ITIL Drive Stakeholder Value

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ITIL 4 Drive Stakeholder Value provides guidance on establishing, maintaining and developing effective service relationships at appropriate levels. It leads organizations on a service journey in their service provider and consumer roles, supporting effective interaction and communication.

Drive Stakeholder Value (DSV) is one of five ITIL 4 publications that build on the concepts introduced in ITIL Foundation and one of the four publications that contribute to the ITIL 4 Managing Professional Certification.

DSV addresses the fundamentals of the co-creation of value.  It aims to guide stakeholders through engagement to address how value is created.  DSV also introduces the concept of a customer journey and the 7 related steps.

The area of Driving Stakeholder Value is one of the most challenging goals for IT organizations.  Traditionally, IT has had a difficult time identifying what is important to the business and demonstrating its value.  Too often, discussions are one-sided.  However, with proper engagement, a true conversation can occur on what is important and how to deliver value.  All stakeholders including sponsors, customers, and service providers can be happy with the outcomes and realize exactly what value is provided by the services.