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ITIL Specialist: Drive Stakeholder Value

ITIL ®Specialist: Drive Stakeholder Value

Please contact Deep Creek Center for help in scheduling a course.

Course Length	3 days
Credits Earned	21 PDU credits

This three-day hands-on program leads to a ITIL Specialist Certificate in ITIL Drive Stakeholder Value. This program is for IT professionals designing customer journeys, creating and fostering stakeholder relationships, shaping demand and defining service offerings, onboarding and offboarding customers and users, creating feedback and improvement opportunities, and validating service value and outcomes.

What You Will Accomplish

Plan and build customer journeys
Define and manage relationships with customers and suppliers
Shape demand and define service offerings
Build and Implement Onboarding and Offboarding Plans
Learn how to Elevate Mutual Capabilities
Understand “moments of truth”
Realize and Validate Service Value

Who Should Attend

All IT staff and Management responsible for the creation of new services, service offering planning, service delivery reporting and reviews, and user support would benefit from this course.

Service Level Managers
Business Relationship Managers
IT Management and Leadership Teams
Service Desk personnel and Management
Technical Support personnel and Management

Course Outline

Designing a Customer Journey
Fostering Stakeholder Relationships

Mutual Readiness and Maturity
Supplier/Partner Relationship Types
Developing Customer Relationships

Shaping Service Demand and Defining Service Offerings

Digital Service Experiences

Value-driven
Data-driven
User-centered

Selling and procuring service offerings

Onboarding and Offboarding Customers and Users

Key Transition Activities
Fostering User Relationships
User Authorization
Mutual Elevation of Capabilities
Preparing Onboarding and Offboarding Plans
User Engagement and Delivery Channels

Co-Creation of Value

Requesting Services
Managing Feedback
Moments of Truth

Prerequisites

All students need to have completed and passed the ITIL 4 Foundation examination prior to attending this course.

Exam

The ITIL Specialist: Drive Stakeholder Value exam is a 90 minute, 40 question multiple choice exam. An examination voucher will be provided to each student at the end of the course. Certification and accreditation is through PeopleCert. Candidates must have attended an accredited training course (instructor led or online) to sit for the exam.

Reference Material

Each student will receive a detailed workbook. All students receive access to a subscription to Axelos’ My ITIL, which includes online access to all ITIL Practice Guides. Other ITSM-related study material and books are available for purchase prior to, or during, the class.