Pass the ITIL 4 exam with the ITIL4 Specialist Drive Stakeholder Value course and lab. The lab is cloud-based, device-enabled, and can easily be integrated with an LMS. The ITIL certification training comprehensively covers the ITIL 4 exam objectives and provides knowledge on the areas such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more. As an ITIL® Accredited Training Organization of PeopleCert, all students attending this training will be provided with the exam voucher as a part of delivery.

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Learning Objectives

ITIL4 Specialist Drive Stakeholder Value certification is targeted at practitioners responsible for managing and integrating stakeholders and those who are responsible for fostering relationships with partners and suppliers. The certification 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.

1

  • About the ITIL story

  • The story so far
    Meet the Axle employees
2

  • ITIL Foundation recap

  • The ITIL service value system
    The four dimensions model
3

  • Introduction

  • The importance of engagement
    Key principles
4

  • The customer journey

  • Stakeholder aspirations
    Touchpoints and service interactions
    Mapping the customer journey
    Designing the customer journey
    Measuring and improving the customer journey
    Summary
5

  • Step 1: Explore

  • Understanding service consumers and their needs
    Understanding service providers and their offers
    Understanding markets
    Targeting markets
    Summary
6

  • Step 2: Engage

  • Communicating and collaborating
    Understanding service relationship types
    Building service relationships
    Managing suppliers and partners
    Summary
7

  • Step 3: Offer

  • Managing demand and opportunities
    Specifying and managing customer requirements
    Designing service offerings and user experience
    Selling and obtaining service offerings
    Summary
8

  • Step 4: Agree

  • Agreeing and planning value co-creation
    Negotiating and agreeing a service
    Summary
9

  • Step 5: Onboard

  • Planning onboarding
    Relating to users and fostering relationships
    Providing user engagement and delivery channels
    Enabling users for services
    Elevating mutual capabilities
    Offboarding customers and users
    Summary
10

  • Step 6: Co-create

  • Fostering a service mindset
    Ongoing service interactions
    Nurturing user communities
    Summary
11

  • Step 7: Realize

  • Realizing service value in different settings
    Tracking value realization
    Assessing and reporting value realization
    Evaluating value realization and improving customer journeys
    Realizing value for the service provider
    Summary
12

  • Conclusion

  • Conclusion

Audience

Delegates attending this course must have successfully achieved the ITIL 4 Foundation Qualification.

Language

English

Prerequisites

While there are no prerequisites for this course, please ensure you have the right level of experience to be successful in this training.

Length: 365.0 days ( hours)

Level:

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