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ITIL / Service Management Courses

ITIL®4 Specialist Drive Stakeholder Value

Course Duration: 3 days

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Course Duration: 3 days

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Course Duration: 3 days

From +Vat

View dates and book

Private Course: Click Here

Course Overview

The purpose of the ITIL 4 Drive Stakeholder Value Qualification is:
• to provide the candidate with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers and partners, including key CX, UX and journey mapping concepts.

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The purpose of the ITIL 4 Drive Stakeholder Value Examination is:
• to assess whether the candidate can demonstrate sufficient understanding and application of ITIL 4 to all types of engagement and interaction between a service provider and their customers, users, suppliers and partners. The ITIL 4 Drive Stakeholder Value qualification 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.

The target audience for this qualification is:
• individuals continuing their journey in service management
• ITSM managers and aspiring ITSM 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.

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Entry Requirements

Candidates must have passed  the ITIL4 Foundation examination to attend this course

The Exam

  • Multiple choice
  • 40 questions
  • 28 marks required to pass (out of 40 available) – 70%
  • 90 minutes duration
  • Closed book.

Course Objectives

Understand how customer journeys are designed

  • Understand the concept of the customer journey
  • Understand the ways of designing and improving customer journeys

Know how to target markets and stakeholders

  • Understand the characteristics of markets
  • Understand marketing activities and techniques
  • Know how to describe customer needs and internal and external factors that affect these
  • Know how to identify service providers and explain their value propositions

Know how to foster stakeholder relationships

  • Understand the concepts mutual readiness and maturity
  • Understand the different supplier and partner relationship types, and how these are managed
  • Know how to develop customer relationships
  • Know how to analyse customer needs
  • Know how to use communication and collaboration activities and techniques
  • Know how the “Relationship management” practice can be applied to enable and contribute to fostering relationships
  • Know how the “Supplier management” practice can be applied to enable and contribute to supplier and partner relationships management

Know how to shape demand and define service offerings

  • Understand methods for designing digital service experiences based on value driven, data driven and user centred service design
  • Understand approaches for selling and obtaining service offerings
  • Know how to capture, influence and manage demand and opportunities
  • Know how to collect, specify and prioritise requirements from a diverse range of stakeholders
  • Know how the “Business analysis” practice can be applied to enable and contribute to requirement management and service design
  • Know how to shape demand and define service offerings
    • Understand methods for designing digital service experiences based on value driven, data driven and user centred service design
    • Understand approaches for selling and obtaining service offerings
    • Know how to capture, influence and manage demand and opportunities
    • Know how to collect, specify and prioritise requirements from a diverse range of stakeholders
    • Know how the “Business analysis” practice can be applied to enable and contribute to requirement management and service design
    Know how to align expectations and agree details of services
    • Know how to plan for value co-creation
    • Know how to negotiate and agree service utility, warranty and experience
    • Know how the “Service level management” practice can be applied to enable and contribute to service expectation management
    Know how to onboard and offboard customers and users
    • Understand key transition, onboarding and offboarding activities
    • Understand the ways of relating with users and fostering user relationships
    • Understand how users are authorized and entitled to services
    • Understand different approaches to mutual elevation of customer, user and service provider capabilities
    • Know how to prepare onboarding and offboarding plans
    • Know how to develop user engagement and delivery channels
    • Know how the “Service Catalogue management” practice can be applied to enable and contribute to offering user services
    • Know how the “Service Desk” practice can be applied to enable and contribute to user engagement
    Know how to act together to ensure continual value co-creation (service consumption / provisioning)
    • Understand how users can request services
    • Understand methods for triaging of user requests
    • Understand the concept of user communities
    • Understand methods for encouraging and managing customer and user feedback
    • Know how to foster a service mindset (attitude, behaviour and culture)
    • Know how to use different approaches to provision of user services
    • Know how to seize and deal with customer and user ‘moments of truth’
    • Know how the “Service request management” practice can be applied to enable and contribute to service usage
    Know how to realise and validate service value
    • Understand methods for measuring service usage and customer and user experience and satisfaction
    • Understand different types of reporting of service outcome and performance
    • Understand charging mechanisms
    • Know how to assess service value realization
    • Know how to prepare to evaluate and improve the customer journey
    • Know how the “Portfolio management” practice can be applied to enable and contribute to service value realisation

Syllabus – Key points

 

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Course dates

Start DateExam IncludedPrice (excl VAT)Qty 
Start Date: Sep 12, 2022Exam Included: Course + ExamPrice (excl VAT):

£1,045.00

Quantity:
Start Date: Oct 31, 2022Exam Included: Course + ExamPrice (excl VAT):

£1,045.00

Quantity:
Start Date: Dec 05, 2022Exam Included: Course + ExamPrice (excl VAT):

£1,045.00

Quantity:

Frequently asked questions

A Pearson VUE exam voucher enables you to book and sit your exam at your local Pearson VUE testing centre at a time and date convenient to you.  Pearson VUE centres are worldwide, and you will be able to choose the closest testing centre to you. You then go along to the test centre with your photo ID at the specified date and time and you will then take an electronic exam. Your exam voucher will have an expiration date and your exam must be sat before this date as these vouchers cannot be extended.