- Home
- IT Courses
- ITIL® 4 Specialist Drive Stakeholder Value (Exam Included)
ITIL® 4 Specialist Drive Stakeholder Value (Exam Included)
Course Code: SM-DSV
The ITIL® 4 Specialist: Drive Stakeholder Value module is part of the Managing Professional stream for ITIL® 4, and participants need to pass the related certification exam for working towards the Managing Professional (MP) designation. The ITIL® 4 Specialist: Drive Stakeholder module provides guidance on establishing, maintaining, and developing effective service relationships at appropriate levels. It guides the organizations on a service journey in their service provider and consumer roles, supporting effective interaction and communication. *** ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved ***
The target audience for the ITIL® 4 Specialist: Drive Stakeholder Value includes, but are not limited to, the following:
- Service management practitioners involved in interactions with customers, users, and suppliers
- Team leads and middle management of service providers
- Service and product owners, service designers
- Relationship managers, service level and service experience managers
Those wishing to take this course must have passed the ITIL® 4 Foundation examination.
Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this course:
- 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 on 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
This course will prepare delegates to take the ITIL® 4 Specialist Drive Stakeholder Value exam. Successfully passing this exam will result in the ITIL® 4 Specialist Drive Stakeholder Value Certification.
Exam Prerequisite:
Note that attendance of the Instructor-led ITIL® Specialist Drive Stakeholder Value course is mandatory and serves as a prerequisite before attempting the ITIL® Specialist Drive Stakeholder Value Examination.
Exam Format:
- 40 questions, multiple-choice examination
- Closed Book
- Online Web-Based
- 90 minutes (candidates taking an exam in a language that is not their native or working language may be awarded 25% extra time)
- Pass Score 70% or higher – a raw score of 28 marks or above
Please Note:
The ITIL® 4 Specialist: Drive Stakeholder Value course bundle includes the ITIL® 4 Specialist: Drive Stakeholder Value examination and will be quoted and purchased together.
Modules
- Purpose of the Module
- Purpose of Mastering the Customer Journey
- Touchpoints and Service Interactions
- Module Topics
- Mapping the Customer Journey
- Designing the Customer Journey
- Measuring and Improving the Customer Journey
Step 1: Explore
- Purpose of the Module
- Purpose of the Explore Step
- Module Topics
- Understanding Service Consumers
- Understanding Service Providers
- Understanding and Targeting Markets
Step 2: Engage
- Purpose of the Module
- Purpose of the Engage Step
- Aspects of Service Value
- Module Topics
- Service Relationship Types
- Building Service Relationships
- Building and Sustaining Trust and Relationships
- Analyzing Customer Needs
- Managing Suppliers and Partners
Step 3: Offer
- Purpose of the Module
- Purpose of Shaping Demand and Service Offerings
- Module Topics
- Managing Demand and Opportunities
- Specifying and Managing
- Customer Requirements
- Designing Service Offerings and User Experience
- Selling and Obtaining Service Offerings
Step 4: Agree
- Purpose of the Module
- Purpose of Aligning
- Expectations and Agreeing Services
- Module Topics
- Agreeing and Planning Value Co-Creation
- Negotiating and Agreeing to a Service
Step 5: Onboard
- Purpose of the Module
- Purpose of Onboarding and Offboarding
- ITIL® Management Practices
- Module Topics
- Planning Onboarding
- Fostering Relationships with
- Users
- Providing User Engagement and Delivery Channels
- Enabling Users for Service
- Elevating Mutual Capabilities
- Offboarding
Step 6: Co-create
- Purpose of the Module
- Purpose of Service Provision and Consumption
- Module Topics
- Service Mindset
- Ongoing Service Interactions
- Nurturing User Communities
Step 7: Realize
- Purpose of the Module
- Measuring Service Value
- Purpose of Value Capturing and Customer Journey Improvement
- Realizing Service Value in Different Settings
- Module Topics
- Tracking Value Realization
- Assessing and Reporting Value Realization
- Evaluating Value Realization and Improving Customer Journeys
- Realizing Value for the Service Provider