ITIL® 4 Specialist: Drive Stakeholder Value - eLearning

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 Specialist: 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.

Audience:

  • The target audience for the ITIL ® 4 Specialist: Drive Stakeholder Value includes, but are not limited to, the following:
    Service management practitioners involved in interactions with customers, users and suppliers
  • Team leads and middle management of service providers
  • Service and product owners, service designers
  • Relationship managers, service level and service experience managers
  • Professionals with following job titles are expected to benefit from this module:
  • Business Relationship Manager, Account Manager; Service Delivery Manager, Service Level
  • Manager, Enterprise Architect, Solution Architect, Business Architect, Business Analyst, Project
  • Manager, Demand Manager, Portfolio Manager, Supplier Relationship Manager, Vendor Manager,
  • Contract Manager, UX Designer, Consultants
  • Product Owners, Marketing Manager; Knowledge Manager; Customer Service Support; Cyber Security Manager

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

Prerequisites:

To take the ITIL® 4 Specialist: Drive Stakeholder Value course, a candidate must have passed the ITIL® 4 Foundation examination. In addition, the candidate must have attended an accredited training course.

Course Materials:

The ITIL® 4 Specialist: Drive Stakeholder Value “Select” course includes the following course components:

  • Official eBook
  • Exam voucher
  • Learning Resource Kit
  • Interactive eLearning
  • Auto-marked sample papers
  • Free exam re-take
  • Official Mock Exam

What you will learn

Understanding Stakeholder Needs And Expectations
Identify, assess and prioritise the needs and expectations of various stakeholders, including customers, employees, partners and regulators.

Customer Experience Management
Gain a deeper understanding of the principles of creating and maintaining a positive customer experience.

Service Relationships
Learn how to effectively manage relationships with a variety of stakeholders, including customers, users, suppliers and partners.

Value Co-creation
Explore the concept of value co-creation, where value is not just delivered to customers but created collaboratively with them.

Service Level Management
Learn how to establish, monitor and report on service levels to ensure that they meet stakeholder requirements and agreements.

Service Metrics And KPIs
Understand how to define and use KPIs and metrics to measure, report and improve service performance, customer satisfaction, and value.

Customer Journey Mapping
Explore techniques for mapping the customer journey to identify touchpoints, pain points and opportunities for improving the customer experience.

Service Improvement
Develop the skills to continually improve services based on stakeholder feedback. Implement a culture of continuous improvement to enhance value over time.

Communication And Collaboration
Foster positive stakeholder relationships through effective communication and collaboration.

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