LEARN. PRACTICE. GROW.ITIL 4 DSV: relationships and service value
Independent ITIL 4 DSV preparation through customer journeys, relationships, offerings, SLAs, onboarding, support, and value validation.
Objectives and progression
Eight lessons, 40 regular questions, five fictional cases, and an internal assessment of 28 decisions in 50 minutes. Editorial allocation across eight observed domains: 2/4/5/7/4/7/6/5 questions. Production and management examples are original and do not reproduce official questions or guarantee full coverage. Domains and weights were observed in Japanese syllabus v1.0.1, copyright 2025, linked by PeopleCert Japan. Totals match the historical English syllabus from March 2020. Detailed comparison with the current English revision and May 2025 updates remains pending; one Japanese footer retains v1.0. Current exam format was confirmed with PeopleCert. ITIL 4 path; retirement is planned for 2027-12-31, subject to confirmation.
Audience: Service managers, APS professionals, technical managers, and people coordinating business, users, and suppliers.
Prerequisites: ITIL Foundation and service-operations knowledge are recommended for this path. PeopleCert requires an ITIL v3 certification, ITIL 4 Foundation, or ITIL 4 Managing Professional, plus ATO training or ITIL Official eLearning. Confirm current provider conditions. DR does not replace accredited training or include an exam or eligibility.
315 estimated study minutes
- Observe the complete path from need to successful work.
- Distinguish groups and needs before choosing an offering or campaign.
- Prepare mutual contributions and resolve differing meanings through evidence.
- Turn needs into usable options and defensible priorities.
- Negotiate functionality, delivery conditions, and experience with demonstrable capability.
- Prepare independent usage and coordinated service exit.
- Maintain continuity of contact and turn feedback into tracked decisions.
- Distinguish activity, outcome, experience, and cost to support continuation decisions.
Modules
- Customer journey and experience
- Markets, needs, and value proposition
- Relationships, collaboration, and trust
- Demand, requirements, and service offerings
- Expectations, SLAs, and agreements
- Onboarding, offboarding, and channels
- Co-creation, support, and feedback
- Value, measurement, and portfolio
Continue learning
References and version
ITIL 4 DSV; observed JA v1.0.1 (2025 copyright), current EN revision comparison pending
- ITIL 4 Specialist: Drive Stakeholder Value · 2026-09-29
- PeopleCert DSV candidate syllabus, Japanese · 2026-09-29
- AXELOS DSV candidate syllabus, historical English · 2026-09-29
- Official training-material updates · 2026-09-29
- ITIL transition FAQ · 2026-09-29
- PeopleCert Service Level Management practice overview · 2026-09-29
- PeopleCert Continual Improvement practice overview · 2026-09-29
- GOV.UK: Learning about users and their needs · 2026-09-29
- PeopleCert Japan official reference materials · 2026-09-29
What you will explore
0 / 8Customer journey and experience
Observe the complete path from need to successful work.
Markets, needs, and value proposition
Distinguish groups and needs before choosing an offering or campaign.
Relationships, collaboration, and trust
Prepare mutual contributions and resolve differing meanings through evidence.
Demand, requirements, and service offerings
Turn needs into usable options and defensible priorities.
Expectations, SLAs, and agreements
Negotiate functionality, delivery conditions, and experience with demonstrable capability.
Onboarding, offboarding, and channels
Prepare independent usage and coordinated service exit.
Co-creation, support, and feedback
Maintain continuity of contact and turn feedback into tracked decisions.
Value, measurement, and portfolio
Distinguish activity, outcome, experience, and cost to support continuation decisions.