ITIL® 4 Specialist: Drive Stakeholder Value

Are you a (prospective) ITSM manager with an ITIL 4 Foundation certificate and interested in deepening your ITIL knowledge in dealing with customers, users, suppliers and partners? Then the ITIL 4 Specialist: Drive Stakeholder Value training is just right for you!

How you benefit from the ITIL 4 Specialist: Drive Stakeholder Value Training

In three days, you will learn how to optimize interaction with stakeholders and thus increase stakeholder satisfaction, and prepare for the exam. You will acquire the skills to translate customer demand into value-adding IT services and take the customer journey to the next level.

With your newly acquired knowledge, you will make an important contribution to the success of your service organization.

Designing the Customer Journey:

  • Concept of the customer journey
  • Opportunities to shape and improve the customer relationship

 

Addressing markets and stakeholders:

  • Special features of markets
  • Application of marketing activities and techniques
  • Description of customer needs
  • Analysis of internal/external influencing factors
  • Integration of suppliers in the creation and provision of services

 

Fostering Stakeholder Relationships:

  • Concepts of "mutual readiness" and "maturity"
  • Different types of supplier and partner relationships and their management
  • Development of customer relationships
  • Analysis of customer needs
  • Communication and collaboration techniques and activities
  • Application of relationship management practices to develop relationships
  • Application of the supplier management policy to promote relationships with suppliers and partners

 

Shaping demand and defining the service offering:

  • Methods for designing digital service experiences based on value-oriented, data-driven and user-centered service design
  • Approaches for the sale and procurement of IT service offerings
  • Recording, influencing and managing demand and opportunities
  • Collection, specification and prioritization of requirements from various stakeholders
  • Application of business analysis practices to improve requirements management and service design

 

Clarification of expectations and details of services:

  • Approaches to planning value co-creation
  • Agreement on benefits, guarantee and experience of services
  • Application of service level management practices to promote expectation management

 

Onboarding and offboarding of customers and users:

  • Transition, onboarding and offboarding activities
  • Shaping relationships with users
  • Authorization of users for services
  • Mutual empowerment of customers, users and service providers
  • Preparation of onboarding and offboarding plans
  • Development of user engagement and delivery channels
  • Application of service catalog management practices to improve the delivery of user services
  • Application of the service desk policy to promote user engagement

 

Continual Value Co-Creation:

  • Possibilities of service requests by users
  • Methods for triaging user requirements
  • Concept of user communities
  • Methods for promoting and managing customer and user feedback
  • Promotion of a service mindset
  • Approaches to the provision of user services
  • Dealing with "moments of truth" from users and customers
  • Application of service request management practices to promote service utilization

 

Creating and validating service benefits:

  • Methods for measuring service usage and customer and user experience and satisfaction
  • Methods for tracking and monitoring service value
  • Options for reporting the service result and service performance
  • Clearing mechanisms
  • Validation of service value
  • Evaluation and improvement of the customer journey
  • Application of portfolio management practices to realize service value

 

 

  • You know how to manage stakeholders effectively and address them with the right service offerings and value propositions.
  • You can build trusting relationships with stakeholders and ensure effective and timely communication.
  • You understand how to integrate design thinking into processes.
  • You know how you can help shape and influence demand.
  • You know ways to optimize the user and customer experience.
  • You can ensure that joint value creation is the goal for all value streams.
  • You know how to integrate human-centered design, customer experience (CX), user experience (UX) design and customer journey mapping to deliver services that inspire.
  • You know how to put the customer at the center and develop a service mentality.
  • (prospective) ITSM managers
  • ITSM practitioners who are responsible for stakeholder management and integration, focus on the customer journey and customer experience and/or are responsible for maintaining relationships with partners and suppliers
  • Holders of an existing ITIL qualification who wish to expand their knowledge
  • Immediately after the training, you will have the opportunity to prove your acquired knowledge in a 90-minute online exam in German or English at the PEOPLECERT examination institute.
  • The exam consists of 40 multiple-choice questions. No aids are permitted.
  • To pass the exam and obtain the official ITIL 4 Specialist: Drive Stakeholder Value, 28 points (70%) must be achieved.
  • The ITIL 4 Specialist: Drive Stakeholder Value confirms your knowledge and lays the foundation for your further ITIL 4 training.
  • The ITIL®4 Foundation certificate is a basic prerequisite for taking the exam in the Drive Stakeholder Value module.

ITIL 4 Specialist: Drive Stakeholder Value is one of the four advanced modules on the way to becoming an ITIL 4 Managing Professional. It offers you the opportunity to deepen your knowledge from the ITIL 4 Foundation and, if applicable, from the previous Managing Professional modules.

The Axelos video concisely summarizes the benefits of ITIL 4 Foundation. ITIL® is a registered trademark of Axelos. All rights reserved.

Interested in completing further ITIL training courses? Take a look at our ITIL training page!

*The costs are covered - if the requirements are met - by Temptraining.

Corporate training

We are happy to offer competitive training packages for your organization. The training programs can be individually adapted to the needs and previous knowledge of your organization & employees and always have a practice and value-oriented approach. Contact us for a personal, non-binding consultation.

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