ITIL® 4 Specialist – Drive Stakeholder Value with exam

Learn all types of commitments and interactions, including mapping and key concepts of the customer experience and user experience.
ITIL
Private session

This training is available in a private or personalized format. It can be provided in one of our training centres or at your offices. Call one of our consultants of submit a request online.

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  • Duration: 3 days
  • Regular price: On request

Course outline

Duration : 3 days (excluding exam)

This course earns PMI® Professional Development Units (PDU).

ITIL® 4 focuses on a new form of IT service management, driven by the customer experience, value flows, digital transformation and new working methods such as Lean, Agile and DevOps.

The ITIL 4 Drive Stakeholder Value qualification is intended 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.

The ITIL 4 Drive Stakeholder Value examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of ITIL 4 to all types of engagement and interaction between a service provider and their customers, users, suppliers and partners.

The ITIL 4 Drive Stakeholder Value qualification is one of the pre-requisites 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.

Our certified trainers are professionals working daily in environments where these practices support the co-creation of value. Our training includes examples, simulations and case studies applied to the current realities of the organization.

Audience

  • Individuals continuing their journey in service management
  • ITSM managers and aspiring ITSM managers
  • ITSM practitioners who are responsible for managing and integrating stakeholders, focus on the customer journey and experience, and/or are responsible for fostering relationships with partners and suppliers
  • Existing ITIL qualification holders wishing to develop their knowledge.

Prerequisites

To participate in the course and certification, candidates must already have:

  • ITIL®4 Foundation certificate

Proof will be required at registration.

In addition, the candidate must have attended an accredited training course for this module (the recommended duration for this training is 18 hours including the examination).

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
LanguageEnglish (material and exam) – Delivery of the class can be in French or English.
Course student materialStudents will receive an ITIL®4 Drive Stakeholder Value electronic (pdf) workbook containing all of the presentation materials, course notes, case study and sample exams.
ApproachAn interactive approach consisting of readings, discussions and experience sharing will prepare participants for the ITIL® 4 Drive Stakeholder Value certification and provide them with practical knowledge which they can then apply in the workplace.
Certification and exam
  • The exam is closed book with forty (40) multiple choice questions.
  • The pass grade is 70% (28 out of 40 questions).
  • Each question is worth 1 mark.
  • There is no negative marking
  • The exam lasts 90 minutes.
  • Non-native speakers may be awarded 25% extra time.
  • There are 15 questions at Bloom’s Level 2 = approx. 37.5%
  • There are 25 questions at Bloom’s Level 3 = approx. 62.5%
Contents
  • Understand how customer journeys are designed (BL2)
  • Know how to target markets and stakeholders (BL2/3)
  • Know how to foster stakeholder relationships (BL2/3)
  • Know how to shape demand and define service offerings (BL2/3)
  • Know how to align expectations and agree details of services (BL3)Know how to onboard and offboard customers and users (BL2/3)
  • Know how to act together to ensure continual value co-creation (service consumption / provisioning) (BL2/3)
  • Know how to realize and validate service value (BL2/3)

Legal notes

The ITIL® courses on this page are offered by ES3I, Affiliate of Quint Wellington Redwood, which is an ATO of AXELOS Limited. ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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