ITIL® 4 Specialist: Drive Stakeholder Value

ITIL® 4 Specialist: Drive Stakeholder Value

ITIL® 4 Specialist: Drive Stakeholder Value training is designed for IT professionals who want to learn the skills needed to create a ‘learning and improving’ IT organization. This course covers how service providers and customers, users, suppliers, and partners interact with each other in order to deliver effective services. The course provides an introduction into key customer experience CX, user experience UX, and journey mapping concepts that are important for this role.

ITIL® 4 Specialist: Drive Stakeholder Value

The ITIL® 4 Specialist: DSV certification is a prerequisite for the ITIL 4 Managing Professional designation, which assesses a candidate’s knowledge of how to run successful IT-enabled services and teams. ITIL® 4 Specialist: DSV Course will prepare you to be a successful ITIL 4 Managing Professional by examining agile and lean work processes and how they can be leveraged.

Training Key Features

Exam fee included
20 PDUs for self-paced learning
2 simulation exams

Skills Covered

Multisupplier management
Relationship management
CX and UX design
Customer journey mapping
Communication
SLA design

Training Options

SELF-PACED LEARNING

Lifetime access to high-quality self-paced eLearning content curated by industry experts
Simulation test papers for self-assessment
ITIL 4 Specialist: Drive Stakeholder Value exam voucher included
24x7 learner assistance and support

No exam voucher.

SELF-PACED LEARNING+

Everything in Self-Paced Learning, plus
ITIL 4 Specialist: Drive Stakeholder Value exam voucher included

Exam voucher included.

Course Curriculum

1.01 Course Introduction

2.01 The Customer Journey
2.02 The Customer Journey Definition
2.03 The Customer Journey Example
2.04 Customer Journeys and Value Streams
2.05 Mastering the Customer Journey
2.06 Stakeholder Aspirations
2.07 Touchpoints and Service Interactions
2.08 Mapping the Customer Journey
2.09 Personas
2.10 The Customer Experience
02:00 2.11 Design the Customer Journey
2.12 Design Thinking
2.13 Leveraging Behavioral Psychology
2.14 Design for Different Cultures
2.15 Measure and Improve the Customer Journey
2.16 Key Takeaways
Knowledge Check

3.01 Targeting Markets and Stakeholders
3.02 Importance of Service Needs
3.03 Service Consumers and Their Needs
3.04 External Factors
3.05 Internal Factors
3.06 SWOT Analysis
3.07 Service Objectives and Opportunities
3.08 Risk Assessment
3.09 Service Providers and Their Offerings
3.10 Markets
3.11 Characteristic-Based Market Segmentation
3.12 Need-Based Market Segmentation
3.13 Identify and Analyze Service Consumers
3.14 Targeting Markets
3.15 Targeted Marketing
3.16 Key Takeaways
Knowledge Check

4.01 Fostering Stakeholder Relationships
4.02 Stakeholder Relationships
4.03 Communication and Collaboration
4.04 Listening Modes
4.05 Service Relationship Types
4.06 Basic Relationship
4.07 Cooperative Relationship
4.08 Partnership
4.09 Build Service Relationships
4.10 Service Relationship Ladder Step One
4.11 Service Catalog
4.12 Customer Relationship Management
4.13 Service Relationship Ladder Step Two
4.14 The Three Cs of Trustworthiness
4.15 Service Relationship Ladder Step Three
4.16 Service Relationship Ladder Step Four
4.17 Experience and Preferences
4.18 Service Relationship Ladder Step Five
4.19 Assessing Mutual Readiness and Maturity
4.20 Assessing Readiness for Collaboration
4.21 The Service Relationship Management Practice
4.22 Managing Suppliers and Partners
4.23 Service Integrator Activities
4.24 The Supplier Management Practice
4.25 The Supplier Management Practice Success Factors
4.26 Key Takeaways
Knowledge Check

5.01 Shape Demand and Define Service Offerings
5.02 Managing Demand and Opportunities
5.03 Optimizing Capacity
5.04 Shaping or Smoothing Demand
5.05 Service Improvement Opportunities
5.06 Building the Customer Business Case
5.07 Areas of Conflict and Uncertainty
5.08 Conflicting Priorities and Needs
5.09 Building Service Provider Business Case
5.10 Business Analysis
5.11 Roles and Responsibilities Examples
5.12 Managing Requirements
5.13 Separating the Problem from the Solution
5.14 Minimum Viable Product
5.15 User Stories and Story Mapping
5.16 Articulate Requirements
5.17 The MoSCow Method
5.18 Weighted Shortest Job First
5.19 Service Offerings and User Experience
5.20 Lean Thinking
5.21 Aspects of Agile
5.22 Aspects of Agile Continuous Delivery
5.23 Service Blueprint
5.24 Designing for Onboarding
5.25 Selling and Obtaining Service Offerings
5.26 Pricing Options
5.27 Internal and External Sales
5.28 Business Analysis Practice
5.29 Key Takeaways
Knowledge Check

6.01 Align Expectations and Agree Services
6.02 Aligning Expectations
6.03 Value Co-Creation
6.04 Service Interaction Method
6.05 Example of Service Interaction Method
6.06 Inherent and Assigned Characteristics of Services
6.07 Service Consumer Needs and Agreements
6.08 Negotiate and Agree to Services
6.09 Warranty
6.10 Experience
6.11 Negotiate and Agree on Terms and Conditions
6.12 The Service Level Management Practice
6.13 Shared View of Target Service Levels with Customers
6.14 Service Quality Aspects
6.15 The Organization with the Defined Service Levels
6.16 Service Reviews and Improvement Opportunities
6.17 Key Takeaways
Knowledge Check

