ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) : ITIL-DSV

  • Exam Code: ITIL-DSV
  • Exam Name: ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV)
  • Updated: Jun 11, 2026
  • Q & A: 82 Questions and Answers

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About ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) : ITIL-DSV Exam

ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) pdf study material

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ITIL ITIL-DSV Exam Syllabus Topics:

TopicDetails
Topic 1
  • Customer Experience Management: In this module, IT service managers and customer experience professionals will gain a deeper insight into the principles of creating and sustaining a positive customer experience. It focuses on strategies to ensure that services are designed and delivered with the customer as the central focus, thereby enhancing overall satisfaction.
Topic 2
  • Customer Journey Mapping: This module provides customer experience professionals and service designers with the tools to map the customer journey. It involves identifying critical touchpoints, pinpointing pain points, and discovering opportunities for enhancing the customer experience, leading to improved service outcomes.
Topic 3
  • Service Level Management: This module equips IT service managers and service level managers with the skills to establish, monitor, and report on service levels to ensure they meet stakeholder requirements and agreements.
Topic 4
  • Understanding Stakeholder Needs and Expectations: This module guides IT service managers and professionals in identifying, assessing, and prioritizing the needs and expectations of diverse stakeholders, including customers, employees, partners, and regulators.
Topic 5
  • Service Relationships: This module teaches service relationship managers and IT professionals how to effectively manage relationships with various stakeholders, including customers, users, suppliers, and partners. It emphasizes the development of strong, collaborative relationships that are crucial for supporting service delivery and fostering value creation.

Reference: https://www.peoplecert.org/browse-certifications/it-governance-and-service-management/ITIL-1/itil-4-specialist-drive-stakeholder-value-2812

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