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ITIL 4 - Drive Stakeholder Value

  • Course Code ITIL4DSV
  • Duration 3 days

Public Classroom Price

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Course Delivery

This course is available in the following formats:

  • Elearning (Self-paced)

    Self paced electronic learning

  • Public Classroom

    Traditional Classroom Learning

  • Virtual Learning

    Learning that is virtual

Request this course in a different delivery format.

Course Overview

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This course provides those IT leaders, practitioners and support staff who already hold the ITIL 4 foundation qualification with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers and partners, including key CX, UX and journey mapping concepts. The course is based on the ITIL 4 best practice service value system featured in the latest 2019 guidelines.

Course Schedule

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    • Delivery Format: Virtual Learning
    • Date: 12-14 October, 2020
    • Location:
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    • Delivery Format: Virtual Learning
    • Date: 14-16 December, 2020
    • Location:
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    • Delivery Format: Virtual Learning
    • Date: 25-27 January, 2021
    • Location:
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    • Delivery Format: Virtual Learning
    • Date: 22-24 March, 2021
    • Location:
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    • Delivery Format: Virtual Learning
    • Date: 10-12 May, 2021
    • Location:
    Please call

Target Audience

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  • Individuals continuing their journey in service management
  • ITSM managers and aspiring ITSM managers
  • ITSM practitioners who are responsible for managing and integrating stakeholders, focus on the customer journey and experience, and/or are responsible for fostering relationships with partners and suppliers

Course Objectives

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The course will help students to understand: -

  • Understand how customer journeys are designed

  • Know how to target markets and stakeholders

  • Know 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 realise and validate service value

Course Content

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  • Understand the concept of the customer journey
  • Understand the ways of designing and improving customer journeys
  • 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
  • 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 following practices can be applied to enable and contribute to fostering relationships: -
    • Relationship management
    • Supplier management

  • 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 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
  • 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
  • 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 methods to track and monitor service value (outcome, risk, cost and resources)
  • 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

Course Prerequisites

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Candidates must hold the ITIL 4 foundation certificate

Test Certification

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90 minutes, 40 multiple-choice questions. Pass mark 28/40 – 70%

Follow on Courses

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  • ITIL 4: Create, Deliver, Support
  • ITIL 4: Direct, Plan and Improve
  • ITIL 4: High Velocity IT

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