Introduction

This course is one of the 4 ITIL 4 Managing Professional training tracks. Therefore, it is one of the certifications that the student must pass to obtain the “Managing Professional” (MP) designation, as shown in the chart.

ITIL® 4 Drive Stakeholder Value covers all types of engagement and interaction between a service provider and its customers, users, suppliers and partners.

The purpose of ITIL 4 Drive Stakeholder Value is to guide both service providers and customers in the principles and practices of value co-creation. To drive stakeholder value, stakeholders must contribute to creating service value through the stages of a generic customer journey, as shown in the graphic.

Objectives

Upon completing this course, learners will understand all types of engagement and interactions between a service provider and its customers, users, suppliers and partners, including the fundamental concepts of CX, UX and journey mapping.

Student profile

Executives and Managers from IT and business areas; Consultants, Service Providers, Service Development and Support Staff and, in general, all those interested in a better provision and delivery of high quality IT services, as well as people interested in obtaining the ITIL® 4 Specialist Certificate: Drive Stakeholder Value.

The ITIL® 4 Specialist Certificate: Drive Stakeholder Value is a prerequisite for the ITIL 4 Managing Professional (MP) designation.

Prerequisites

Students must hold the ITIL® 4 Foundation certification.

It is recommended that attendees have more than 1 year of work experience in the IT industry.

Course Materials

Each student will receive a copy of the official documentation.

Methodology

• Presentation of concepts through explanatory slides.
• Discussions with the students on approaching the different ITIL® concepts in their companies.
• Practical exercises in teams to reinforce knowledge.
• Mock exam exercises to enable the student to pass the official certification exam.

Certifications

The completion of the course will allow the subsequent completion of the ITIL® 4 Specialist exam: Drive Stakeholder Value. The exam consists of a one-and-a-half-hour test in English (113 minutes for non-English speaking students) with 40 multiple-choice questions, which are usually held at the end of the course.

The purpose of the ITIL® 4 Specialist: Drive Stakeholder Value is to assess whether the candidate can demonstrate sufficient understanding and application of ITIL 4 for the creation, delivery and support of services.

24 Project Management Institute (PMI)® PDUs are awarded for attending this course.

As of November 1, 2019, the authorized certification body (AXELOS) makes it mandatory to take the exam associated with this training.

The conditions of the additional Certification services are subject to the terms of the license owner or the authorized certifying body.

Accreditation

A Letter of Course Attendance will be issued only to students with an attendance of more than 75% and a Diploma of Achievement if they also pass the evaluation test.

ITIL®4 Specialist: Drive Stakeholder Value

1. Customer Journey

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

2. Customer Journey Step 1: Explore

• Understanding service consumers
• Understanding service providers
• Understanding and targeting markets

3. Customer Journey Step 2: Engage

• Types of Service Relationships
• Building Service Relationships
• Building and maintaining trust and relationships
• Analyzing Customer Needs
• Managing Suppliers and Partners

4. Customer Journey Step 3: Supply

• Managing demand and opportunities
• Specifying and managing customer requirements
• Designing service offerings and user experience
• Selling and procuring service offerings

5. Customer Journey Step 4: Agreement

• Agreeing and planning value co-creation
• Negotiating and deciding on a service

6. Customer Journey Step 5: On-boarding

• Planning for Onboarding
• Fostering relationships with users
• Providing users with channels for participation and delivery
• Enable users for service
• Elevate mutual capabilities
• Offboarding

7. Customer Journey Step 6: Co-Create

• Service mindset
• Continuous Service Interactions
• Cultivating user communities

8. Customer Journey Step 7: Realization

• Tracking Value Realization
• Assessing and Reporting Value Realization
• Assessing value realization and improving customer journeys
• Realizing Value for the Service Provider

JST 361 | JST361 | JST-361