ITIL® 4 Drive Stakeholder Value is one of the four ITIL® 4 publications, which build on the concepts introduced in ITIL Foundation. Each of these publications focuses on a different aspect of service management.

ITIL® 4 Drive Stakeholder Value provides recommendations for how to engage in and contribute to the creation of service value activities. It discusses the main stepping stones of the service journey and shows you how to make the journey valuable for service consumers, service providers, and all other stakeholders. This course is intended to provide the participants with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers and partners, including key Customer Experience (CX), User Experience (UX) and journey mapping concepts.

Learning Objectives

At the end of the course, participants are expected to:

1. Understand how customer journeys are designed
2. Know how to target markets and stakeholders
3. Know how to foster stakeholder relationships
4. Know how to shape demand and define service offerings
5. Know how to align expectations and agree details of services
6. Know how to onboard and offboard customers and users
7. Know how to act together to ensure continual value co-creation
8. Know how to realize and validate service value

Target Audience

• Individuals continuing their journey in service management
• ITSM Managers and aspiring 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

About the ITIL® 4 Specialist: Drive Stakeholder Value

• 40 multiple-choice questions
• 90-minute duration
• 28 (out of 40) required marks to pass – 70%
• Closed book, proctored examination

Prerequisites

Candidate has obtained the ITIL® 4 Foundation certificate. A copy of the certificate must be provided upon course registration.

* Training is always provided with examination. Examination fee is included in the training fee.
* Participants will be issued a letter of training attendance at the end of the course

Go back to ITIL® 4 Certification Scheme