ITIL® 4 Specialist: Drive Stakeholder Value Training

This course is part of the ITIL Managing Professional pathway. For more detailed information on the ITIL Master Pathway, please navigate to the bottom of this page.

The ITIL 4 Specialist Drive Stakeholder Value course 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 and focuses on the customer journey. It will provide candidates with the tools to increase stakeholder satisfaction by co-creating value which is integral to business success in the modern service economy.

This course covers a wide range of methods that will enable IT professionals to interact with stakeholders to influence and improve the overall customer/user experience.

Target Audience

• IT and digital professionals responsible for managing and interfacing with stakeholders and fostering relationships to gain value realisation
• Anyone who designs or manages customer journeys and experiences
• IT and digital professionals who need to manage customer demands and expectations

The following are suggested job titles that would be relevant for attending this course: Business Relationship Manager; Enterprise Architect; Project Manager; Supplier Relationship Manager; UX/CX Designer; Service Level Manager; Service Delivery Manager; Customer Success Manager; Scrum Master; IT Solutions Manager; Contract Manager; Enterprise Architect; Vendor Manager; Demand Manager

As part of ITIL 4 Specialist: Drive Stakeholder Value course delegates will learn how to:

• Shape customer demand - Effectively manage stakeholders and target them with the right service offerings and value propositions
• Create a trusted relationship with your stakeholders - Understand how to use effective and timely communication to influence stakeholders at all levels to encourage a culture of collaboration and transparency
• Develop mutually agreed requirements - Establish consumers and producers as multi-dependent, ensuring that value is always mutually agreed, and requirements are prioritised
• Ensure high customer satisfaction levels - Keep customers front-of-mind and adopt a service mindset
• Optimise the customer experience - Integrate Human Centred Design, Customer Experience (CX), User Experience (UX) design, and customer journey mapping to deliver services that delight and evolve as environments change

This certificated course consists of the following areas of learning.

Module – ITIL Foundation review

1 – Brief review of core ITIL 4 principles and concepts

Module – Customer Journey intro

Delegates will be able to:

1 – Understand the customer journey stages and it’s benefits

2 – Introduction into methods to be used when designing and improving customer journeys

Module - Explore

Delegates will understand how to:

1 - Target markets

2 - Understanding markets

3 - Understanding service providers and their offerings

4 - Understanding service consumers and their needs

Module - Engage

Delegates will understand how to:

1 - Effectively communicate and collaborate

2 – Identify the characteristics of different relationship types

3 – Develop customer relationships

Module - Offer

Delegates will understand how to:

1 - Manage demand and opportunities

2 - Specify and manage customer requirements

3 - Design service offerings and user experience

4 - Sell and obtain service offerings

Module - Agree

Delegates will understand how to:

1 - Align expectations and establish a shared view of the target service scope and quality

2 – Utilise service level management practice guidance to enable appropriate oversight of service delivery

Module - Onboard

Delegates will be able to :

1 – Understand the importance of onboarding and the preparation necessary

2 – Understand the use of omnichannel management as part of successful onboarding

3 – Understand the need to plan for offboarding activity as much as onboarding activity

Module – Co-create

Delegates will be able to :

1 - Understand how this stage enables the service to provide value

2 – Understand the importance of moments of truth and how to optimise them

3 – Understand the importance of feedback and user communities

Module - Realise

Delegates will be able to :

1 - Understand the principles of how to track, assess and evaluate service value realisation

2 – Understand the importance of measuring service experience and usage

3 – Understand the need to report in relevant ways how service value has occurred

4 – Continually assess and improve the customer journey

In order to be eligible to take the associated exam, candidates are required to provide Photo ID with a valid signature e.g. driving license, passport etc. prior to sitting the exam. Failure to produce this ID will result in their exam results being withheld until proof of ID is provided. Please note that if proof is not provided within 40 days, candidate's exam results will be null and void and a re-sit would be required.

The exam provider allows additional time for candidates who have a disability or whose native language differs to that of the examination paper. Full details and how to apply can be found here www.qa.com/axelosexams. At least two weeks' notice will be required for processing this request.

Delegates failing to advise QA and provide evidence when requested, may not be allowed the additional support offered via the policy. QA Exam Administration can be contacted by email exam.admin@qa.com or by phone 44(0) 1793 696162.

Exam

PeopleCert exams take place remotely via PeopleCert Online Proctoring, and the afternoon of the last day of your course will continue with your learning until approximately 4.00pm. When booking your exam please ensure that it is for a time after the course has concluded and at a time convenient for you. You will be required to download and install ExamShield and conduct a compatibility test prior to sitting the exam.

The exam is a ‘closed book’ examination, 90 minutes in duration and consists of 40 multi-choice questions. Successful candidates will need to score 28 or more out of 40 to pass.