ITIL® 4 Specialist - Drive Stakeholder Value

Course Overview

ITIL ® 4: Drive Stakeholder Value covers all types of engagement and interactions between a service provider and its customers, users, suppliers, and partners. It explores the various steps organizations can take in order to drive stakeholder value, including (but not limited to) fostering various types of relationships, understanding markets and stakeholders, and capturing and realizing value. The course also deals with the conversion of demand into value through IT-enabled services, providing readers with the necessary tools to increase stakeholder satisfaction. It can be adopted and adapted in all types of organizations, helping to establish, maintain, and develop an effective service relationship at an appropriate level.

Target Group

  • individuals continuing their journey in service management
  • ITSM managers and aspiring ITSM managers
  • ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery existing ITIL qualification holders wishing to develop their knowledge

Course Coverage

  • 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        

    Exam Format

  • Multiple Choice, 40 questions. Each question is worth one mark. 9 questions at Bloom's level 1, 31 questions at Bloom's level 2
  • Maximum 90 Minutes for all candidates
  • Candidates completing an exam in a language that is not their mother tongue have a maximum of 112 minutes to complete the exam and are allowed the use of a dictionary
  • The Pre-requisite is ITIL® 4 Foundation
  • Passing Marks is 28/40 or 70%

Exam Pre-Requisite – ITIL® 4 Foundation Certification

Examination Body – Axelos

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