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ITIL 4 Specialist - Drive Stakeholder Value Online


Our accredited ITIL 4 Drive Stakeholder Value (DSV) elearning provides all you need to help prepare you for the DSV examination. The DSV qualification provides you with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers and partners, including key CX, UX and journey mapping concepts.

The ITIL 4 DSV qualification is one of the pre-requisites for the designation of ITIL 4 Managing Professional which assesses the candidate’s practical and technical knowledge about how to run successful, modern IT-enabled services, teams and workflows.


This course will take approximately 15 - 20 hours to complete.


  • ITSM managers and aspiring ITSM managers
  • ITSM practitioners who are responsible for managing and integrating stakeholders, focus on the customer journey and experience, and/or are responsible for fostering relationships with partners and suppliers
  • Existing ITIL qualification holders wishing to develop their knowledge

ITIL 4 Online

What's Included

  • 12 months online access to our accredited ITIL 4 DSV course
  • ITIL 4 DSV exam: valid for 12 months from purchase date. Exam must be taken online via remote proctor
  • Full tutor support
  • ITIL 4 DSV exam simulator

Optional extra:

  • Official ITIL 4 DSV manual

More Information


There are two formal prerequisites in order to sit the exam. You must have passed the ITIL 4 Foundation examination and you must attend an accredited training course.


At the end of the course, you will:

  • Understand how customer journeys are designed
  • Know how to target markets and stakeholders
  • Know how to foster stakeholder relationships
  • Know how to shape demand and define service offerings
  • Know how to align expectations and agree details of services
  • Know how to onboard and offboard customers and users
  • Know how to act together to ensure continual value co-creation (service consumption / provisioning)
  • Know how to realize and validate service value


  • Introduction
  • Foundation recap
  • Customer journey
  • Designing the customer journey
  • Explore
  • Engage – Part one
  • Engage – Part two
  • Offer – Part one
  • Offer – Part two
  • Agree
  • Onboard
  • Onboarding practices
  • Co-create – Part one
  • Co-create – Part two
  • Realise
  • Realise - Practices


The ITIL 4 Drive Stakeholder Value (DSV) exam is taken online via remote proctor. For more information about taking your exam and to check the technical requirements please click here. 


  • 90-minute duration
  • Closed book
  • 40 questions
  • Pass mark is 70% or higher – a raw score of 28 marks or above

The remote web proctor solution allows you to take your exams online via Peoplecert, using a webcam, microphone and a stable internet connection. You can schedule your exam in advance, at a date and time of your choice. At the agreed time you will connect with a proctor who will invigilate your exam live.

Before you take the exam

It is your responsibility to ensure you have the correct technical setup before taking your exam. Each of these examining bodies provide different guidance for what's needed, so please check the information under the relevant tab below. You can then test your system before booking your exam.

On the day of the exam, please ensure:

  • You have the required ID available to show the proctor
  • Where applicable provide evidence of any required pre-requisites
  • You are the only person in the room throughout the exam session
  • There is no background noise in the room
  • There is adequate light in the room, but no direct light towards the web camera
  • Your desk is clean


Exams can be taken 24 hours a day, seven days a week. During your exam, you will be connected to a live person who will be there to guide you through the process and assist with any technical issues.

When will I receive my exam results?

A preliminary result will be displayed on screen once you have finished your exam. The official results of your test are issued within 2 business days from the date of the exam. If you pass the exam, along with the official results, you will also receive an e-certificate. Both the official results and the e-certificate will be uploaded to your Peoplecert account.

Technical Requirements

Peoplecert offers its own remote online exam proctoring service. It is your responsibility to check you have the system capability to run the exam. Prior to the exam taking place please ensure you:

Disable any virtualisation software such as VMware, Virtual PC, VirtualBox or Sandbox during the exam. For exam security reasons, the exam shield cannot run through any virtualization software. You should also close any applications that might affect the exam process, such as web browsers, chat, desktop sharing and mail clients applications.

Ensure that your computer meets the following system requirements:

For Windows

  • Windows® 10, Windows® 8.1, Windows® 8, Windows® 7
  • Dual-core 2.4GHz CPU or faster with 2GB of RAM (recommended)
  • Active Full-Time/Broadband internet connection of at least 4Mbps
  • 16-bit monitor (at least 15") with screen resolution 1024 x 768 or higher
  • Speakers and microphone (the use of headsets is only allowed during onboarding)
  • Keyboard and mouse or other pointing device
  • A single web camera (embedded or external) you can rotate

For Mac

  • macOS Yosemite (10.10), El Capitan (10.11), Sierra (10.12) or High Sierra (10.13)
  • Mac compatible web camera and microphone (for Mac Mini and Mac Pro)
  • Active Full-Time/Broadband internet connection of at least 4Mbps
  • Keyboard and mouse or any other pointing device
  • Speakers and microphone (the use of headsets is only allowed during onboarding)

Peoplecert also provide online proctored exam candidate guides. For the macOS guide click here. For the windows guide click here.

Exam cancellations and transfers

If you wish to reschedule your exam at any point please contact us. Please be aware that charges may be applicable for cancellation or transference, we will advise what these are upon request. You cannot extend a voucher or code that has already expired. Instead you will need to repurchase at full RRP.

Accredited ITIL® training is provided by ILX Group plc - London, accredited by PeopleCert. 

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