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ITIL®4 Specialist Drive Stakeholder Value

About the Course

Course Duration: 3 days
Exam Fees Included

Price: £1265-£1595

The purpose of the ITIL 4 Drive Stakeholder Value Qualification 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.
The purpose of the ITIL 4 Drive Stakeholder Value Examination is:
• 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.
The target audience for this qualification is:
• 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.

Entry Requirements

Candidates must have passed  the ITIL4 Foundation examination to attend this course

The Exam

  • Multiple choice
  • 40 questions
  • 28 marks required to pass (out of 40 available) – 70%
  • 90 minutes duration
  • Closed book.

Course Objectives

Understand how customer journeys are designed

  • Understand the concept of the customer journey
  • Understand the ways of designing and improving customer journeys

Know how to target markets and stakeholders

  • Understand the characteristics of markets
  • Understand marketing activities and techniques
  • Know how to describe customer needs and internal and external factors that affect these
  • Know how to identify service providers and explain their value propositions

Know how to foster stakeholder relationships

  • Understand the concepts mutual readiness and maturity
  • Understand the different supplier and partner relationship types, and how these are managed
  • Know how to develop customer relationships
  • Know how to analyse customer needs
  • Know how to use communication and collaboration activities and techniques
  • Know how the “Relationship management” practice can be applied to enable and contribute to fostering relationships
  • Know how the “Supplier management” practice can be applied to enable and contribute to supplier and partner relationships management

Know how to shape demand and define service offerings

  • Understand methods for designing digital service experiences based on value driven, data driven and user centred service design
  • Understand approaches for selling and obtaining service offerings
  • Know how to capture, influence and manage demand and opportunities
  • Know how to collect, specify and prioritise requirements from a diverse range of stakeholders
  • Know how the “Business analysis” practice can be applied to enable and contribute to requirement management and service design
  • Know how to shape demand and define service offerings
    • Understand methods for designing digital service experiences based on value driven, data driven and user centred service design
    • Understand approaches for selling and obtaining service offerings
    • Know how to capture, influence and manage demand and opportunities
    • Know how to collect, specify and prioritise requirements from a diverse range of stakeholders
    • Know how the “Business analysis” practice can be applied to enable and contribute to requirement management and service design
    Know how to align expectations and agree details of services
    • Know how to plan for value co-creation
    • Know how to negotiate and agree service utility, warranty and experience
    • Know how the “Service level management” practice can be applied to enable and contribute to service expectation management
    Know how to onboard and offboard customers and users
    • Understand key transition, onboarding and offboarding activities
    • Understand the ways of relating with users and fostering user relationships
    • Understand how users are authorized and entitled to services
    • Understand different approaches to mutual elevation of customer, user and service provider capabilities
    • Know how to prepare onboarding and offboarding plans
    • Know how to develop user engagement and delivery channels
    • Know how the “Service Catalogue management” practice can be applied to enable and contribute to offering user services
    • Know how the “Service Desk” practice can be applied to enable and contribute to user engagement
    Know how to act together to ensure continual value co-creation (service consumption / provisioning)
    • Understand how users can request services
    • Understand methods for triaging of user requests
    • Understand the concept of user communities
    • Understand methods for encouraging and managing customer and user feedback
    • Know how to foster a service mindset (attitude, behaviour and culture)
    • Know how to use different approaches to provision of user services
    • Know how to seize and deal with customer and user ‘moments of truth’
    • Know how the “Service request management” practice can be applied to enable and contribute to service usage
    Know how to realise and validate service value
    • Understand methods for measuring service usage and customer and user experience and satisfaction
    • Understand different types of reporting of service outcome and performance
    • Understand charging mechanisms
    • Know how to assess service value realization
    • Know how to prepare to evaluate and improve the customer journey
    • Know how the “Portfolio management” practice can be applied to enable and contribute to service value realisation

Syllabus – Key points

 

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