The ITIL 4 Specialist: Drive Stakeholder Value (DSV) certification focuses on aligning IT services with the needs and expectations of stakeholders to deliver value.
This certification covers key concepts such as customer experience (CX), service level agreements (SLAs), customer journey mapping, and value co-creation.
Completion of the ITIL 4 Foundation certification, Familiarity with IT service management (ITSM) concepts, Experience in CRM
Skills Gained
Understanding of stakeholder management techniques
Ability to identify and analyze customer needs and expectations
Skills in designing and managing service offerings
Knowledge of customer journey mapping and experience design
Expertise in value co-creation and service value streams
Audience
IT professionals involved in service delivery and management
Service desk managers and supervisors
Customer service representatives
IT consultants and advisors
Anyone interested in IT service value management
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