7.01 Onboard and Offboard Customers and Users
7.02 Onboarding Service Customers
7.03 Planning Onboarding
7.04 Relating with Users and Fostering Relationships
7.05 Fostering Relationships with Corporate Users
7.06 Fostering Relationships with Individual Consumers Part One
7.07 Fostering Relationships with Individual Consumers Part Two
7.08 User Engagement and Delivery Channels
7.09 Choice and Design Affecting Trends
7.10 Omnichannel Communication Challenges Part One
7.11 Omnichannel Communication Challenges Part Two
7.12 Enable Users for Service
7.13 Service Catalog and Service Desk
7.14 Elevate User Capabilities
7.15 Elevate Service Provider Capabilities
7.16 Onboarding Goals
7.17 Onboarding Scope
7.18 Onboarding Initiatives Start and End
7.19 Onboarding Customers and Users Onboarding Actions
7.20 User Onboarding
03:04 7.21 Onboarding Control
7.22 Reviewing Onboarding Control
7.23 Offboarding Customers and Users
7.24Customer Offboarding
7.25 User Offboarding
7.26 Service Transition Onboarding and Offboarding
7.27 Service Catalog Management Practice
7.28 Service Desk Practice
7.29 User Satisfaction
7.30 Service Desk Practice Success Factors
7.31 Communication Channels Challenges and Solutions
7.32 Effective Integration of Communication Channels
7.33 Key Takeaways
Knowledge Check

8.01 Continual Value Co-Creation
8.02 Value Co-Creation
8.03 Service Mindset for Service Provision and Consumption - Part
8.04 Service Mindset for Service Provision and Consumption - Part
8.05 Services with Invisible Users
8.06 Ongoing Service Interactions
8.07 Service Interactions Based on Architecture
8.08 Service Requests
8.09 Service Desk Interactions
8.10 Moments of Truth
8.11 Intelligent Disobedience
8.12 Customer and User Feedback
8.13 Nurturing User Communities
8.14 Super users
8.15 Service Request Management Practice
8.16 Service Request Management Practice - Success Factors
8.17 Key Takeaways
Knowledge Check

9.01 Service Value Realization
9.02 Value Realization
9.03 Realizing Service Value in Different Settings Part One
9.04 Realizing Service Value in Different Settings Part Two
9.05 Tracking Value Realization
9.06 Tracking Performance Output and Outcome
9.07 Value Driver Framework Model
9.08 Service Profit Chain
9.09 Tracking Experience and Satisfaction
9.10 Ways to Monitor Customer Experience
9.11 Tracking Service Usage
9.12 Assessing and Reporting Value Realization
9.13 Two Levels of Assessing and Reporting Value Realization
9.14 Evaluating Value Realization and Improving Customer Journey
9.15 Sources of Continual Improvement
9.16 Tracking Assessing and Evaluating Outcomes
9.17 Charging
9.18 Billing
9.19 Portfolio Management Practice
9.20 Portfolio Management Practice - Success Factors
9.21 Key Takeaways
Knowledge Check

Exams and Certifications

To be eligible to take this ITIL 4 Specialist: Drive Stakeholder Value course, applicants should have: -
-Passed the ITIL 4 Foundation examination
-Attended an accredited training course for this module

-Complete ITIL 4 Specialist: Drive Stakeholder Value training
-Take the ITIL 4 Specialist: Drive Stakeholder Value certification exam
-Score at least 70 percent on the exam (28 correct answers out of 40 questions) in 90 minutes

The purpose of this ITIL 4 Specialist: Drive Stakeholder Value certification course is to provide 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 CX, UX, and journey mapping concepts. It also provides practitioners with a practical and strategic method for planning and delivering continual improvement with the necessary agility.

You will receive your exam results within 10-15 business days after you take the exam.

Techno-Pm has provided a document with detailed instructions (including screenshots) regarding the booking process.

Yes. After training, you will receive a mock test to help you prepare for the ITIL 4 Specialist: Drive Stakeholder Value exam.

Your exam voucher fee is included in the price of this course. However, you must procure the exam voucher within six months from the date of course purchase. In case the exam fee goes up and you have not yet booked the exam, you will need to pay the difference in amount to Techno-Pm.

Exam vouchers are valid for one year from the date of issuance. If you do not book the exam within one year from the purchase of a voucher, you will need to buy the voucher again per the actual price.

Training FAQ

All of our trainers are ITIL-certified and have more than 15 years of experience in training and working in IT.

Yes. The examination fee is included in the course fee.

The ITIL 4 Specialist: Drive Stakeholder Value certificate does not expire.

Our teaching assistants are a dedicated team of subject matter experts motivated to help you get certified on your first attempt. They engage students proactively to ensure the course path is being followed and help you enrich your learning experience, from class onboarding to project mentoring and job assistance. Global Teaching Assistance is available during regular business hours.

We offer 24/7 support through email, chat, and calls. We also have a dedicated team that provides on-demand assistance through our community forum. What’s more, you’ll have lifetime access to the community forum, even after you complete your course.

Techno-Pm provides recordings of each class so you can review them as needed before the next session. With Flexi-Pass, Techno-Pm gives you access to all classes for 90 days so that you have the flexibility to choose sessions at your convenience.

We provides recordings of each class so you can review them as needed before the next session.