ITIL® 4 Specialist: Drive Stakeholder Value Training

The training course empowers IT and digital professionals to manage stakeholder interactions, shape demand, and enhance value delivery through seamless customer journey management.

This SEO-optimized training page is tailored for those aiming to:

• Align services with customer expectations,

• Increase stakeholder satisfaction,

• Master service co-creation techniques,

• Deliver superior UX/CX-driven service experiences.

Exam Details

• Duration: 90 minutes

• Format: 40 multiple-choice questions

• Passing Score: 70% (28 correct answers)

• Photo ID required to sit the exam

• Support accommodations available with notice

1. ITIL 4 Foundation Refresher

• Core principles and the Service Value System (SVS)

2. Customer Journey Introduction

• Key journey stages

• Methods for journey mapping and improvement

3. Explore

• Market segmentation

• Understanding customer needs and expectations

4. Engage

• Communication strategies

• Building trust with stakeholders

5. Offer

• Demand and requirement management

• User-centric service design and delivery

6. Agree

• SLA negotiation

• Setting mutual expectations on scope and quality

7. Onboard

• Seamless onboarding and channel alignment

• Exit planning (offboarding)

8. Co-create

• Feedback systems

• Value creation touchpoints and user communities

9. Realise

• Measuring value realization

• Service usage reporting

• Ongoing journey improvement