The customer-side ITIL 4 module — customer journey, demand management, value co-creation, customer relationships and the experience side of service management.
⏱Duration: 3 days / 24 hrs
💻Format: Instructor-Led + CX Sims
🌐Delivery: On-site · Virtual · Hybrid
✅Pass rate: 91%
📅Next intake: 26 May 2026
👥
Customer journey
11 steps from explore through co-create
📊
Demand management
Capturing, shaping, channelling and prioritising demand
🌐
Service relationships
BRM, vendor management, relationship maturity
📜
Practices
Business analysis, relationship mgmt, service-level mgmt, supplier mgmt
What this course is
Where IT stops being internal.
ITIL 4 Specialist: Drive Stakeholder Value (DSV) is the customer-side ITIL module. It covers everything from how customers discover services to how value gets co-created with them — the 11-step customer journey, customer experience, business-relationship management, and the practices around demand and supplier integration.
At Nexperts, DSV is delivered as a 3-day intensive against MY-context cases — a fintech customer-onboarding journey, a telco BRM transformation and a GLC managed-service partnership redesign. By day 3 you've mapped three end-to-end customer journeys.
DSV is the cert that filters operators from advisors. CDS is about delivery; DSV is about why anyone should pay for delivery in the first place. Every senior ITSM career path goes through DSV.
The 2026 update broadened the focus on AI-augmented experience design, customer-success management, and product-led growth. We cover all three with hands-on case-study work.
Who should take this course
💼
Business relationship managers
Already owning customer-side ITSM. DSV is the formal credential.
🔐
Customer success managers
Pivoting from sales / pre-sales into post-sale customer success.
👨💼
Service-portfolio managers
Owning service-strategy and demand. DSV is the design lens.
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ITIL 4 Foundation + CDS holders
Natural progression on the customer side.
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ITSM consultants
Designing customer-facing service transformations for MY enterprises.
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CIO office staff
Owning service strategy and demand-shaping for the business.
Prerequisites
✓ ITIL 4 Foundation (mandatory)
✓ Working knowledge of customer / vendor management
✓ Comfortable with structured workshops and stakeholder mapping
✓ ITIL 4 Specialist CDS (recommended) or 2 years senior ITSM experience
→ Don't have ITIL 4 Foundation? Ask about our Foundation → DSV bundle.
Course Curriculum
Five domains. One stakeholder-value lens.
ITIL 4 DSV covers Customer Journeys, Touchpoints & Service Interactions, Mutual Readiness, Value Co-Creation, and the Practices that drive stakeholder value (BRM, supplier, business analysis, service-level). We deliver journey-first.
Hands-On CX Workshops
9 sprints. Real MY journeys.
DSV is delivered through case-study workshops. By day 3 you've worked through MY-context scenarios across fintech, telco, GLC and managed-service partnerships.
01
Explore Phase
Map the 'explore' phase for a fintech onboarding journey.
Journey
02
Engage Phase
Design relationship-building cadence for a strategic-account programme.
Journey
03
Offer Shaping
Shape an offer for a managed-service buyer with 3 personas.
Demand
04
Onboarding Design
Design onboarding for a managed-service contract.
Onboarding
05
Co-Create Sprint
Run a value-realisation review for a 12-month engagement.
Value
06
BRM Review
Run a BRM-led service-level review with stakeholders.
BRM
07
Supplier Integration
Design supplier integration for a 4-partner estate.
Supplier
08
Voice of Customer
Build a Voice-of-Customer programme for an MY GLC.
CX
09
Continuous Improvement
Run a 7-step CSI cycle on a customer-journey improvement.
CSI
+ 8 micro-tasks across journey maps, persona profiles and BRM templates.
Exam Information
One exam. Scenario-heavy.
ITIL 4 Specialist DSV is a 90-minute exam with 40 questions. Heavy on scenario items and customer-journey decisions. Most candidates fail on the customer-journey-step decisions.
ITIL 4 Specialist: DSV Exam
Questions40 (scenario + case study)
Duration90 minutes
Passing score70% (28/40)
FormatPeopleCert online proctored
Validity3 years (renewable with PDUs)
Industry avg pass rate~68% first attempt
Nexperts pass rate91% first attempt
Customer-Journey Drill
Drill length3-hour structured drill
FormatWhiteboard — you map, peers challenge
Items practised12 customer-journey scenarios
Common gotchasEngage vs Offer step boundary
StrategyRead the customer outcome first
OutcomeJourney-question uplift +21%
WalkthroughPast scenario archive provided
Our 3-Mock Programme
01
Diagnostic Mock
End of day 1. Sets the baseline. Average 58%.
02
Scenario-Heavy Mock
Mid-course. 60% scenarios. Average 71%.
03
Final Clearance
Full timed simulation. 80%+ before we book. Average 83%.
0%
Pass Rate
91% of our ITIL 4 DSV candidates pass on first attempt.
The PeopleCert global first-attempt rate for ITIL 4 DSV sits around 68%. We hit 91% by spending 70% of class time mapping real customer journeys and gating booking on a clearance mock.
MY journey case studiesJourney-mapping drill91% first attemptFree retake voucherCustomer-success focus
Why our pass rate is 91%
Industry average: ~68%
Most candidates can recite the 11 customer-journey steps but cannot diagnose where a real journey is breaking. The exam asks 'which step is failing?' and they get tripped up on Engage vs Offer.
Nexperts: 91%
We map customer journeys every day. We diagnose break-points on real cases. By exam day, journey thinking is reflex.
Your ITIL 4 Path
DSV pairs with CDS and DPI.
DSV stacks with CDS for the build-and-run side and DPI for strategy. CDS + DSV + DPI + HVIT earns the ITIL 4 Managing Professional designation.
Before this
ITIL 4 Foundation
Mandatory prerequisite for all Specialist modules.
