ITIL 4 DSV case studies

ITIL 4 Specialist: Drive Stakeholder Value (often shortened to ITIL 4 DSV) is one of the ITIL 4 specialist certification modules offered within the ITIL certification scheme published by PeopleCert, the certification body that owns and delivers ITIL exams. It sits above ITIL 4 Foundation and is aimed at practitioners who already hold Foundation and want to deepen their ability to manage service relationships and co-create value with customers, users, sponsors and other stakeholders across the customer journey. The syllabus is organised around four equally weighted areas: the customer journey, demand, offering and experience. Candidates are expected to understand how demand is captured and shaped, how service offerings and service level agreements are negotiated, how the customer journey is mapped and improved, and how experience and perceived value are managed at each touchpoint. The ITIL 4 DSV case studies are 5 cases and about 2,523 words.