CTG Academy

ITIL® 4 Specialist - Drive Stakeholder Value (DSV)

Organizations are facing unprecedented challenges and increasing demand brought about by the emergence of new technologies. This new digital era is known as the ‘Fourth Industrial Revolution’, characterized by the digital transformation of our world and the unavoidable interaction between humans, digital technologies and physical assets. The Fourth Industrial Revolution is creating an increasingly fast-paced and complex environment, requiring organizations to be more agile, better equipped to adapt what they do, and ready to adopt new ways of working to succeed. To address this challenge, ITIL® 4 framework has developed several core modules.

As affiliate partner of Quint, CTG can propose the official ITIL® 4 DSV specialist module including examination.

It provides an understanding how the ITIL® best practice can be adopted and adapted within an organisation, achieving a lasting value proposition. DSV focuses delegates on bringing digital and IT strategies to life. It provides specialist insight into new Service Management thinking as well as preparing delegates for the ITIL® 4 DSV Certificate examination.

ITIL® is a [registered] trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

IT Infrastructure Library is a [registered] trade mark of AXELOS Limited used, under permission of AXELOS Limited. All rights reserved.


Currently no (other) upcoming dates are planned for this course


Course Objectives

The training has the following objectives:

  • Effectively manage all stakeholders
  • Build trusted relationships
  • Shape customer demand
  • Optimize user experience and customer experience
  • Embed effective design thinking…

The course is accredited and follows the official Quint syllabus.

Typical Audience

This specialist module is for IT professionals who are responsible for managing and interfacing with stakeholders, and fostering relationships to gain value realization. DSV is beneficial to those who design or manage customer journeys and experiences, and manage customer demands and expectations.

Course Prerequisites

You need to have an ITIL® 4 Foundation Certificate and have at least 6 months experience in working in an IT organisation. A good understanding of English is required.

Course Delivery

Throughout the course, an accredited ITIL® trainer and Service Management expert provides lectures and gives exercises based on real world projects and the use case, which is provided in the syllabus. Different mock exams ensure an optimal preparation for the real certification exam.

The course can be given in English or Dutch. Course material is in English. The course and the exam are provided in cooperation with our ATO partner Quint and PeopleCert.

Course Outline

  • Modules1 -8: All the steps of the Customer Journey.

Course Venue

The course duration is 3 days for onsite delivery and with mock exams, exam preparation and actual certification exam on the 3rd day. The course with certification can be given at the client’s premises or at CTG training academy.

The course consists of formal lecturing, discussions, exercises and mock exams. Evening self-study will also be required to prepare for the exam. The ITIL® 4 DSV Certificate examination is a 113 minutes exam for non-native English participants (90 minutes for native English speaking participants), 40 questions, multiple-choice examination requiring 28 out of 40 (70%) to pass.

As alternative, the course can be organised remotely. This will be 4 half day sessions and the participant will receive a voucher to plan his certification exams with PeopleCert.

Meet our trainers

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phone: +32 2 720 51 70
fax: +32 2 725 09 20


Buffalo,New York
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Amherst, NY 14226
phone: +1 716 882 8000
fax: +1 716 887 7464

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