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

Exam Code: ITIL-DSV
Exam Name: ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV)
Updated: Aug 27, 2026
Q & A: 82 Questions and Answers

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ITIL ITIL-DSV Exam Syllabus Topics:

Topic	Details
Topic 1	Service Metrics and KPIs: In this module, IT service managers and performance analysts will learn how to define and utilize key performance indicators (KPIs) and metrics to measure, report, and enhance service performance.
Topic 2	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.
Topic 3	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 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	Value Co-creation: In this module, IT service managers and business leaders will delve into the concept of value co-creation, learning how value is not merely delivered to customers but is also created collaboratively with them. The module highlights the significance of engaging customers as active partners in the service process.

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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