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ITIL 4 Specialist - Drive Stakeholder Value

To drive stakeholder value, all stakeholders must contribute to the co-creation of service value. The Drive Stakeholder Value 3-day course aims to guide stakeholders, whether they are customers or service providers, through the principles and practices of co-creating value through services. It will discuss the main steps of a customer journey, providing guidance on how to co-create the most valuable journey. The course therefore focuses on activities related to accepting Demand, Engaging with Stakeholders and realizing Value.

The target audience for this qualification is:

  • individuals continuing their journey in service management
  • ITSM managers and aspiring ITSM managers
  • ITSM practitioners who are responsible for managing and integrating stakeholders, focus on the customer journey and experience, and/or are responsible for fostering relationships with partners and suppliers
  • existing ITIL qualification holders wishing to develop their knowledge

Select specific date to see price, venue and full details.

Learning Objectives

The purpose of the ITIL 4 Drive Stakeholder Value Qualification is:

  • to provide the candidate with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers and partners, including key CX, UX and journey mapping concepts.

The purpose of the ITIL 4 Drive Stakeholder Value Examination is:

  • to assess whether the candidate can demonstrate sufficient understanding and application of ITIL 4 to all types of engagement and interaction between a service provider and their customers, users, suppliers and partners. The ITIL 4 Drive Stakeholder Value qualification is one of the pre-requisites for the designation of ITIL 4 Managing Professional which assesses the candidates practical and technical knowledge about how to run successful, modern, IT-enabled services, teams and workflows.

Pre-Requisites

Candidates must have passed the ITIL4 Foundation examination to attend this course

Course Content

Understand how customer journeys are designed

  • Understand the concept of the customer journey
  • Understand the ways of designing and improving customer journeys

Know how to target markets and stakeholders

  • Understand the characteristics of markets
  • Understand marketing activities and techniques
  • Know how to describe customer needs and internal and external factors that affect these
  • Know how to identify service providers and explain their value propositions

Know how to foster stakeholder relationships

  • Understand the concepts mutual readiness and maturity
  • Understand the different supplier and partner relationship types, and how these are managed
  • Know how to develop customer relationships
  • Know how to analyse customer needs
  • Know how to use communication and collaboration activities and techniques
  • Know how the “Relationship management” practice can be applied to enable and contribute to fostering relationships
  • Know how the “Supplier management” practice can be applied to enable and contribute to supplier and partner relationships management

Know how to shape demand and define service offerings

  • Understand methods for designing digital service experiences based on value driven, data driven and user centred service design
  • Understand approaches for selling and obtaining service offerings
  • Know how to capture, influence and manage demand and opportunities
  • Know how to collect, specify and prioritise requirements from a diverse range of stakeholders
  • Know how the “Business analysis” practice can be applied to enable and contribute to requirement management and service design

Know how to align expectations and agree details of services

  • Know how to plan for value co-creation
  • Know how to negotiate and agree service utility, warranty and experience
  • Know how the “Service level management” practice can be applied to enable and contribute to service expectation management

Know how to onboard and offboard customers and users

  • Understand key transition, onboarding and offboarding activities
  • Understand the ways of relating with users and fostering user relationships
  • Understand how users are authorized and entitled to services
  • Understand different approaches to mutual elevation of customer, user and service provider capabilities
  • Know how to prepare onboarding and offboarding plans
  • Know how to develop user engagement and delivery channels
  • Know how the “Service Catalogue management” practice can be applied to enable and contribute to offering user services
  • Know how the “Service Desk” practice can be applied to enable and contribute to user engagement

Know how to act together to ensure continual value co-creation (service consumption / provisioning)

  • Understand how users can request services
  • Understand methods for triaging of user requests
  • Understand the concept of user communities
  • Understand methods for encouraging and managing customer and user feedback
  • Know how to foster a service mindset (attitude, behaviour and culture)
  • Know how to use different approaches to provision of user services
  • Know how to seize and deal with customer and user ‘moments of truth’
  • Know how the “Service request management” practice can be applied to enable and contribute to service usage

 Know how to realise and validate service value

  • Understand methods for measuring service usage and customer and user experience and satisfaction
  • Understand different types of reporting of service outcome and performance
  • Understand charging mechanisms
  • Know how to assess service value realization
  • Know how to prepare to evaluate and improve the customer journey
  • Know how the “Portfolio management” practice can be applied to enable and contribute to service value realisation

Exams & Certification

  • 90 minutes closed book exam
  • 40 multiple choice questions (each one being worth 1 mark)
  • Pass mark 28 out of 40 or 70%

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