ITIL 4 Drive Stakeholder Value (DSV): Your Companion to the ITIL 4 Managing Professional DSV certification

  • 3h 22m 54s
  • Claire Agutter
  • IT Governance
  • 2022

ITIL® 4 Drive Stakeholder Value (DSV)

If you’ve achieved your ITIL 4 Foundation certificate, you’re probably planning the next stage in your ITIL journey and deciding which qualification to work towards. ITIL 4 DSV provides essential knowledge and capabilities for service management professionals, focusing on the engagements between a service provider and its customers, users, suppliers and partners, and how demand is converted into value via IT-enabled services.

DSV is one of the ITIL 4 advanced level modules that leads to the MP (Managing Professional) certification. The module is aimed at managers and aspiring managers at all levels, providing them with the practical skills to build effective relationships across the SVS.

An excellent supplement to any ITIL 4 DSV training course

ITIL® 4 Drive Stakeholder Value (DSV) – Your companion to the ITIL 4 Managing Professional DSV certification is a study guide designed to help students pass the ITIL 4 DSV module.

The majority of this book is based on the official Axelos ITIL® 4: Drive Stakeholder Value publication and the associated Drive Stakeholder Value Managing Professional syllabus. It provides students with the information they need to pass the DSV exam, and help them become a successful practitioner.

This book is suitable for ITIL v3 Experts, ITIL 4 MP students, ITSM (IT service management) practitioners who are adopting ITIL 4, approved training organisations, IT service managers, IT managers and those in IT support roles.

The guide focuses on:

  • The customer journey;
  • Fostering stakeholder relationships;
  • How to: shape demand, and define service offerings, and align expectations and agree service details;
  • Onboarding and offboarding;
  • Continual value co-creation;
  • Realising and validating service value; and
  • Exam preparation.

About the Author

Claire Agutter is a service management trainer, consultant, and author. In 2020, she was one of Computer Weekly’s Top 50 Most Influential Women in Tech. In 2018 and 2019, she was recognized as an HDI Top 25 Thought Leader and was part of the team that won itSMF UK’s 2017 Thought Leadership Award.

Claire provides regular, free content to the ITSM community as the host of the popular ITSM Crowd hangouts, and is the chief architect for VeriSM™, the service management approach for the digital age. She is the director of ITSM Zone, which provides online ITSM training, and Scopism, a content and consulting organization.

Claire has also worked with IT Governance Publishing to publish Service Integration and Management (SIAM™) Foundation Body of Knowledge (BoK), Second edition and Service Integration and Management (SIAM™) Professional Body of Knowledge (BoK), Second edition.

In this Audiobook

  • Introduction
  • Chapter 1 - The customer journey
  • Chapter 2 - Targeting markets and stakeholders
  • Chapter 3 - Fostering stakeholder relationships
  • Chapter 4 - How to shape demand and define service offerings
  • Chapter 5 - How to align expectations and agree service details
  • Chapter 6 - Onboarding and offboarding
  • Chapter 7 - Continual value co-creation
  • Chapter 8 - Realising and validating service value
  • Chapter 9 - Exam preparation


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