Customer Journey Mapping
1.4 Customer Journey Design
1.5 Measuring and Improving the Customer Journey
1.6 Summary
1.7 Activity 2 – Customer Journey
1.8 Test Your Knowledge

2.1 Customer Journey – Step 1 – Explore
2.2 Understanding Service Consumers
2.3 Understanding Service Providers
2.4 Understanding and Segmenting Markets
2.5 Activity 1 – Understanding and Segmenting Markets
2.6 Activity 2 – Customer Journey Step 1 Explore
2.7 Summary
2.8 Test Your Knowledge

3.1 Customer Journey – Step 2 – Engage
3.2 Types of Service Relationships
3.3 Building Service Relationships
3.4 Building and Sustaining Trust and Relationships
3.5 Activity 1 – Building and Sustaining Trust and Relationships
3.6 Analyzing Customer Needs
3.7 Managing Suppliers and Partners
3.8 Summary
3.9 Test Your Knowledge

4.1 Customer Journey – Step 3 – Offer
4.2 Managing Demand and Opportunities
4.3 Activity – Managing Demand and Opportunities
4.4 Designing Service Offerings and User Experience
4.5 Selling and Obtaining Service Offerings
4.6 Summary
4.7 Test Your Knowledge

5.1 Customer Journey – Step 4 – Agree
5.2 Activity – Customer Journey – Step 4 – Agree
5.3 Negotiating and Agreeing a Service
5.4 Service Level Agreements (SLAs)
5.5 Summary
5.6 Test Your Knowledge

6.1 Customer Journey – Step 5 – Onboard
6.2 Onboarding Planning
6.3 Fostering Relationships with Users
6.4 Providing User Engagement and Delivery Channels
6.5 Enabling Users for Services
6.6 Elevating Mutual Capabilities
6.7 Activity – Elevating Mutual Capabilities
6.8 Offboarding
6.9 Summary
6.10 Activity – Customer Journey – Step 5 – Onboard
6.11 Test Your Knowledge

7.1 Customer Journey – Step 6 – Co-create
7.2 Service Mindset
7.3 Activity – Service Mindset
7.4 Ongoing Service Interactions
7.5 Activity – Ongoing Service Interactions
7.6 Nurturing User Communities
7.7 Summary
7.8 Test Your Knowledge

8.1 Customer Journey – Step 7 – Realize
8.2 Tracking Value Realization
8.3 Assessing and Reporting Value Realization
8.4 Evaluating Value Realization and Improving Customer Journeys
8.5 Realizing Value for the Service Provider
8.6 Summary
8.7 Test Your Knowledge
8.8 About the Exam

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Reviews

Gilber Mejardo

Nokia

March 10, 2026

As an Incident Manager working with the LATAM and NAM markets, this course provided a unique perspective on how I can apply ITIL practices within our BG. It was a very interesting journey that sparked new correlations and productive ideas.