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Webinar – Getting started with ITIL 4 Drive Stakeholder Value

April 29, 12:00 pm - 1:00 pm

The Drive Stakeholder Value book is one of the most “fresh thinking” of the ITIL4 Managing Professional publications, but still very useful and practical. It focuses on the interface between service providers and their customers and consumers, in their common goal of creating high quality services.

In the earliest versions of ITIL, a service was “just delivered” to a customer. Then we realised that the customer was not always able to make use of it. In ITIL version 3, we arguably went too far the other way, making the service provider responsible for value creation. In ITIL4 we have finally recognised the importance of competent customers. And we have realised that true value lies in co-creation.

The DSV publication will lead you onto a journey. This journey is actually described from the perspective of both the service provider and the consumer. For each step in the journey, it provides useful methods and guidance on establishing, maintaining and developing effective service relationships. Some of the key concepts covered in the DSV book are:

  • Stakeholder mapping
  • PESTLE analysis and the Triple bottom line
  • Value propositions
  • Lean thinking and value stream mapping
  • Designing customer journeys
  • Optimising user and customer experience
  • Onboarding and offboarding
  • The importance of building relationships

This webinar will not only provide you with knowledge of what the DSV book is all about. It will also cover why it is so urgently needed.


Signe-Marie Hernes Bjerke (Sigma) has been passionately engaged in the field of IT service management for more than 20 years. She was part of the group that started up itSMF in Norway in 2003, was leader of the conference committee for more than ten years, and Chairman for two. She was part of the ITIL Advisory Group from 2007 to 2011 and has been a senior examiner for both ITIL and Information Security. She is author of the ITIL 4 paper “AIOps – AI used in operations” and co-author of the ITIL 4 publication Drive Stakeholder Value.

After 16 years as a service management consultant in DNV GL, she decided to go it alone, founding Teambyggerne AS in 2017 (The Teambuilders Ltd). She is a certified trainer for ITIL, Prince 2, Information Security, Design Thinking, Lean and DevOps, and is very passionate about the people aspect. No matter how good best practice is, she believes, what really matters is how people are able to make use of it in their everyday work. She is also an experienced facilitator for workshops and teambuilding, helping teams to identify their purpose, reach business goals and co-create value.

Delivery Platform

This webinar will be delivered using the ClickMeeting platform (technical requirements).

How much does it cost?

This event is FREE for all itSMF UK members.

If you are not yet an itSMF UK member, you’ll be shown the individual member annual fee once you click on register now – or you can find out more about membership by clicking here.

Please register using the link below and access details will be sent to you 48 hours before the webinar start date. A recording of the webinar will be available here 24 hours after the live event.



April 29
12:00 pm - 1:00 pm
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Online Delivery


itSMF Events Team
+44 (0)118 918 6500
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