The ITIL 4 Specialist Drive Stakeholder Value course 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 and focuses on the customer journey. It will provide candidates with the tools to increase stakeholder satisfaction by co-creating value which is integral to business success in the modern service economy.

This course covers a wide range of methods that will enable IT professionals to interact with stakeholders to influence and improve the overall customer/user experience.

Prerequisites

• An ITIL® 4 or ITIL® v3 Foundation certificate is mandatory.
• ITIL 4 Specialist: Drive Stakeholder Value pre-course work

Learning Outcomes

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

Course Outline

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