ITIL 4 Specialist: Drive Stakeholder Value

3 Day Course
Official ITIL Curriculum
Code ITIL4SDSV

Book Now - 3 Delivery Methods Available:

Classroom Virtual Classroom Private Group - Virtual Self-Paced Online

Overview

The ITIL 4 Specialist Drive Stakeholder Value course covers all types of engagement and interaction between a service provider and their customers, users, suppliers and partners. It focuses on the conversion of demand into value via IT-enabled services and focuses on the customer journey. It will provide candidates with the tools to increase stakeholder satisfaction by co-creating value which is integral to business success in the modern service economy.

This course covers a wide range of methods that will enable IT professionals to interact with stakeholders to influence and improve the overall customer/user experience.

Objectives

  • 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

Target Audience

  • IT and digital professionals responsible for managing and interfacing with stakeholders and fostering relationships to gain value realisation
  • Anyone who designs or manages customer journeys and experiences
  • IT and digital professionals who need to manage customer demands and expectations

The following are suggested job titles that would be relevant for attending this course: Business Relationship Manager; Enterprise Architect; Project Manager; Supplier Relationship Manager; UX/CX Designer; Service Level Manager; Service Delivery Manager; Customer Success Manager; Scrum Master; IT Solutions Manager; Contract Manager; Enterprise Architect; Vendor Manager; Demand Manager

Additional Information

As part of the course, delegates will be prepared for and take the ITIL 4 Specialist: Drive Stakeholder Value examination. The exam is a ‘closed book’ examination, 90 minutes in duration and consists of 40 multi-choice questions. Successful candidates will need to score 28 or more out of 40 to pass.

Training Partners

We work with the following best of breed training partners using our bulk buying power to bring you a wider range of dates, locations and prices.

Modules

Course Topics (5 topics)

  • Shape customer demand - Effectively manage stakeholders and target them with the right service offerings and value propositions
  • Create a trusted relationship with your stakeholders - Understand how to use effective and timely communication to influence stakeholders at all levels to encourage a culture of collaboration and transparency
  • Develop mutually agreed requirements - Establish consumers and producers as multi-dependent, ensuring that value is always mutually agreed, and requirements are prioritised
  • Ensure high customer satisfaction levels - Keep customers front-of-mind and adopt a service mindset
  • Optimise the customer experience - Integrate Human Centred Design, Customer Experience (CX), User Experience (UX) design, and customer journey mapping to deliver services that delight and evolve as environments change

Prerequisites

Delegates must already have an ITIL 4 Foundation certificate. ITIL v3 or previous versions of ITIL Foundation certificates are NOT a valid prerequisite.

Delegates will be provided with pre-course work prior to attending the course by email. Success on the course will be enhanced by close attention to the pre-course reading materials. If you have not received your pre-course work within one week of the start of your course, please contact your Account Manager

Additional Learning

The courses below may help you meet the knowledge level required to take this course. If you are unsure please ask a training advisor .

Scheduled Dates

Please select from the dates below to make an enquiry or booking.

Pricing

Different pricing structures are available including special offers. These include early bird, late availability, multi-place, corporate volume and self-funding rates. Please arrange a discussion with a training advisor to discover your most cost effective option.

Code Location Duration Price Oct Nov Dec Jan Feb Mar
ITIL4SDSV
Virtual Classroom (Attend From Anywhere)
3 Days $2,180
12-14
ITIL4SDSV 3 Days $2,180
21-23
ITIL4SDSV
Bristol (Castlemead)
3 Days $2,180
ITIL4SDSV 3 Days $2,180
ITIL4SDSV 3 Days $2,180
ITIL4SDSV
Leeds (City Exchange)
3 Days $2,180
ITIL4DSV
London - Old Broad Street
3 Days $1,995
ITIL4SDSV 3 Days $2,180
12-14
ITIL4SDSV
Manchester (Oxford St)
3 Days $2,180
08-10
ITIL4SDSV
Virtual Classroom (Virtual On-Line)
3 Days $2,180
21-23
ITIL4DSV
Wokingham
3 Days $1,995
ITIL4DSV
Zoom Virtual Centre
3 Days $1,995

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