ITIL® 4 SPECIALIST - Drive Stakeholder Value

Overview 

This module covers all types of engagement and interaction between a service provider and their customers, users, suppliers and partners. It focuses on the conversion of demand into value via IT enabled services. The module covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more. It will provide candidates with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape.

Learning Objective

• 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

Course Outline

• Value propositions

• Fostering relationships

• Keeping engagement channels open

• Shaping demand

• Designing service offerings

• Aligning and agreeing expectations

• Co-creating service experiences

• Realizing value

Target Group

• 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.

Pre-requisite & Exam Details

Type: Online Exam having Forty (40) multiple choice. Each question will have 4 options, one of which is right carrying 1 mark.

Duration: 90 minutes. Candidates sitting the examination in a language other than their native language have 25% extra time

Prerequisite: This intermediate ITIL course is available to anyone who has passed the ITIL 4 Foundation exam.

Pass Score: 70% (28 of 40)