ITIL® 4 Specialist: Drive Stakeholder Value

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.

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Used under license from PeopleCert. All rights reserved.

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.

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