ITIL--4 Specialist Drive Stakeholder Value

Categories

ITIL

Description

What is ITIL--4 Specialist Drive Stakeholder Value?

OVERVIEW:

The Drive Stakeholder Value Specialist Certification is relevant to everyone in a supplier facing role. This means those managing one or more suppliers and working with suppliers in providing a single integrated service management organization. This module covers all types of engagement and interaction between a service provider and its customers, users, suppliers, and partners. It focuses on the conversion of demand into value via IT-enabled services.
The module covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more.

Learning Objectives:

* 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

Exam Details

Type: Forty (40) multiple choice carrying 1 mark each.
Duration: 90 minutes. Candidates sitting the examination in a language other than their native language have 25% extra time
Pass Score:70% (28of 40)

Course Outline:

* Core Service Management Activities

* value propositions

* fostering relationships

* keeping engagement channels open

* shaping demand

* designing service offerings

* aligning and agreeing expectations

* co-creating service experiences

* realizing value