ITIL 4 Specialist: Drive Stakeholder Value

ITIL 4 Specialist: Drive Stakeholder Value is a comprehensive course designed to equip professionals with the skills to optimize stakeholder engagement and satisfaction in service management. Learn how to align services with stakeholder needs, enhance customer experiences, and drive business value.  

The exam voucher is included in the course package.

Course Outline   ​

Course Introduction​

• Definition​
• Introduction of course​​

The Customer Journey​

• Customer Journeys and Value Streams​
• Stakeholder Aspirations​
• Design Thinking​
• Measure and Improve the Customer Journey​

Targeting Markets and Stakeholders​

• Internal Factors​
• Need-based Market Segmentation​
• Targeted Marketing​
• Measure and Improve the Customer Journey​

Fostering Stakeholder Relationships​

• Build service relationships​
• Trustworthiness​
• Assessing Mutual readiness and maturity​​

Shape Demand and Define Service Offerings​

• Building the customer business case​
• Building service provider business case​
• Minimum Viable product​
• Lean thinking​
• Service blueprint​
• Selling and obtaining service offerings​

Align Expectations and Agree Services​

• Inherent and assigned characteristics of services​
• Service consumer needs and agreements​
• The organization with the defined service levels

Onboard and Offboard Customers and Users​

• Enable users for service​
• Elevate user capabilities​
• Onboarding scope​
• User onboarding​
• Service desk practice success factors​​

Continual Value Co-Creation​

• Ongoing service interactions​
• Nurturing users communities​
• Service request management practice​

Service Value Realization​

• Tracking performance output and outcome​
• Value driver framework model​
• Evaluating value realization and improving customer journey​
• Tracking assessing and evaluating outcomes​
• Portfolio management practice