ITIL®4 Specialist - Drive Stakeholder Value
3-Days

Overview

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.

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.

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

Exam

• 90 minutes closed book exam
• 40 multiple choice questions (each one being worth 1 mark)
• Pass mark 28 out of 40 or 70%.
• Candidates must have passed the ITIL4 Foundation examination to attend this course.

e-Learning

This course is also available as an e-Learning option. You can find details of this here:

ITIL Drive Stakeholder Value e-learning course

Dates For ITIL®4 Specialist - Drive Stakeholder Value

VIRTUAL training

• 13-15 January 2025
• 10-12 March 2025
• 7-9 May 2025

To book any of these dates, please see below.