The ITIL 4 Specialist: Drive Stakeholder Value module is for IT professionals who foster relationships with stakeholders to co-create value. Drive Stakeholder Value benefits anyone who manages customer journeys, experiences, or expectations. With bite-sized modules, the course is tailored for busy professionals, allowing you to learn at your own pace through engaging, interactive content. You’ll access a range of resources, including multimedia quizzes, real-world case studies, and the Official ITIL 4 glossary. Self-paced learning empowers you to tailor your learning experience, apply ITIL 4 to complete projects and prepare thoroughly for certification with comprehensive support materials.

The interactive e-learning portal is designed for convenience, enabling you to learn at your own pace, anytime and anywhere in the world. You can fit your studies around your schedule, taking the exam online at a time that suits you best.

This online package includes:

• eLearning (12 month access)
• Online proctored exam
• Official eBook: Your primary reference for exam preparation and ongoing professional development
• Learning Resource Kit: Includes the Official ITIL 4 Specialist Learner Workbook and Quick Reference Guide for focused study

ITIL™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Popular among professionals who have advanced to roles such as:

• DevOps Engineer
• Enterprise Architect
• IT Service Manager
• IT Service Desk Analyst

Please note: an ITIL 4 Foundation certification is a pre-requisite for studying Drive Stakeholder Value.

By the end of this course, you will be able to:

• 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

Module 1: Customer Journey

• Mapping the Customer Journey
• Designing the Customer Journey
• Measuring and Improving the Customer Journey

Module 2: Customer Journey Step 1: Explore

• Understanding Service Consumers
• Understanding Service Providers
• Understanding and Targeting Markets

Module 3: Customer Journey Step 2: Engage

• Service Relationship Types
• Building Service Relationships
• Building and Sustaining Trust and Relationships
• Analysing Customer Needs
• Managing Suppliers and Partners

Module 4: Customer Journey Step 3: Offer

• Managing Demand and Opportunities
• Specifying and Managing Customer Requirements
• Designing Service Offerings and User Experience
• Selling and Obtaining Service Offerings

Module 5: Customer Journey Step 4: Agree

• Agreeing and Planning Value Co-Creation
• Negotiating and Agreeing a Service

Module 6: Customer Journey Step 5: Onboard

• Planning Onboarding
• Fostering Relationships with Users
• Providing User Engagement and Delivery Channels
• Enabling Users for Service
• Elevating Mutual Capabilities
• Offboarding

Module 7: Customer Journey Step 6: Co-create

• Service Mindset
• Ongoing Service Interactions
• Nurturing User Communities

Module 8: Customer Journey Step 7: Realise

• Tracking Value Realisation
• Assessing and Reporting Value Realisation
• Evaluating Value Realisation and Improving Customer Journeys
• Realising Value for the Service Provider

Exam format

• Multiple choice
• 40 questions per paper
• 28 marks required to pass (out of 40 available) – 70%
• 90 minutes duration
• Closed book

• eLearning (12 month access)
• Online proctored exam
• Official eBook
• Learning Resource Kit