10 Jun ITIL® 4 Specialist Drive Stakeholder Value

ITIL® 4 Specialist Drive Stakeholder Value

Description of the course:

This module covers all types of engagement and interaction between a service provider and their customers, users, suppliers and partners. It focuses on the conversion of demand into value via IT enabled services. The module covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more. It will provide candidates with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape.

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 realize and validate service value

Course Format & exam pass marks

  • Number of questions: 40
  • Type of questions: multiple choice
  • Marks: 40 marks available.
  • Provisional pass mark: 70% or higher (28 marks or above)
  • Duration: 90 minutes (113 for non-native speakers)
  • This is a ‘closed book’ examination
  • Prerequisites: The candidate must have passed the ITIL 4 Foundation examination. In addition, the candidate must have attended an accredited training course for this module.

Intended 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.

Course length:

3 days training, exam taken on the last day (preparation and sitting the exam). The course can be also delivered in virtual mode, respecting the standard course length.

Requirements for homework:

During the Course, there will be Exercises and homework assigned to be completed prior to the exam.

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