ITIL®4 Specialist - Drive Stakeholder Value e-learning
Self-paced training

To drive stakeholder value, all stakeholders must contribute to the co-creation of service value. The Drive Stakeholder Value course aims to guide stakeholders, whether they are customers or service providers, through the principles and practices of co-creating value through services. It will...  READ MORE

Price: £695 * (including exam)

  • Course:ITIL4-DSV-CBT ( £425 )
  • Exam:ITIL®4 Advanced Exam ( £270 )

(Prices exclude VAT which will be added at the prevailing rate.)

ITIL®4 Specialist - Drive Stakeholder Value e-learning

Description

To drive stakeholder value, all stakeholders must contribute to the co-creation of service value. The Drive Stakeholder Value course aims to guide stakeholders, whether they are customers or service providers, through the principles and practices of co-creating value through services. It will discuss the main steps of a customer journey, providing guidance on how to co-create the most valuable journey. The course therefore focuses on activities related to accepting Demand, Engaging with Stakeholders and realizing Value.

Course Duration: 18-hours

Course Access Period: 90-days

The ITIL®4 courses on this page are offered by IT Training Zone Ltd. an ATO of AXELOS Limited

Course Content

Understand how customer journeys are designed

  • Understand the concept of the customer journey
  • Understand the ways of designing and improving customer journeys

Know how to target markets and stakeholders

  • Understand the characteristics of markets
  • Understand marketing activities and techniques
  • Know how to describe customer needs and internal and external factors that affect these
  • Know how to identify service providers and explain their value propositions

Know how to foster stakeholder relationships

  • Understand the concepts mutual readiness and maturity
  • Understand the different supplier and partner relationship types, and how these are managed
  • Know how to develop customer relationships
  • Know how to analyse customer needs
  • Know how to use communication and collaboration activities and techniques
  • Know how the “Relationship management” practice can be applied to enable and contribute to fostering relationships
  • Know how the “Supplier management” practice can be applied to enable and contribute to supplier and partner relationships management

Know how to shape demand and define service offerings

  • Understand methods for designing digital service experiences based on value driven, data driven and user centred service design
  • Understand approaches for selling and obtaining service offerings
  • Know how to capture, influence and manage demand and opportunities
  • Know how to collect, specify and prioritise requirements from a diverse range of stakeholders
  • Know how the “Business analysis” practice can be applied to enable and contribute to requirement management and service design

Know how to align expectations and agree details of services

  • Know how to plan for value co-creation
  • Know how to negotiate and agree service utility, warranty and experience
  • Know how the “Service level management” practice can be applied to enable and contribute to service expectation management

Know how to onboard and offboard customers and users

  • Understand key transition, onboarding and offboarding activities
  • Understand the ways of relating with users and fostering user relationships
  • Understand how users are authorized and entitled to services
  • Understand different approaches to mutual elevation of customer, user and service provider capabilities
  • Know how to prepare onboarding and offboarding plans
  • Know how to develop user engagement and delivery channels
  • Know how the “Service Catalogue management” practice can be applied to enable and contribute to offering user services
  • Know how the “Service Desk” practice can be applied to enable and contribute to user engagement

Know how to act together to ensure continual value co-creation (service consumption / provisioning)

  • Understand how users can request services
  • Understand methods for triaging of user requests
  • Understand the concept of user communities
  • Understand methods for encouraging and managing customer and user feedback
  • Know how to foster a service mindset (attitude, behaviour and culture)
  • Know how to use different approaches to provision of user services
  • Know how to seize and deal with customer and user ‘moments of truth’
  • Know how the “Service request management” practice can be applied to enable and contribute to service usage

 Know how to realise and validate service value

  • Understand methods for measuring service usage and customer and user experience and satisfaction
  • Understand different types of reporting of service outcome and performance
  • Understand charging mechanisms
  • Know how to assess service value realization
  • Know how to prepare to evaluate and improve the customer journey
  • Know how the “Portfolio management” practice can be applied to enable and contribute to service value realisation

Exam Details

Prerequisites:

Candidates must hold the ITIL Foundation Course. The ITIL Foundation is a pre-requisite for anyone wanting to study higher level ITIL courses,

Exam format:

  • Online exam with web-proctoring
  • 90 minutes closed book
  • 40 multiple choice questions (each one being worth 1 mark)
  • Pass mark 28 out of 40 or 70%.
  • Candidates must have passed the ITIL4 Foundation examination to attend this course

Target Audience

  • Individuals responsible for managing and interfacing with stakeholders
  • Individuals that design and manage customer journeys and experiences
  • Individuals that are responsible for fostering relationships to obtain value realization
  • Individuals that work closely with customers to manage

Example Job Titles
Business Relationship Manager; Enterprise Architect; Project Manager; Supplier Relationship Manager; UX/CX Designer; Service Level Manager; Customer Success Manager; Scrum Master; IT Solutions Manager; Contract Manager; Enterprise Architect; Vendor Manager; Demand Manager

Dates For ITIL®4 Specialist - Drive Stakeholder Value e-learning

This is an online self-paced e-Learning course which you can complete at your own pace:

Please Note: Exam fees (where applicable) are included in the prices quoted.

ITIL®4 Specialist - Drive Stakeholder Value e-learning

£695.00