ITIL® Specialist - Drive Stakeholder Value
The Drive Stakeholder Value Specialist Certification is relevant to everyone in a supplier facing role. This means those managing one or more suppliers, and working with suppliers in providing a single integrated service management organization.
Målgruppe:
The ITIL® 4 Specialist: Drive Stakeholder Value course target audience includes but is not limited to:
- Business Managers
- Business Process Owners
- IT Consultants
- IT Developers
- IT Management
- IT Support Staff
- Service Providers
- System Integrators
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 stakeholdersKnow 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
Forkunnskaper:
ITIL 4 Foundation is as a prerequisite.
Agenda:
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- Recap of ITIL 4 concepts, Course Introduction - ITIL 4 Drive Stakeholder Value
- Module 1: Customer Journey
- Module 2: Customer Journey Step 1: Explore
- Module 3: Customer Journey Step 2: Engage
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- Module 4: Customer Journey Step 3: Offer (Contd.)
- Module 5: Customer Journey Step 4: Agree
- Module 6: Customer Journey Step 5: Onboard
- Module 7: Customer Journey Step 6: Co-create
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- Module 8: Customer Journey Step 7: Realize
- Exam Preparation and Mock Exam
- Exam
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The exam is will take place at the end of the course on onsite classroom courses
For Virtual courses we will send out a voucher that gives you access to an online exam. This can be booked and taken home monitored by a proctor via camera. More information about the exam rules will be send from PeopleCert.
Prerequisites:
- ITIL® Foundation Certificate in IT Service Management OR
ITIL® 4 Managing Professional Transition Certificate
- Training through an Accredited Training Organisation
Exam Information:
- Question Format: multiple choice
- Pass Grade: 70 %
- Closed Book exam
- No. of Questions: 40
- Duration: 90 minutes
- Extra Time: Candidates taking exam in a language that is not their native, may be awarded 25% extra time