ITIL® 4 Specialist: Drive Stakeholder Value

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.

Learning Outcomes:

Upon successful completion of this course, participants should be able to:

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.

Examination Details:

Consist of 40 Questions
Duration: 90 Minutes
Passing Rate: 70%

The exam voucher is included in the course package.

Duration

4 Days

Certificate

ITIL® 4 Specialist

Governing Body

PeopleCert

Course Introduction

Definition.
Introduction of course.

Module 1: The Customer Journey

Customer Journeys and Value Streams.
Stakeholder Aspirations.
Design Thinking.
Measure and Improve the Customer Journey.

Module 2: Targeting Markets and Stakeholders

Internal Factors.
Need-based Market Segmentation.
Targeted Marketing.
Measure and Improve the Customer Journey

Module 3: Fostering Stakeholder Relationships

Build service relationships.
Trustworthiness.
Assessing Mutual readiness and maturity.

Module 4: Shape Demand and Define Service Offerings

Building the customer business case.
Building service provider business case.
Minimum Viable product.
Lean thinking.
Service blueprint.
Selling and obtaining service offerings.

Module 5: Align Expectations and Agree Services

Inherent and assigned characteristics of services.
Service consumer needs and agreements.
The organization with the defined service levels.

Module 6: Onboard and Offboard Customers and Users

Enable users for service.
Elevate user capabilities.
Onboarding scope.
User onboarding.
Service desk practice success factors.

Module 7: Continual Value Co-Creation

Ongoing service interactions.
Nurturing users communities.
Service request management practice.

Module 8: Service Value Realization

Tracking performance output and outcome.
Value driver framework model.
Evaluating value realization and improving customer journey.
Tracking assessing and evaluating outcomes.
Portfolio management practice.

Suitable for

Practitioners responsible for managing and integrating stakeholders.
Those that focus on customer journey and experience.
Those that are responsible for fostering relationships with partners and suppliers.

Pre-requisite

For this course you are required to have successfully attained your ITIL® 4 Foundation certificate.