ITIL4 Specialist: Drive Stakeholder Value

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Who Should Attend?

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

What You'll Learn

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 realize and validate service value

Course Outline

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

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Prerequisites

Candidates must hold the ITIL 4 Foundation certificate.

ITIL® 4 Foundation

Related Certifications

This course will prepare students to take the ITIL Specialist: DSV Certification. 90 minutes, 40 multiple-choice questions. Pass mark 28/40 – 70%.

ITIL Specialist: Drive Stakeholder Value

PDUs

This course qualifies you for the following PMI® Professional Development Units (PDUs):

Classroom Live and Virtual Classroom Live

Leadership = 5
Strategic and Business Management = 8
Technical Project Management = 8

Total = 21

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Follow-On Courses

ITIL4 Specialist: High-Velocity IT

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