ITIL 4 Specialist: Drive Stakeholder Value

Welcome to the ITIL® Strategist: Drive Stakeholder Value course! This online, self-paced training is designed to equip you with the tools and techniques necessary to create and manage value for your stakeholders. Whether you’re looking to enhance customer experiences, improve service delivery, or foster stronger relationships, this course will provide you with the insights and skills needed to excel.

This course is for anyone who is preparing to sit the ITIL® 4 Specialist: Drive Stakeholder Value examination. The aim is to provide you with an understanding of the types of engagement and interaction between a service provider and its customers, users, suppliers, and partners. It leads organizations on a service journey in their service provider and consumer roles, supporting effective interaction and communication.

The ITIL 4 Specialist: Drive Stakeholder Value module is for IT professionals who foster relationships with stakeholders to co-create value. Drive Stakeholder Value benefits anyone who manages customer journeys, experiences, or expectations.

The course will help you to:

effectively manage key stakeholders
build trusted relationships
shape customer demand
embed effective design thinking
optimize user experience and customer experience.

You will learn how to identify and understand stakeholder needs and expectations, develop and implement value propositions that align with stakeholder requirements, and manage stakeholder relationships throughout the service lifecycle and communicate effectively, enhance customer and user experiences through continuous improvement. The course emphasizes practical approaches to ensuring that all stakeholder interactions contribute to overall service value.

‘The overall aim of this course is to enable you to gain a passing mark in the ITIL® 4 Specialist: Drive Stakeholder Value qualification. To pass the exam, you will need to:​• 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