Our classroom training provides you the opportunity to interact with instructors and benefit from face-to-face instruction.
ITIL® 4 Specialist: Drive Stakeholder Value
VIRTUAL TRAINING
Catering to the demands of busy professionals, our virtual training programs are as effective as face-to-face learning.
CORPORATE TRAINING
Our Corporate training provides you the opportunity to interact with instructors and benefit from face-to-face instruction.
TRAINING HIGHLIGHTS
High quality training from Certified & Industry Experts
Earn 24 PDUs
Course Completion Certificates
Reimbursement guaranteed if the training is not satisfied
Extensive documentation provided
Our approach is both practical and inspirational. Our training is carefully designed and tested to develop the key skills and confidence needed while being highly participatory and fun
Course Description:
The ITIL ® 4 Specialist: Drive Stakeholder Value module is part of the Managing Professional stream for ITIL 4, and participants need to pass the related certification exam for working towards the Managing Professional (MP) designation. The ITIL® 4 Specialist: Drive Stakeholder module provides guidance on establishing, maintaining, and developing effective service relationships at appropriate levels. It guides the organizations on a service journey in their service provider and consumer roles, supporting effective interaction and communication.
The ITIL® 4 Specialist: Drive Stakeholder Value course is a 3-day course based on the ITIL® 4 Specialist: Drive Stakeholder Value exam specification from AXELOS. With the help of ITIL® 4 concepts and terminology, exercises, and examples included in the course, you will acquire relevant knowledge to pass the ITIL® 4 Specialist: Drive Stakeholder Value certification exam.
Module 1: Customer Journey
- Purpose of the Module
- Purpose of Mastering the Customer Journey
- Touchpoints and Service Interactions
- Module Topics
- Mapping the Customer Journey
- Designing the Customer Journey
- Measuring and Improving the Customer Journey
Module 2: Customer Journey Step 1: Explore
- Purpose of the Module
- Purpose of the Explore Step
- Module Topics
- Understanding Service Consumers
- Understanding Service Providers
- Understanding and Targeting Markets
Module 3: Customer Journey Step 2: Engage
- Purpose of the ModulePurpose of the Engage Step
- Aspects of Service Value
- Module Topics
- Service Relationship Types
- Building Service Relationships
- Building and Sustaining Trust and Relationships
- Analyzing Customer Needs
- Managing Suppliers and Partners
Module 4: Customer Journey Step 3: Offer
- Purpose of the Module
- Purpose of Shaping Demand and Service Offerings
- Module Topics
- Managing Demand and Opportunities
- Specifying and Managing Customer Requirements
- Designing Service Offerings and User Experience
- Selling and Obtaining Service Offerings
Module 5: Customer Journey Step 4: Agree
- Purpose of the Module
- Purpose of Aligning Expectations and Agreeing Services
- Module Topics
- Agreeing and Planning Value Co-Creation
- Negotiating and Agreeing a Service
Module 6: Customer Journey Step 5: Onboard
- Purpose of the ModulePurpose of Onboarding and Offboarding
- ITIL Management Practices
- Module TopicsPlanning Onboarding
- Fostering Relationships with Users
- Providing User Engagement and Delivery Channels
- Enabling Users for Service Elevating Mutual Capabilities
- Offboarding
Module 7: Customer Journey Step 6: Co-create
- Purpose of the Module
- Purpose of Service Provision and Consumption
- Module Topics
- Service Mindset
- Ongoing Service Interactions
- Nurturing User Communities
Module 8: Customer Journey Step 7: Realize
- Purpose of the ModuleMeasuring Service Value
- Purpose of Value Capturing and Customer Journey Improvement
- Realizing Service Value in Different Settings
- Module TopicsTracking Value Realization
- Assessing and Reporting Value Realization
- Evaluating Value Realization and Improving Customer Journeys
- Realizing Value for the Service Provider
Learning Objectives:
The learning objectives of the course are based on the following learning outcomes of the ITIL® 4 Specialist: Drive Stakeholder Value exam specification:
- 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 on 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
Day 1
Recap of ITIL 4 concepts, Course Introduction – ITIL 4 Drive Stakeholder Value
Module 1: Customer Journey
Module 2: Customer Journey Step 1: Explore
Module 3: Customer Journey Step 2: Engage
Day 2
Module 4: Customer Journey Step 3: Offer (Contd.)
Module 5: Customer Journey Step 4: Agree
Module 6: Customer Journey Step 5: Onboard
Module 7: Customer Journey Step 6: Co-create
Day 3
Module 8: Customer Journey Step 7: Realize
Exam Preparation and Mock Exam
Exam
The ITIL® 4 Specialist: Drive Stakeholder Value course target audience includes but is not limited to:
- Business Managers
- Business Process Owners
- IT Consultants
- IT Developers
- IT Management
- IT Support Staff
- Service Providers
- System Integrators
What does Mangates provide me on the day of the course?
We provide Course Materials, Course Completion Certificate and Refreshments
What experience does Instructor has?
All our Instructors are Certified & Industry Experts and they have years of experience in teaching Agile Courses
Do you provide a group discount for classroom training programs?
We do Provide Group Discounts such as 10% for group of 3, 15% for group of 5 and 20% for the group of 10 people.
If I cancel my Enrollment, how can I claim my Refund?
You can request a refund by sending an email to info@mangates.com and within 7 working days you get your money back.
