ITIL® 4 Specialist: Drive Stakeholder Value + exam and retake

Course code: ITIL4DSVR

This module covers all types of engagement and interaction between a service provider and their customers, users, suppliers and partners. It focuses on the conversion of demand into value via IT enabled services. The module covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more. It will provide candidates with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape.

Price of exam+retake is included in the price of the course.

EDU Trainings is the official ITIL® Accredited Training Organization (ATO). ITIL® is registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

1 515 EUR

1 833 EUR including VAT

The earliest date from 26.08.2024

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Course dates

Starting date: 26.08.2024

Type: In-person/Virtual

Course duration: 3 days

Language: en/cz

Price without VAT: 1 515 EUR


Starting date: 04.11.2024

Type: In-person/Virtual

Course duration: 3 days

Language: en/cz

Price without VAT: 1 515 EUR


Starting date: Upon request

Type: In-person/Virtual

Course duration: 3 days

Language: en/cz

Price without VAT: 1 515 EUR


Type Course
Language Price without VAT
26.08.2024 In-person/Virtual 3 days en/cz 1 515 EUR Register
04.11.2024 In-person/Virtual 3 days en/cz 1 515 EUR Register
Upon request In-person/Virtual 3 days en/cz 1 515 EUR Register
G Guaranteed course

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Target group

  • Individuals continuing their journey in service management
  • ITSM managers and aspiring ITSM managers
  • ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery

Course structure

  • Understand how customer journeys are designed
  • Know how to target markets and stakeholders
  • Know how to foster stakeholder relationships
  • Know how to shape demand and define service offerings
  • Know how to align expectations and agree details of services
  • Know how to onboard and offboard customers and users
  • Know how to act together to ensure continual value co-creation (service consumption / provisioning)
  • Know how to realize and validate service value


With the retake if an unsuccessful outcome occurs for your initial exam, then the re-sit option it is enabled. When your official exam results become available, you are notified by e-mail to schedule your re-sit exam. It will be conducted through online proctoring offering you flexibility to take it from your home or office, at the time of your convenience. You have up to 6 months to prepare and take your re-sit exam from the date of your initial exam.


Please note: an ITIL 4 Foundation certification is a pre-requisite for studying Drive Stakeholder Value.

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Material allowed
This is a ‘closed book’ exam. The ITIL 4: Direct, Plan and Improve publication and the ITIL Practices Guidance documentation should be used for study, but is NOT permitted to be used in the exam.
Exam duration
90 minutes
Candidates taking the exam in a language that is not their native or working language may be awarded 25% extra time, i.e. 113 minutes in total.
Number of marks
40 marks
There are 40 questions, each worth 1 mark. There is no negative marking.
Provisional Pass mark
28 marks
You will need to get 28 questions correct (70%) to pass the exam.
Level of thinking
Bloom’s levels 2 &3
‘Bloom’s level’ describes the type of thinking needed to answer the question. For Bloom’s 2 questions, candidates need to show understanding of the concepts, methods and principles of DSV. For Bloom’s 3 questions, candidates need to demonstrate application of these concepts, methods and principles of DSV, as well as information from the related practices.
Question types
Standard, negative, & list
The questions are all ‘multiple choice’.
‘Standard’ questions have a question and four answer options.
‘Negative’ questions are ‘standard’ questions in which the question stem is negatively worded.
‘List’ questions provide a list of four statements and candidates have to select two correct statements from the list.
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