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
Kursmaterial:
All course material will be delivered digital and consist of:
- Course material with slide sett
- Official ITIL DSV manual
- PodCast which sums up the highlights per day
.
How to take the exam:
Regular classroom courses:
Paperbased exam at the end of the last course day
Virtual courses:
You will get an exam voucher that gives you access to an online exam. This can be booked and taken home monitored by a proctor via camera.
The trainer will also guide you through the procedures on how to book and prepare for the exam during the course
For both alternatives:
If you fail on your first attempt you receive a free online retake voucher. This can only be conducted online.
Agenda:
Program
- 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
- 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
- Module 8: Customer Journey Step 7: Realize
- Exam Preparation and Mock Exam
About the exam:
- 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
Prerequisites:
- ITIL® Foundation Certificate in IT Service Management OR
ITIL® 4 Managing Professional Transition Certificate
- Training through an Accredited Training Organisation
