ITIL® 4 Specialist: Drive Stakeholder Value Course

ITIL® 4 Specialist: Drive Stakeholder Value Course Outline

Module 1: Understand How Customer Journeys are Designed 

• Concept of the Customer Journey 

• Definition: Customer Journey 

• Relationships Between Value Streams and Customer Journeys 

• Customer Journey and Service Interaction 

• Concept of Customer Journey 

• Customer Experience 

• User Experience 

• Three Aspects of the Customer and User Experience 

• Purpose of Identifying, Understanding, and Mastering the Customer Journey 

• Stages Involved in Designing an End-to-End Customer Journey and Experience 

• Stakeholder Aspirations 

• Touchpoints and Service Interactions 

• Mapping the Customer Journey 

• Personas and Scenarios 

• Customer Journey Maps 

• Example of a Customer Journey Map 

• Understanding the Customer Experience 

• Design Thinking 

• Marc Stickdorn’s Five Principles of Service Design Thinking 

• Design Thinking 

• Leveraging Behavioural Psychology 

• Design for Different Cultures 

• Measuring and Improving the Customer Journey 
   

Module 2: How to Target Markets and Stakeholders? 

Step 1: Explore 

• Understanding Service Consumers and Their Needs 

• Purpose of the Organisation 

• The ‘Golden Circle’ 

• External and Internal Factors 

• SWOT Analysis 

• Objectives and Opportunities 

• Risks and Mitigation 

• Understanding Service Providers and their Offers 

• Industry Standards and Reference Architectures 

• Characteristics of Markets 

• Understanding Markets 

• Market Segmentation 

• Characteristic-Based Market Segmentation 

• Needs-Based Market Segmentation 

• Identifying and Analysing Service Consumers 

• Marketing Activities and Techniques 

• Targeting Markets 

• Value Propositions 

• Marketplace and the Marketspace 

• Personalising and Profiling 

• Targeted Marketing 

• AIDA Model 

• Brand and Reputation 

• Sustainability and the Triple Bottom Line 

• Importance of Existing Customers 
   

Module 3: How to Foster Stakeholder Relationships? 

Step 2: Engage 

• Communicating 

• Cooperation and Collaboration 

• Listening Modes 

• Service Relationship Types 

• Basic Relationship 

• Cooperative Relationship 

• Partnership 

• Engaging and Fostering Relationships in Different Environments 

• Building Service Relationships 

• Service Relationship Ladder 

• 5 Steps of the Service Relationship Ladder 

• Creating an Environment that Allows Relational Patterns to Emerge 

• Initial Engagement Tools 

• Building and Sustaining Trust and Relationships 

• Trust and Relationship Factors 

• Three C’s Model Applied to a Service Relationship 

• Three C’s Model 

• How to Develop Customer Relationships? 

• Building of Trust and Relationships 

• Understanding Service Provider Capabilities 

• Understanding Customer Needs 

• Understanding Value Drivers 

• Value Drivers 

• Example of a Value Driver Framework 

• How Service, Services Interactions, Service Offerings, Products, and Resources are Related 

• Assessing Mutual Readiness and Maturity 

• Types of Maturity Assessment in the Engage Step 

• Managing Suppliers and Partners 

• Relationship Management: Service Integrator Activities 

• Supplier Management Practice 
   

Module 4: How to Shape Demand and Define Service Offerings? 

Step 3: Offer 

• Managing Demand and Opportunities 

• Patterns of Business Activity 

• Optimising Capacity 

• Capacity and Performance Management Practice 

• Shaping or Smoothing Demand 

• Pricing and Charging 

• Building the Customer Business Case 

• Building the Service Provider Business Case 

• How to Collect, Specify, and Prioritise Requirements from a Diverse Range of Stakeholders? 

• Specifying and Managing Customer Requirements 

• Roles and Responsibilities 

• Managing Requirements 

• Minimum Viable Product – MVP 

• User Stories and Story Mapping 

• MoSCoW Method 

• Weighted Shortest Job First 

• Methods for Designing Digital Service Experiences Based on Value-Driven, Data-Driven, and User Centred Service Design 

• Designing Service Offerings and User Experience 

• Lean Thinking 

• Agile Product and Service Development 

• User-Centred Design and Service Design Thinking 

• Service Blueprinting 

• Design for Onboarding 

• Approaches for Selling and Obtaining Service Offerings 

• Selling and Obtaining Service Offerings 

• Pricing 

• Internal and External Sales 

• Business Analysis Management Practice 
   

Module 5: How to Align Expectations and Agree Details of Services? 

