ITIL® 4 Specialist: Drive Stakeholder Value
(4 days)
Course Description
The ITIL® 4 Specialist: Drive Stakeholder Value module is part of the Managing Professional stream for ITIL 4, and participants need to pass the related certification exam for working towards the Managing Professional (MP) designation. The ITIL 4 Specialist: Drive Stakeholder Value module provides guidance on establishing, maintaining, and developing effective service relationships at appropriate levels. It guides the organizations on a service journey in their service provider and consumer roles, supporting effective interaction and communication.
The ITIL® 4 Specialist: Drive Stakeholder Value course is a 4-day course based on the ITIL 4 Specialist: Drive Stakeholder Value exam specification from AXELOS. With the help of ITIL 4 concepts and terminology, exercises, and examples included in the course, you will acquire relevant knowledge to pass the ITIL 4 Specialist: Drive Stakeholder Value certification exam.
Learning Objectives
The learning objectives of the course are based on the following learning outcomes of the ITIL 4 Specialist: Drive Stakeholder Value exam specification:
- Understand how customer journeys are designed
- Know how to target markets and stakeholders
- Know how to foster stakeholder relationships
- Know how to shape demand and define service offerings
- Know how to align expectations and agree details of services
- Know how to onboard and offboard customers and users
- Know how to act together to ensure continual value co-creation (service consumption/provisioning)
- Know how to realize and validate service value
Who Should Attend
The target audience for the ITIL® 4 Specialist: Drive Stakeholder Value course includes, but is not limited to, the following:
- Service management practitioners involved in interactions with customers, users, and suppliers
- Team leads and middle management of service providers
- Service and product owners, service designers
- Relationship managers, service level and service experience managers
Professionals with following job titles are expected to benefit from this module:
- Business Relationship Manager, Account Manager; Service Delivery Manager, Service Level Manager, Enterprise Architect, Solution Architect, Business Architect, Business Analyst, Project Manager, Demand Manager, Portfolio Manager, Supplier Relationship Manager, Vendor Manager, Contract Manager, UX Designer, Consultants
- Product Owners, Marketing Manager; Knowledge Manager; Customer Service Support; Cyber Security Manager
Prerequisites
To take the ITIL® 4 Specialist: Drive Stakeholder Value course, a candidate must have passed the ITIL 4 Foundation examination. In addition, the candidate must have attended an accredited training course.
Course Materials
The ITIL® 4 Specialist: Drive Stakeholder Value course includes the following course components:
- For Participants
- Course Book (eBook or printed)
- Practice Questions
- Pre-Course Reading
- Post-Course Reading
Course Agenda
| Day 1 | Day 2 | Day 3 | Day 4 |
| Introduction
Recap of ITIL 4 concepts, Course Introduction – ITIL 4 Drive Stakeholder Value |
Module 3: Customer Journey Step 2: Engage | Module 5: Customer Journey Step 4: Agree | Module 8: Customer Journey Step 7: Realize |
| Module 1: Customer Journey | Module 4: Customer Journey Step 3: Offer | Module 6: Customer Journey Step 5: Onboard | Exam Preparation and Mock Exam |
| Module 2: Customer Journey Step 1: Explore | Module 7: Customer Journey Step 6: Co-create | Exam |
Course Outline
Course Introduction
Module 1: Customer Journey
- Purpose of Mastering the Customer Journey
- Touchpoints and Service Interactions
- Mapping the Customer Journey
- Designing the Customer Journey
- Measuring and Improving the Customer Journey
Module 2: Customer Journey Step 1: Explore
- Purpose of the Explore Step
- Understanding Service Consumers
- Understanding Service Providers
- Understanding and Targeting Markets
Module 3: Customer Journey Step 2: Engage
- Purpose of the Engage Step
- Aspects of Service Value
- Service Relationship Types
- Building Service Relationships
- Building and Sustaining Trust and Relationships
- Analyzing Customer Needs
- Managing Suppliers and Partners
Module 4: Customer Journey Step 3: Offer
- Purpose of Shaping Demand and Service Offerings
- Managing Demand and Opportunities
- Specifying and Managing Customer Requirements
- Designing Service Offerings and User Experience
- Selling and Obtaining Service Offerings
Module 5: Customer Journey Step 4: Agree
- Purpose of Aligning Expectations and Agreeing Services
- Agreeing and Planning Value Co-Creation
- Negotiating and Agreeing a Service
Module 6: Customer Journey Step 5: Onboard
- Purpose of Onboarding and Offboarding
- ITIL Management Practices
- Planning Onboarding
- Fostering Relationships with Users
- Providing User Engagement and Delivery Channels
- Enabling Users for Service
- Elevating Mutual Capabilities
- Offboarding
Module 7: Customer Journey Step 6: Co-Create
- Purpose of Service Provision and Consumption
- Service Mindset
- Ongoing Service Interactions
- Nurturing User Communities
Module 8: Customer Journey Step 7: Realize
- Measuring Service Value
- Purpose of Value Capturing and Customer Journey Improvement
- Realizing Service Value in Different Settings
- Tracking Value Realization
- Assessing and Reporting Value Realization
- Evaluating Value Realization and Improving Customer Journeys
- Realizing Value for the Service Provider
Exam Information
Exam Facts
| Delivery | Web-based |
| Format | Closed book |
| Proctoring | Web-proctored |
| Duration | 90 minutes (candidates taking exam in a language that is not their native may be awarded 25% extra time) |
| # of questions | 40 simple multiple choice (1 mark per question)
|
| Pass Grade | 70% or higher (28 correct answers) |
Exam Location
Exam will be conducted online with a virtual proctor using an exam voucher which is included with the purchase of the course.
ITIL® is a registered trade mark of AXELOS Limited.
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