IT Service Management:
ITIL® 4 Specialist: Drive Stakeholder Value Training
500 Learners
Advanced
The ITIL® 4 Specialist: Drive Stakeholder Value Training course provides IT leaders, practitioners, and support staff with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers, and partners, including critical CX, UX, and journey mapping concepts, who already hold the ITIL 4 Foundation qualification. The training is based on the ITIL 4 best practice service value framework, highlighted in the most recent 2019 recommendations.
ITIL® 4 Specialist: Drive Stakeholder Value Training
Accreditation With
Course Overview
The ITIL® 4 Specialist: DSV certification course offers a variety of strategies for IT workers to communicate with stakeholders to impact and improve the overall customer/user experience.
What You Will Learn?
  • 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 on 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 Key Features
  • Practice exams and prep questions
  • Exam Voucher included
  • After-course instructor coaching
  • 18 PMI PDUs
Training Options
In-Class
Starts from
$ 2,450
  • 3-days in-class training 
  • Practice exams and prep questions
  • Exam Voucher included
  • Pre-course consultation
  • Highly experienced instructor(s)
  • Post-course follow-up
  • All related Averest's quality control tools
  • Required stationary
  • 5 or 4 stars training venue
  • Pay later by invoice -OR- at the checkout by credit card
  • 24x7 learner assistance and support
Classes Starting From
14 Nov 2022 , 3 Days
Online Instructor-Led
Starts from
$ 1,850
  • 3-days instructor-led training course
  • Practice exams and prep questions
  • Exam Voucher included
  • Pre-course consultation
  • Highly experienced instructor(s)
  • Post-course follow-up
  • Pay later by invoice -OR- at the checkout by credit card
  • 24x7 learner assistance and support
Classes Starting From
05 Dec 2022 , 3 Days
ITIL® 4 Specialist: Drive Stakeholder Value Training Schedules
You can get this course with 2 training options and 2 venues
Filter:
ITIL® 4 Specialist: Drive Stakeholder Value Training
3 Days,
09:00 - 16:00, UTC +03:00,
$ 2,450
ITIL® 4 Specialist: Drive Stakeholder Value Training
3 Days,
09:00 - 16:00, UTC +03:00,
$ 2,950
2022 Dec
05 - 07
Instructor-Led, Online
ITIL® 4 Specialist: Drive Stakeholder Value Training
3 Days,
09:00 - 16:00, UTC +03:00,
$ 1,850
ITIL® 4 Specialist: Drive Stakeholder Value Training
3 Days,
09:00 - 16:00, UTC +03:00,
$ 2,450
Corporate Team Training
We will tailor the ITIL® 4 Specialist: Drive Stakeholder Value Training program to meet your company's specific needs.
Corporate Team Training
ITIL® 4 Specialist: Drive Stakeholder Value Training Curriculum
Eligibility
The ITIL® 4 Specialist: Drive Stakeholder Value Training course aims at individuals continuing their journey in service management, ITSM managers and aspiring ITSM managers, and ITSM practitioners responsible for managing and integrating stakeholders.
Pre-requisites
Learners must have an ITIL 4 Foundation certificate or have attended and passed ITIL 4 Managing Professional Transition. ITIL v3 or previous versions of ITIL Foundation certificates are NOT a valid prerequisite.
Course Content
The key topics and domains you will cover in ITIL® 4 Specialist: Drive Stakeholder Value Training are
Section 01 - Understand how customer journeys are designed
Understand the concept of the customer journey
Understand the ways of designing and improving customer journeys
Section 02 - Know how to target markets and stakeholders
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
Section 03 - Know how to foster stakeholder relationships
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 relationship management practice can be applied to enable and contribute to fostering relationships (the relationship management practice
Know how the supplier management practice can be applied to enable and contribute to supplier and partner relationships management (the supplier management practice
Section 04 - Know how to shape demand and define service offerings
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 prioritize 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 (the business analysis
Section 05 - Know how to align expectations and agree details of services
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 (the service level management practice
Section 06 - Know how to onboard and offboard customers and users
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 (the service catalogue management practice
Know how the Service Desk practice can be applied to enable and contribute to user engagement
Understand how users can request services
Section 07 - Know how to act together to ensure continual value co-creation (service consumption / provisioning)
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 (the service request management practice
ITIL® 4 Specialist: Drive Stakeholder Value Exam & Certification
PeopleCert exams take place remotely via PeopleCert Online Proctoring, and the afternoon of the last day of your course will continue with your learning until approximately 4.00 pm. When booking your exam, please ensure that it is for a time after the study has concluded and at a time convenient for you. You will be required to download and install ExamShield and conduct a compatibility test before sitting the exam. The exam is a ‘closed book’ examination of 90 minutes duration and 40 multi-choice questions. Successful candidates must score 28 or more out of 40 to pass.
ITIL® 4 Specialist: Drive Stakeholder Value Exam & Certification
ITIL® 4 Specialist: Drive Stakeholder Value Training FAQs
What is an ITIL certification?

ITIL (Information Technology Infrastructure Library) certificates demonstrate that you are trained in best practises for service management, leveraging processes, vocabulary, and approaches essential for modern IT. Certified ITIL specialists are in high demand since their expertise is essential to the expansion and modernization of enterprises.

Does ITIL V4 expire?

No, ITIL V4 certifications are valid for a lifetime.

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