Step 4: Agree 

• Agreeing and Planning Value Co-Creation 

• Types of Service Value Drivers 

• Service Interaction Method 

• Inherent and Assigned Characteristics of Services 

• How to Negotiate and Agree Service Utility, Warranty, and Experience? 

• From Service Consumer Needs to Agreement 

• SLA Content and Structure 

• Service Level Management Practice 

• Negotiating and Agreeing Service Utility, Warranty, and Experience 
   

Module 6: How to Onboard and Offboard Customers and Users? 

Step 5: Onboarding 

• Purposes of Onboarding and Offboarding 

• Onboard 

• Planning Onboarding 

• Onboarding Goals 

• Onboarding Scope 

• Examples of Consumer Resources to Onboard 

• Onboarding Customer and Users: Onboarding Actions 

• Examples of Service Provider, Service Consumer, and Supplier/Partner Onboarding Actions 

• Onboarding Control 

• Ways of Relating with Users and Fostering User Relationships 

• Relating to Users and Fostering Relationships 

• Fostering Relationships with Corporate Users 

• Fostering Relationships with Individual Service Consumers 

• Providing User Engagement and Delivery Channels 

• Seamless User Journey with Omnichannel Management 

• Examples of Omnichannel Challenges that have to be Considered by Service Providers 

• Enabling Users for Services 

• Offboarding Customers and Users 

• Customer Offboarding 

• User Offboarding 

• Service Catalogue Management Practice 

• Service Desk Management Practice 

• Understand How Users Can Request Services 

• On-going Service Interactions 

• Service Requests 

• Service Desk Interactions 

• When Things Go Wrong 

• Moments of Truth 

• Intelligent Disobedience 

• Customer and User Feedback 

• Challenges and Solutions for Continual Customer and User Feedback
   

Module 7: How to Act Together to Ensure Continual Value Co-Creation? 

Step 6: Co-Create 

• Fostering a Service Mindset 

• Service Mindset for Service Provision 

• Methods for Triaging of User Requests 

• Concept of User Communities 

• Nurturing User Communities 

• Super-Users 

• Service Requests 
   

Module 8: How to Realise and Validate Service Value? 

Step 7: Realise 

• Realising Service Value in Different Settings 

• Tracking, Assessing, and Evaluating Value Realisation in Different Types of Service Relationships 

• Methods to Track and Monitor Service Value 

• Tracking Value Realisation 

• Tracking Performance, Output, and Outcome 

• Tracking Experience and Satisfaction 

• Tracking Service Usage 

• Assessing and Reporting Value Realisation 

• Evaluating Value Realisation and Improving Customer Journeys 

• Evaluation and Verification 

• Continual Improvement 

• Tracking, Assessing, and Evaluating Outcomes 

• Charging Mechanisms 

• Charging and Billing 

• Portfolio Management 

• Drive Stakeholder Value – Conclusion 

What You’ll Learn in this Course

This course takes you from understanding stakeholder engagement principles to applying strategies that enhance value co-creation, customer satisfaction, and service experience. Each stage builds your ability to strengthen trust and deliver exceptional outcomes. 

• Learn how to manage and enhance customer journeys effectively 

• Learn to foster stakeholder relationships and align services with expectations 

• Learn how to design and deliver value-driven customer experiences 

• Learn to build transparency and trust between service providers and consumers 

• Learn techniques to measure, improve, and sustain stakeholder satisfaction 

• Learn to apply ITIL® 4 practices that drive engagement and continuous value

ITIL® 4 Specialist: Drive Stakeholder Value Exam Information 

The ITIL® 4 Specialist: Drive Stakeholder Value Exam assesses delegates’ understanding of stakeholder engagement, customer experience, and value co-creation principles within the ITIL® framework. The format of the exam is as follows: 

• Question Type: Multiple Choice  

• Total Questions: 40   

• Total Marks: 40 Marks   

• Pass Mark: 70%, or 28/40 Marks  

• Duration: 90 Minutes  

• Open Book/ Closed Book: Closed Book