ITIL® 4 Specialist: Drive Stakeholder Value - eLearning

The ITIL ® 4 Specialist: Drive Stakeholder Value module is part of the Managing Professional stream for ITIL 4, and participants need to pass the related certification exam for working towards the Managing Professional (MP) designation. The ITIL® 4 Specialist: Drive Stakeholder module provides guidance on establishing, maintaining, and developing effective service relationships at appropriate levels. It guides the organizations on a service journey in their service provider and consumer roles, supporting effective interaction and communication.

The ITIL® 4 Specialist: Drive Stakeholder Value course is based on the ITIL® 4 Specialist: Drive Stakeholder Value exam specification from AXELOS. With the help of ITIL® 4 concepts and terminology, exercises, and examples included in the course, you will acquire relevant knowledge to pass the ITIL® 4 Specialist: Drive Stakeholder Value certification exam.

Audience:

  • The target audience for the ITIL ® 4 Specialist: Drive Stakeholder Value includes, but are not limited to, the following:
    Service management practitioners involved in interactions with customers, users and suppliers
  • Team leads and middle management of service providers
  • Service and product owners, service designers
  • Relationship managers, service level and service experience managers
  • Professionals with following job titles are expected to benefit from this module:
  • Business Relationship Manager, Account Manager; Service Delivery Manager, Service Level
  • Manager, Enterprise Architect, Solution Architect, Business Architect, Business Analyst, Project
  • Manager, Demand Manager, Portfolio Manager, Supplier Relationship Manager, Vendor Manager,
  • Contract Manager, UX Designer, Consultants
  • Product Owners, Marketing Manager; Knowledge Manager; Customer Service Support; Cyber Security Manager

Learning Objectives:

The learning objectives of the course are based on the following learning outcomes of the ITIL® 4 Specialist: Drive Stakeholder Value exam specification:

  • 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

Prerequisites:

To take the ITIL® 4 Specialist: Drive Stakeholder Value course, a candidate must have passed the ITIL® 4 Foundation examination. In addition, the candidate must have attended an accredited training course.

Course Materials:

The ITIL® 4 Specialist: Drive Stakeholder Value “Select” course includes the following course components:

  • eLearning Modules
  • Course Introduction
  • Mock Exams (Sample Exams)
  • Additional Documents
  • Self-Study Guide
  • Pre-course Reading
  • Post-course Reading
  • Quick Reference Cards
  • Practice Questions

Course Outline:

Course Introduction
Module 1: Customer Journey
Purpose of the Module
Purpose of Mastering the Customer Journey
Touchpoints and Service Interactions
Module Topics
Mapping the Customer Journey
Designing the Customer Journey
Measuring and Improving the Customer Journey

Module 2: Customer Journey Step 1: Explore
Purpose of the Module
Purpose of the Explore Step
Module Topics
Understanding Service Consumers
Understanding Service Providers
Understanding and Targeting Markets

Module 3: Customer Journey Step 2: Engage
Purpose of the Module
Purpose of the Engage Step
Aspects of Service Value
Module Topics
Service Relationship Types
Building Service Relationships
Building and Sustaining Trust and Relationships
Analyzing Customer Needs
Managing Suppliers and Partners

Module 4: Customer Journey Step 3: Offer
Purpose of the Module
Purpose of Shaping Demand and Service Offerings
Module Topics
Managing Demand and Opportunities
Specifying and Managing Customer Requirements
Designing Service Offerings and User Experience
Selling and Obtaining Service Offerings

Module 5: Customer Journey Step 4: Agree
Purpose of the Module
Purpose of Aligning Expectations and Agreeing Services
Module Topics
Agreeing and Planning Value Co-Creation
Negotiating and Agreeing a Service

Module 6: Customer Journey Step 5: Onboard
Purpose of the Module
Purpose of Onboarding and Offboarding
ITIL Management Practices
Module Topics
Planning Onboarding
Fostering Relationships with Users
Providing User Engagement and Delivery Channels
Enabling Users for Service
Elevating Mutual Capabilities
Offboarding

Module 7: Customer Journey Step 6: Co-create
Purpose of the Module
Purpose of Service Provision and Consumption
Module Topics
Service Mindset
Ongoing Service Interactions
Nurturing User Communities

Module 8: Customer Journey Step 7: Realize
Purpose of the Module
Measuring Service Value
Purpose of Value Capturing and Customer Journey Improvement
Realizing Service Value in Different Settings
Module Topics
Tracking Value Realization
Assessing and Reporting Value Realization
Evaluating Value Realization and Improving Customer Journeys
Realizing Value for the Service Provider

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