ITIL® 4 Specialist: Drive Stakeholder Value=

ITIL® 4 Specialist: Drive Stakeholder Value: Course Information


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 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 based on the ITIL® 4 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.

Course Outline :


Module 1: Customer Journey
• Purpose of the Module
• Purpose of Mastering the Customer Journey
• Touchpoints and Service Interactions
• Module Topics
• Mapping the Customer Journey
• Designing the Customer Journey
• Measuring and Improving the Customer Journey

Module 2: Customer Journey Step 1: Explore
• Purpose of the Module
• Purpose of the Explore Step
• Module Topics
• Understanding Service Consumers
• Understanding Service Providers
• Understanding and Targeting Markets

Module 3: Customer Journey Step 2: Engage
• Purpose of the Module
• Purpose of the Engage Step
• Aspects of Service Value
• Module Topics
• 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 the Module
• Purpose of Shaping Demand and Service Offerings
• Module Topics
• 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 the Module
• Purpose of Aligning Expectations and Agreeing Services
• Module Topics
• Agreeing and Planning Value Co-Creation
• Negotiating and Agreeing a Service

Module 6: Customer Journey Step 5: Onboard
• Purpose of the Module
• Purpose of Onboarding and Offboarding
• ITIL Management Practices
• Module Topics
• 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 the Module
• Purpose of Service Provision and Consumption
• Module Topics
• Service Mindset
• Ongoing Service Interactions
• Nurturing User Communities

Module 8: Customer Journey Step 7: Realize
• Purpose of the Module
• Measuring Service Value
• Purpose of Value Capturing and Customer Journey Improvement
• Realizing Service Value in Different Settings
• Module Topics
• Tracking Value Realization
• Assessing and Reporting Value Realization
• Evaluating Value Realization and Improving Customer Journeys
• Realizing Value for the Service Provider


Course Agenda :


Day 1
• Introduction
• Recap of ITIL 4 concepts,
• Course Introduction - ITIL 4 Drive Stakeholder Value
• Module 1: Customer Journey
• Module 2: Customer Journey Step 1: Explore
• Module 3: Customer Journey Step 2: Engage
• Module 4: Customer Journey Step 3: Offer

Day2
• Module 4: Customer Journey Step 3: Offer (Contd.)
• Module 5: Customer Journey Step 4: Agree
• Module 6: Customer Journey Step 5: Onboard
• Module 7: Customer Journey Step 6: Co-create

Day3
• Module 8: Customer Journey Step 7: Realize
• Exam Preparation

Day4
• Exam

Exam Information :


Delivery: Online (Web based) or paper based
Format: Closed book
Proctoring: Live or Web-proctored
Duration: 90 minutes (candidates taking exam in a language that is not their native, may be awarded 25% extra time)
No. of questions: 40, simple multiple choice (1 mark per question)
Pass Grade: 70% (28 marks out of 40)
Exam Prerequisites: Participants have to pass the ITIL® 4 Foundation examination. In addition, the candidate must have attended an accredited training course for this module.