ITIL® 4 Specialist: Drive Stakeholder Value - Self-paced eLearning
Overview
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. With bite-sized modules, the course is tailored for busy professionals, allowing you to learn at your own pace through engaging, interactive content. You’ll access a range of resources, including multimedia quizzes, real-world case studies, and the Official ITIL 4 glossary. Self-paced learning empowers you to tailor your learning experience, apply ITIL 4 to complete projects and prepare thoroughly for certification with comprehensive support materials.
The interactive e-learning portal is designed for convenience, enabling you to learn at your own pace, anytime and anywhere in the world. You can fit your studies around your schedule, taking the exam online at a time that suits you best.
There are two purchase options for you to choose from:
- eLearning: For self-paced learners seeking an engaging interactive eLearning experience to guide exam preparation.
- eLearning+: For self-paced learners in search of a comprehensive and interactive eLearning experience, backed by Official Mock Exams and a free exam retake to instil confidence and increase their chances of exam success.
The ITIL® 4 Specialist: Drive Stakeholder Value - Self-paced eLearning package includes:
- Online Proctored Exam Voucher
- Official eBook
- Online Training Material (12-month license)
- Interactive e-Learning (quizzes and knowledge checks)
- Auto-marked Sample Papers
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ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
Who should attend
Popular among professionals who have advanced to roles such as:
- DevOps Engineer
- Enterprise Architect
- IT Service Manager
- IT Service Desk Analyst
Prerequisites
Please note: an ITIL 4 Foundation certification is a pre-requisite for studying Drive Stakeholder Value.
What you'll learn
By the end of this course, you will be able 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 realise and validate service value
Course content
Module 1: Customer Journey
- Mapping the Customer Journey
- Designing the Customer Journey
- Measuring and Improving the Customer Journey
Module 2: Customer Journey Step 1: Explore
- Understanding Service Consumers
- Understanding Service Providers
- Understanding and Targeting Markets
Module 3: Customer Journey Step 2: Engage
- Service Relationship Types
- Building Service Relationships
- Building and Sustaining Trust and Relationships
- Analysing Customer Needs
- Managing Suppliers and Partners
Module 4: Customer Journey Step 3: Offer
- 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
- Agreeing and Planning Value Co-Creation
- Negotiating and Agreeing a Service
Module 6: Customer Journey Step 5: Onboard
- Planning 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
- Service Mindset
- Ongoing Service Interactions
- Nurturing User Communities
Module 8: Customer Journey Step 7: Realise
- Tracking Value Realisation
- Assessing and Reporting Value Realisation
- Evaluating Value Realisation and Improving Customer Journeys
- Realising Value for the Service Provider
Common questions
When can I start ITIL® 4 Specialist: Drive Stakeholder Value - Self-paced eLearning?
Whenever you like. This is a self-paced online course, so there are no scheduled dates — you enrol, get access, and work through it in your own time.
How much does ITIL® 4 Specialist: Drive Stakeholder Value - Self-paced eLearning cost?
From $1,700 + GST per person. Pricing can differ by date and location, so check the option you want before booking.
Do I need any prior experience?
Please note: an ITIL 4 Foundation certification is a pre-requisite for studying Drive Stakeholder Value.
Can you run this course for my team?
Yes. Any ACE course can be delivered in-house at your workplace and tailored to your team's tools and goals — quote course code ITIL-DSV-eLearning when you enquire.