ITIL(R) 4 Specialist: Drive Stakeholder Value

This course is aimed at individuals in management and service management roles who have a responsibility for the above noted practices as well as individuals who want to acquire the ITIL Managing Professional (MP) designation.

Roles include:

• Software Engineer/Developer
• Systems Engineer
• Service Delivery Manager
• DevOps Manager/Specialist
• Solution Architect
• Infrastructure Engineer
• IT Service Management Professional
• Release and Deployment Manager

As part of ITIL 4 Specialist: Drive Stakeholder Value course delegates will learn how to:

• 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

Learners must have an ITIL 4 Foundation certificate, or have attended and passed ITIL 4 Managing Professional Transition.

ITIL v3 or previous versions of ITIL Foundation certificates are NOT a valid prerequisite.

ITIL 4 Specialist: Drive Stakeholder Value pre-course work

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.

This certificated course consists of the following areas of learning.

Module – ITIL Foundation review

1 – Brief review of core ITIL 4 principles and concepts

Module – Customer Journey intro

Delegates will be able to:

1 – Understand the customer journey stages and it’s benefits

2 – Introduction into methods to be used when designing and improving customer journeys

Module - Explore

Delegates will understand how to:

1 - Target markets

2 - Understanding markets

3 - Understanding service providers and their offerings

4 - Understanding service consumers and their needs

Module - Engage

Delegates will understand how to:

1 - Effectively communicate and collaborate

2 – Identify the characteristics of different relationship types

3 – Develop customer relationships

Module - Offer

Delegates will understand how to:

1 - Manage demand and opportunities

2 - Specify and manage customer requirements

3 - Design service offerings and user experience

4 - Sell and obtain service offerings

Module - Agree

Delegates will understand how to:

1 - Align expectations and establish a shared view of the target service scope and quality

2 – Utilise service level management practice guidance to enable appropriate oversight of service delivery

Module - Onboard

Delegates will be able to :

1 – Understand the importance of onboarding and the preparation necessary

2 – Understand the use of omnichannel management as part of successful onboarding

3 – Understand the need to plan for offboarding activity as much as onboarding activity

Module – Co-create

Delegates will be able to :

1 - Understand how this stage enables the service to provide value

2 – Understand the importance of moments of truth and how to optimise them

3 – Understand the importance of feedback and user communities

Module - Realise

Delegates will be able to :

1 - Understand the principles of how to track, assess and evaluate service value realisation

2 – Understand the importance of measuring service experience and usage

3 – Understand the need to report in relevant ways how service value has occurred

4 – Continually assess and improve the customer journey

Proof of identification

In order to be eligible to take the associated exam, candidates are required to provide Photo ID with a valid signature e.g. driving license, passport etc. prior to sitting the exam. Failure to produce this ID will result in their exam results being withheld until proof of ID is provided. Please note that if proof is not provided within 40 days, candidate's exam results will be null and void and a re-sit would be required.

Reasonable Adjustments Policy

The exam provider allows additional time for candidates who have a disability or whose native language differs to that of the examination paper. At least two weeks' notice will be required for processing this request.

Delegates failing to advise CM and provide evidence when requested, may not be allowed the additional support offered via the policy.

Exam

PeopleCert exams take place remotely via PeopleCert Online Proctoring, and the afternoon of the last day of your course will continue with your learning until approximately 4.00pm. When booking your exam please ensure that it is for a time after the course has concluded and at a time convenient for you. You will be required to download and install ExamShield and conduct a compatibility test prior to sitting the exam.

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.

• The exam is administered by PeopleCert.
• The exam is 90 minutes in duration, includes 40 multiple-choice questions and is administered online by an independent examination body. Participants are provided with an exam voucher so they can schedule the exam at their convenience on any date after completion of the course.
• A passing mark of 70% is required to receive certificate. An exam review is included in the course to help prepare attendees for the final exam.
• A PeopleCert certification exam voucher is included in the cost of training.