ITIL® 4: Specialist Drive Stakeholder Value

This Course Includes:

Pass the ITIL 4 exam with the ITIL4 Specialist Drive Stakeholder Value course and lab. The lab is cloud-based, device-enabled, and can easily be integrated with an LMS. The ITIL certification training comprehensively covers the ITIL 4 exam objectives and provides knowledge on the areas such as SLA design, multi-supplier management, communication, relationship management, CX and UX design and customer journey mapping.  The examination fee is included in the price.

What will you get:

ITIL4 Specialist Drive Stakeholder Value certification is targeted at practitioners responsible for managing and integrating stakeholders and those who are responsible for fostering relationships with partners and suppliers. The certification is one of the pre-requisites for the designation of ITIL 4 Managing Professional which assesses the candidates practical and technical knowledge about how to run successful, modern, IT-enabled services, teams and workflows.

Lessons 1: About the ITIL story

  • The story so far

Lessons 2: ITIL Foundation recap

  • The ITIL service value system
  • The four dimensions model

Lessons 3: Introduction

  • The importance of engagement
  • Key principles

Lessons 4: The customer journey

  • Stakeholder aspirations
  • Touchpoints and service interactions
  • Mapping the customer journey
  • Designing the customer journey
  • Measuring and improving the customer journey

Lessons 5: Step 1: Explore

  • Understanding service consumers and their needs
  • Understanding service providers and their offers
  • Understanding markets
  • Targeting markets

Lessons 6: Step 2: Engage

  • Communicating and collaborating
  • Understanding service relationship types
  • Building service relationships
  • Managing suppliers and partners

Lessons 7: Step 3: Offer

  • Managing demand and opportunities
  • Specifying and managing customer requirements
  • Designing service offerings and user experience
  • Selling and obtaining service offerings

Lessons 8: Step 4: Agree

  • Agreeing and planning value co-creation
  • Negotiating and agreeing a service

Lessons 9: Step 5: Onboard

  • Planning onboarding
  • Relating to users and fostering relationships
  • Providing user engagement and delivery channels
  • Enabling users for services
  • Elevating mutual capabilities
  • Offboarding customers and users

Lessons 10: Step 6: Co-create

  • Fostering a service mindset
  • Ongoing service interactions
  • Nurturing user communities

Lessons 11: Step 7: Realise

  • Realising service value in different settings
  • Tracking value realisation
  • Assessing and reporting value realisation
  • Evaluating value realisation and improving customer journeys
  • Realising value for the service provider

Lessons 12: Conclusion

Hands-on LAB Activities (Performance Labs)


  • Understanding the Importance of Engagement and its Key Principles
  • Understanding the Service Relationships
  • Understanding the Relation among the Key Principles
  • Understanding the band of visibility

The Customer Journey

Understanding the Customer Journey

Step 1: Explore

  • Understanding the Markets

Step 2: Engage

  • Understanding the Business Provider Maturity Model
  • Understanding the Service Relationships

Step 3: Offer

  • Understanding the Customer Requirements
  • Understanding Selling and Obtaining the Service Offerings

Step 4: Agree

  • Understanding the Value Drivers for different types of Service Offerings

Step 5: Onboard

  • Understanding and Planning Onboarding

Step 6: Co-create

  • Understanding User Queries
  • Understanding the Types of Service Technology Encounters

Step 7: Realise

  • Understanding the Service Profit Chain

Exam FAQs

FAQ's are not Available for this course.





12+ Lessons

Delivery Method:




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