ITIL® 4 Specialist: Drive Stakeholder Value

This courseware is available in a Virtual Classroom configuration.

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…

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Certificate ITIL® 4 Specialist: Drive Stakeholder Value
Duration 3 Days
Delivery Blended, Online, Classroom, Virtual Classroom, Self-study
Accreditor AXELOS, PEOPLECERT
Languages English

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What is included in ITIL® 4 Specialist: Drive Stakeholder Value

Course Description

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.

Course Information

Certification: ITIL® 4 Specialist: Drive Stakeholder Value

Duration: 3 Days

Domain: Service Management

Delivery Method: Blended, Online, Classroom, Virtual Classroom, Self-study

Accreditor: AXELOS, PEOPLECERT

Available Languages: English

Purchase Options: Pay Per Use Courseware, Subscription Courseware

Audience

ITIL Specialist Drive Stakeholder Value is aimed at 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.

Learning Objectives

The learning objectives of the course are based on the following learning outcomes of the ITIL® 4 Specialist: Drive Stakeholder Value exam specification: 

  • 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

Course Introduction

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

Available Courseware For ITIL® 4 Specialist: Drive Stakeholder Value

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Instructor Package

Includes a slide deck suitable for Classroom and Virtual Classroom delivery, instructor notes to guide the trainer through the course delivery, and a version of the Coursebook.

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Learner Coursebook

Coursebook with all the relevant information required for the learner to take and pass the exam.

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Exam & Exam Preparation

Official AXELOS & PEOPLECERT exam and additional mock exam that can be taken by the learner so as to help prepare the learner to pass the exam.

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Pre-course Reading

Brief guide with relevant information for the learner to understand before attending the course.

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Pre-course Questionnaire

A short assessment of a learner’s understanding of a subject prior to the course.

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Exercises

Quizzes or group-based discussions to practise and reinforce a learner's understanding of the course content.

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Case Study

Case study based program, where a real-life case study is integrated with the program, and individual and group-based exercises are provided to help reinforce the learning.

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End of Day Recap

A recap with the most relevant content of the day to help the instructor and learners evaluate the day’s learning objectives.

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Quick References

A printable multi-page PDF with a summary of the key elements of the course.

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Course Agenda

Sample agendas for running successful Classroom, Virtual Classroom, or Blended Classroom sessions.

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Course Videos

Videos that can be used in a classroom, blended, and self-study environment that explain the key elements of the course.

Delivery is subject to EdCast Marketplace terms and conditions.

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We really enjoy the way the courseware is structured, covering not only the theoretical aspects but also clear real-life examples.

Gabriel Espinosa

Service Desk Manager At City National Bank