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

Important Information:
This course is an official program accredited by PeopleCert and is offered only together with the corresponding certification exam. The course fee includes the exam fee.
Participants can take the certification exam online through PeopleCert’s examination system and earn an internationally recognized certificate.
This practice is mandatory to ensure compliance with PeopleCert’s quality standards and accreditation guidelines.

ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

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