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  • ITIL Specialist: Drive Stakeholder Value

ITIL ®Specialist: Drive Stakeholder Value

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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

  1. Designing a Customer Journey
  2. Fostering Stakeholder Relationships
    • Mutual Readiness and Maturity
    • Supplier/Partner Relationship Types
    • Developing Customer Relationships
  3. Shaping Service Demand and Defining Service Offerings
    • Digital Service Experiences
      • Value-driven
      • Data-driven
      • User-centered
    • Selling and procuring service offerings
  1. 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
  2. Co-Creation of Value
    • Requesting Services
    • Managing Feedback
    • Moments of Truth
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