After the course you will shape the relationship between an IT provider and its customers deliberately: find out what different stakeholders expect, map customer journeys, agree service levels that reflect real needs, and make the value of a service visible. You will also use feedback in a targeted way to improve. It suits you if you work at the interface between IT and business units, customers or suppliers and already hold ITIL 4 Foundation.
What you’ll take away.
- Identify and prioritise the needs of customers, users, partners and regulators
- Map customer journeys, including touchpoints and pain points, and improve them
- Build service relationships and agree, measure and report on service levels
- Co-create value with customers and turn feedback into improvements
Your training in detail
- Who is it for?
- Professionals in service management, account management, business relationship management and supplier management, and anyone working towards ITIL 4 Managing Professional.
- Prerequisites
- PeopleCert requires an ITIL v3 certificate, ITIL 4 Foundation or the ITIL 4 Managing Professional Certificate.
- Format & planning
- Standard length: 3 training days. A different length can be arranged for companies.
Agenda: from understanding to application
Our independently developed agenda proposal. Focus areas, lab environment and scope are agreed before booking.
The customer journey: steps from demand to renewal
Understanding markets and stakeholders, gathering requirements
Building service relationships and trust
Designing offerings and agreeing service levels
Onboarding, collaboration in live operation and using feedback
Measuring value and exam practice
For a cloud service from a fictional provider, you sketch a business customer's journey, find three critical touchpoints and write matching service level targets.
Exams, licences & credentials
The course prepares you for the PeopleCert ITIL 4 Specialist: Drive Stakeholder Value exam (40 questions, 90 minutes, closed book). The exam and its fees are included only if the offer explicitly confirms this. PeopleCert releases results only with proof of training from an accredited training organisation or the official ITIL eLearning, so check before booking whether the offer covers this proof. The certificate is issued by PeopleCert. It is an official course only if the offer says so.
Vendor references & review date
Sources checked on 2026-11-10. These sources describe the technology or external exam requirements. They do not imply a partnership with NextNowa.
Your learning content
These objectives describe the training topic. The specific syllabus, dates and trainer are agreed before booking; the written offer is binding.
Frequently asked questions
Is DSV only for service providers?
No. The content applies equally to internal IT departments serving business units as customers and to organisations that buy in services themselves.
Is an ITIL 4 module still worth it now that ITIL (Version 5) exists?
PeopleCert is running ITIL 4 and ITIL (Version 5) in parallel for a period and currently plans to retire all ITIL 4 modules on 31 December 2027. PeopleCert describes specific transition routes into ITIL (Version 5) for people who hold ITIL 4 certificates.
Does ITIL 4 Specialist: Drive Stakeholder Value (DSV): customer relationships and service value include a certificate?
The course prepares you for the PeopleCert ITIL 4 Specialist: Drive Stakeholder Value exam (40 questions, 90 minutes, closed book). The exam and its fees are included only if the offer explicitly confirms this. PeopleCert releases results only with proof of training from an accredited training organisation or the official ITIL eLearning, so check before booking whether the offer covers this proof. The certificate is issued by PeopleCert. It is an official course only if the offer says so.