ITIL® 4 Specialist: Drive Stakeholder Value [DSV]

Accredited training with examination in the field of IT service management.

The training deals with all types of interaction and engagement between the service provider and customers, users, suppliers and partners.

It covers the key elements of effective service management, such as creating SLAs, managing multiple vendors, communication, relationship management, customer journey map, designing a complete picture of customer experience (CX) and user experience (UX) .

WARNING! According to the guidelines of the accreditation, the training can only be purchased together with the certification exam from 1.11.2019.

Do you have questions?

Dział Handlowy

Dział Handlowy

(+48) 801 55 66 32


For whom?

  • people involved in the provision of IT services
  • people who want to deepen or update their knowledge in the field of IT service management and delivering business value

from 3350 PLN (VAT not included)


3 days



Training details
Exam and certification

The training provides tools to help increase stakeholder satisfaction. It is aimed at those responsible for the journey with the customer from research and understanding of the market and stakeholders to the realization of value and improvement (as shown in the figure below) and those responsible for developing relationships with partners and suppliers.

Table of contents:

  • The way customer journeys are designed
  • A way to support relationships with stakeholders
  • Shaping the demand and defining the service offer
  • Ways of providing and withdrawing services for customers and users
  • Methods of operating in such a way as to ensure the continuous co-creation of value
  • Ways of implementing and verifying the value of the service
  • Important elements related to reaching markets and stakeholders
  • Adjusting expectations and agreeing on the details of the services

Our participants get:

  • classes conducted by an accredited trainer
  • accredited training materials
  • friendly atmosphere of learning and exchange of experiences
  • taking the exam and obtaining international certification
  • catering - coffee breaks and lunch
  • participation diploma

During the training, participants are provided with valuable tips, comments and information necessary to pass the exam.

Students also get access to mock exams, which allow them to familiarize themselves with the structure of the test and to check their skills.

The examination questions relate to the sample project scenario and ITIL 4 issues. These are tasks consisting in ordering the order of the statements and determining whether the provided explanation actually explains the given statement.

ITIL® 4 Specialist: Drive Stakeholder Value certification is granted for lifetime.

Exam details:

  • Duration: 90 minutes (or 113 minutes for non-native speakers)
  • Volume: 40 single-choice questions
  • Positive result: 70% of correct answers (28 points)
  • Language: English


The exam is available:

  • on paper (during stationary training)
  • in electronic version (during online training).

Take2 – re-sit exam option

Take2 has been prepared for participants who want to feel more confident when taking the exam. This solution is currently available for Peoplecert-accredited exams only.

Purchasing this product allows you to re-take the exam in case the first attempt fails.

The possibility of using this solution applies to both paper and electronic exams. Regardless of the form of the first exam, the second approach is always online exam.

Purchasing a second exam approach is binding and non-refundable/changeable. Take2 is executed only in case of failure in the first attempt (it does not give the opportunity to improve the result from the first approach).

The cost of Take2 is 285 PLN + VAT, which is a small part of the price of the exam. The purchase can be made through the Application Form: just check the option "Take2 – re-sit exam option".

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(+48) 801 55 66 32