Over 71,000 students
ITIL4® Specialist: Drive Stakeholder Value – DSV
Peoplecert Certification Exam Preparation Course
- Duration:60 hours
- Portuguese
Corporate training clients
About the course
About the course
The ITIL 4 Specialist: Drive Stakeholder Value (DSV) training focuses on the customer journey, stakeholder experience, and value co-creation through digital services. It provides practical guidance on how to engage, interact, and ensure value for customers, users, suppliers, and partners across all stages of the relationship.
This is one of the intermediate modules for ITIL 4 Managing Professional and ITIL 4 Master, deepening the knowledge introduced in ITIL Foundation by exploring how organizations actively contribute to effective service experiences.
This training covers essential topics such as customer journey design, demand management, SLAs, onboarding, continual engagement, co-creation, and offboarding.
Understand and improve the customer journey
Build effective relationships with stakeholders
Manage expectations and service agreements
Facilitate the onboarding and offboarding of customers and users
Increase the value delivered through continual engagement
Utilize practices like Design Thinking, CX, and experience management
Apply marketing, sales, relationship, and communication principles within the context of IT services
Who should attend
Who Should Attend
Customer Relationship Managers
Customer Experience (CX) Managers
Support and Customer Service Professionals (Service Desk, Level 1 and 2 Support)
Account Managers and Service Provider Managers
Support and Stakeholder Engagement Managers
Digital Transformation Consultants
Technical Sales and Pre-sales Professionals
Portfolio Managers and SLA Managers
Service Onboarding and Offboarding Specialists
IT Service Marketing Professionals
Certification & exam
Examination and Certification
Completion of the Official ITIL 4® Specialist: Drive Stakeholder Value Course
- Prerequisite
- ITIL 4 Foundation Certification
- Level
- Specialist
- Available language
- Portuguese
- Designation
- ITIL Managing Professional and ITIL 4 Master
- 99
Pass rate among PMG Academy students
Our students consistently outperform global averages. The content is developed by the official translator of the PeopleCert exam itself.
- 1y
Exam voucher validity
Your included PeopleCert exam voucher is valid for 12 months, giving you full flexibility to schedule when you’re ready.
- T2
Take2 re-sit option available
Optional Take2 re-sit and PeopleCert Plus Membership are available at checkout for complete peace of mind.
About the instructor
About the Instructor
15 years of excellence in training with over 71,000 successful students.
Adriano is an ITIL Master, consultant, and author of 6 books, bringing 25 years of experience and over 50 certifications in IT Management, Security, and Governance. As leader of the largest ITSM and DPSM community (over 220,000 YouTube subscribers), he combines his MBA from FGV—one of the world’s best business schools—with a specialization in Neuroscience to guide a global network of over 71,000 students. His mission is clear: to demystify complex management and transform technical knowledge into tangible value and market impact.
Official translator of the ITIL Foundation Guide (Version 5)
- 71k+
- Students trained
- 220k
- YouTube subscribers
- 25y
- Years of experience
Curriculum
What you will learn
-
00 Module 1 - The Customer Journey 8 lessons
- 1.1 The Customer Journey
- 1.2 Customer Journey Mapping
- 1.3 Activity 1 – Customer Journey Mapping
- 1.4 Customer Journey Design
- 1.5 Measuring and Improving the Customer Journey
- 1.6 Summary
- 1.7 Activity 2 – Customer Journey
- 1.8 Test Your Knowledge
-
01 Module 2 – Customer Journey – Step 1 – Explore 8 lessons
- 2.1 Customer Journey – Step 1 – Explore
- 2.2 Understanding Service Consumers
- 2.3 Understanding Service Providers
- 2.4 Understanding and Segmenting Markets
- 2.5 Activity 1 – Understanding and Segmenting Markets
- 2.6 Activity 2 – Customer Journey Step 1 Explore
- 2.7 Summary
- 2.8 Test Your Knowledge
-
02 Module 3 – Customer Journey – Step 2 – Engage 9 lessons
- 3.1 Customer Journey – Step 2 – Engage
- 3.2 Types of Service Relationships
- 3.3 Building Service Relationships
- 3.4 Building and Sustaining Trust and Relationships
- 3.5 Activity 1 – Building and Sustaining Trust and Relationships
- 3.6 Analyzing Customer Needs
- 3.7 Managing Suppliers and Partners
- 3.8 Summary
- 3.9 Test Your Knowledge
-
03 Module 4 – Customer Journey – Step 3 – Offer 7 lessons
- 4.1 Customer Journey – Step 3 – Offer
- 4.2 Managing Demand and Opportunities
- 4.3 Activity – Managing Demand and Opportunities
- 4.4 Designing Service Offerings and User Experience
- 4.5 Selling and Obtaining Service Offerings
- 4.6 Summary
- 4.7 Test Your Knowledge
-
04 Module 5 – Customer Journey – Step 4 – Agree 6 lessons
- 5.1 Customer Journey – Step 4 – Agree
- 5.2 Activity – Customer Journey – Step 4 – Agree
- 5.3 Negotiating and Agreeing a Service
- 5.4 Service Level Agreements (SLAs)
- 5.5 Summary
- 5.6 Test Your Knowledge
-
05 Module 6 – Customer Journey – Step 5 – Onboard 11 lessons
- 6.1 Customer Journey – Step 5 – Onboard
- 6.2 Onboarding Planning
- 6.3 Fostering Relationships with Users
- 6.4 Providing User Engagement and Delivery Channels
- 6.5 Enabling Users for Services
- 6.6 Elevating Mutual Capabilities
- 6.7 Activity – Elevating Mutual Capabilities
- 6.8 Offboarding
- 6.9 Summary
- 6.10 Activity – Customer Journey – Step 5 – Onboard
- 6.11 Test Your Knowledge
-
06 Module 7 – Customer Journey – Step 6 – Co-create 8 lessons
- 7.1 Customer Journey – Step 6 – Co-create
- 7.2 Service Mindset
- 7.3 Activity – Service Mindset
- 7.4 Ongoing Service Interactions
- 7.5 Activity – Ongoing Service Interactions
- 7.6 Nurturing User Communities
- 7.7 Summary
- 7.8 Test Your Knowledge
-
07 Module 8 – Customer Journey – Step 7 – Realize 8 lessons
- 8.1 Customer Journey – Step 7 – Realize
- 8.2 Tracking Value Realization
- 8.3 Assessing and Reporting Value Realization
- 8.4 Evaluating Value Realization and Improving Customer Journeys
- 8.5 Realizing Value for the Service Provider
- 8.6 Summary
- 8.7 Test Your Knowledge
- 8.8 About the Exam
Student reviews
Trusted by professionals at leading organizations
-
March 10, 2026 As an Incident Manager working with the LATAM and NAM markets, this course provided a unique perspective on how I can apply ITIL practices within our BG. It was a very interesting journey that sparked new correlations and productive ideas.
Review written for the course ITIL® 4 Foundation
-
February 27, 2026 I found the content covered very interesting, as well as Adriano's explanation. I can apply some of the practices in my daily work.
Review written for the course ITIL® 4 Foundation
-
January 15, 2026 Top-notch course!!! Speechless.
Review written for the course ITIL® 4 Foundation
Join professionals from these organizations
Impact
Training teams of 5 or more?
PMG Academy offers corporate licensing, team dashboards, progress tracking, and dedicated support — built around your organization’s schedule and compliance requirements.