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Overview

This module provides the candidate with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers, and partners, including key customer/user experience and journey mapping concepts. Take what was established as THE best practice guidance of IT Service Management – then make it better. ITIL4 will help businesses navigate the new technological era, commonly known as the Fourth Industrial Revolution. The ITIL4 Specialist: Drive Stakeholder Value (DSV) course helps ITSM practitioners assimilate further into the emerging practices of ITIL4 – specifically in the areas of guiding stakeholders, whether they are customers or service providers, through the principles and practices of co-creating value through services. This interactive course is essential to the development of the modern-day technologist and ITSM practitioner and leader in modern IT organizations seeking innovation and delivering full value to the business. Successfully obtaining the ITIL 4 Drive Stakeholder Value qualification is one of the prerequisites for the designation of ITIL 4 Managing Professional which assesses the candidates practical and technical knowledge about how to run successful, modern, IT-enabled services, teams, and workflows.
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What You'll Learn

On completion of this course, the following learning outcomes will be achieved: Understand customer journeys

  • Target markets and foster stakeholder relationships
  • Shape demand and define service offerings
  • Align expectations and agree details of services
  • Onboard and off-board customers and users
  • Act together to ensure continual value co-creation
  • Realize and validate service value

Who Should Attend

The target audience for this course and qualification are:

  • Individuals continuing their journey in service management
  • ITSM managers and aspiring ITSM managers
  • ITSM practitioners who are responsible for managing and integrating stakeholders
  • Existing ITIL qualification holders wishing to develop their knowledge
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Prerequisites

Candidates must already have achieved ITIL4 Foundation certification to qualify to sit the examination.

Learning Journey

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Understand how customer journeys are designed

  • Understand the concept
  • Designing the journey

Module 1: Explore

  • Understanding service consumers
  • Understanding service providers
  • Understanding markets
  • Target markets

Module 2: Engage

  • Communicating and collaborating
  • Understand service relationship
  • Building service relationship
  • Managing suppliers and partners

Module 3: Offer

  • Managing demands
  • Specifying customer requirements
  • Designing service offering
  • Selling and obtaining offerings

Module 4: Agree

  • Planning value co-creation
  • Negotiating and agreeing service

Module 5: Onboard

  • Planning onboarding
  • Fostering user relationships
  • Providing user channels
  • Enabling users for service
  • Elevating mutual capabilities
  • Off-boarding customers and users

Module 6: Co-create

  • Fostering a service mindset
  • On-going service interactions
  • Nurturing user committees

Module 7: Realize

  • Realizing service value
  • Tracking value realization
  • Assessing and reporting value
  • Evaluating value realization
  • Realizing value for the service provider

Included Practices:-

  • Relationship Management
  • Supplier Management
  • Business Analysis
  • Service Level Management
  • Service Catalogue management
  • Service Desk
  • Service Request Management
  • Portfolio Management

Participants of the course who successfully pass the certification examination will be awarded the ITIL Specialist: Drive Stakeholder Value certification.

The format of the examination is:

  • 40 Multiple Choice Questions
  • 1 mark per correct answer
  • 28 marks required to pass (out of 40 available) – 70%
  • 90 minutes duration
  • Closed-book.

Frequently Asked Questions (FAQs)

  • Why get ITIL certified?

    ITIL is the world's leading framework for IT service management (ITSM). ITIL certifications validate your knowledge and skills in aligning IT services with business needs, improving efficiency, enhancing customer satisfaction, and reducing costs.

    ITIL-certified professionals are highly sought after by organizations seeking to optimize their IT operations and deliver value to their stakeholders.

  • What to expect for the examination?

    ITIL certification exams generally consist of multiple-choice questions that test your knowledge and understanding of ITIL concepts, principles, and processes.

    Some exams may also include scenario-based questions that assess your ability to apply ITIL practices in practical situations.

    Note: Certification requirements and policies may be updated by ITIL from time to time. We apologize for any discrepancies; do get in touch with us if you have any questions.

  • How long is ITIL certification valid for?

    The validity of your ITIL certification depends on the certification level:

    ITIL Foundation: The ITIL Foundation certification does not expire. It is considered a lifelong qualification, and there is no requirement for recertification.

    ITIL Intermediate, Managing Professional, and Strategic Leader: These certifications are valid for three years from the date of passing the exam. After three years, you must renew your certification by completing additional training or passing relevant exams to demonstrate that you have kept up-to-date with the evolving ITIL practices.

    ITIL Master: The ITIL Master certification does not expire, but it's essential to maintain your skills and stay current with industry trends and best practices to continue excelling in the IT service management domain.

    Note: Certification requirements and policies may be updated by ITIL from time to time. We apologize for any discrepancies; do get in touch with us if you have any questions.

  • Why take this course with Trainocate?

    Here’s what sets us apart:

    - Global Reach, Localized Accessibility: Benefit from our geographically diverse training hubs in 16 countries (and counting!).

    - Top-Rated Instructors: Our team of subject matter experts (with high average CSAT and MTM scores) are passionate to help you accelerate your digital transformation.

    - Customized Training Solutions: Choose from on-site, virtual classrooms, or self-paced learning to fit your organization and individual needs.

    - Experiential Learning: Dive into interactive training with our curated lesson plans. Participate in hands-on labs, solve real-world challenges, and take on comprehensive assessments.

    - Learn From The Best: With 30+ authorized training partnerships and countless awards from Microsoft, AWS, Google – you're guaranteed learning from the industry's elite.

    - Your Bridge To Success: We provide up-to-date course materials, helpful exam guides, and dedicated support to validate your expertise and elevate your career.

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Course Curriculum

Training Schedule

Exam & Certification

Frequently Asked Questions

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Improve yourself and your career by taking this course.

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