ITIL® 4 Specialist: Drive Stakeholder Value

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About Course

The ITIL® 4 Specialist Drive Stakeholder Value course is a comprehensive program designed to guide learners through the intricacies of managing and fostering relationships with stakeholders. It emphasizes mastering the customer journey, starting from the initial exploration of customer needs to the final realization of service value. The course is structured into eight modules that cover each step of the customer journey, including Explore, Engage, Offer, Agree, Onboard, Co-create, and Realize.Learners will gain insights into designing, measuring, and improving customer journeys, along with managing service touchpoints and interactions. They will learn how to tailor services to customer requirements, negotiate and agree on services, and ensure these services provide value to both the consumer and the provider. The ITIL 4 Drive Stakeholder Value module is pivotal for professionals seeking to enhance their ability to build meaningful relationships and co-create value with stakeholders, thereby solidifying their roles as ITIL 4 Specialist Drive Stakeholder Value practitioners. Through this course, participants will develop skills that are crucial for delivering and supporting services that meet and exceed the dynamic needs of customers.

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What Will You Learn?

  • Understand the importance of the customer journey in creating and maximizing stakeholder value within service management.
  • Identify and analyze touchpoints and service interactions to enhance the customer experience.
  • Learn how to map and design customer journeys that align with organizational objectives and customer needs.
  • Develop strategies for effective exploration of service consumer needs and service provider capabilities.
  • Acquire skills to engage with customers and stakeholders, building and sustaining trust and strong service relationships.
  • Gain knowledge in shaping demand, specifying customer requirements, and designing service offerings for optimal user experience.
  • Master the art of negotiating and agreeing on services that facilitate value co-creation with customers.
  • Learn how to effectively onboard customers, fostering relationships and enabling users for service through ITIL management practices.
  • Understand the co-creation of value in service provision and the nurturing of user communities for ongoing service interactions.
  • Measure and realize service value, capturing and improving customer journey experiences, and evaluating value realization for both customers and service providers.
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