{"product_id":"itil®-4-specialist-drive-stakeholder-value-training","title":"ITIL® 4 Specialist: Drive Stakeholder Value Training","description":"\u003cdiv\u003e\n\u003cp\u003eThis ITIL 4 Specialist: \u003cstrong\u003eDrive Stakeholder Value\u003c\/strong\u003e (DSV) course covers all types of engagement and interaction between a service provider and their customers, users, suppliers, and partners. It focuses on the conversion of demand into value via IT-enabled services. \u003c\/p\u003e\r\n\u003cp\u003eIt covers critical topics such as SLA (Service Level Agreements) design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more. In addition, it will provide you with the tools to increase stakeholder satisfaction, which is integral to business success in the current competitive landscape.\u003c\/p\u003e\r\n\u003cp\u003eThe course prepares you for the ITIL 4 Specialist: Drive Stakeholder Value exam, one of five exams needed to achieve ITIL 4 Managing Professional (MP) Certification. Individuals can expect to walk away with the tools required to drive user engagement and boost internal and external stakeholder satisfaction.\u003c\/p\u003e\n\u003c\/div\u003e\u003cdiv\u003e\n\u003ch3\u003eITIL® 4 Specialist: Drive Stakeholder Value Training Benefits\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cp\u003e\u003cstrong\u003eIn this course, you will learn how to:\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eUnderstand all types of engagement and interactions between a service provider and their customers, users, suppliers, and partners, including essential CX, UX, and journey mapping concepts.\u003c\/p\u003e\n\u003cp\u003eApply practical and technical knowledge about how to run successful, modern, IT-enabled services, teams, and workflows\u003c\/p\u003e\n\u003c\/li\u003e\n\u003cli\u003e\n\u003cp\u003e\u003cstrong\u003eTraining Prerequisites\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eMust hold the ITIL 4® Foundation Certificate (see Learning Tree Course 1199, ITIL® 4 Foundation Training)\u003c\/p\u003e\n\u003c\/li\u003e\n\u003cli\u003e\n\u003cp\u003e\u003cstrong\u003eCertification Information\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eWouldn’t you like to sit your exam knowing you could have another shot if the outcome is unexpected? With Learning Tree, now you can! This Learning Tree training course features the Take2 re-sit exam option. In the case of an unsuccessful result, you can retake the exam within six months of your first try.\u003c\/p\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\u003cdiv\u003e\u003ch3\u003eDrive Stakeholder Value Training Outline\u003c\/h3\u003e\u003c\/div\u003e\u003cdiv\u003e\n\u003ch4\u003eModule 1: Understand how customer journeys are designed\u003c\/h4\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand the concept of the customer journey\u003c\/li\u003e\n\u003cli\u003eUnderstand the ways of designing and improving customer journeys\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\u003cdiv\u003e\n\u003ch4\u003eModule 2: Know how to target markets and stakeholders\u003c\/h4\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand the characteristics of markets\u003c\/li\u003e\n\u003cli\u003eUnderstand marketing activities and techniques\u003c\/li\u003e\n\u003cli\u003eKnow how to describe customer needs and internal and external factors that affect these\u003c\/li\u003e\n\u003cli\u003eKnow how to identify service providers and explain their value propositions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\u003cdiv\u003e\n\u003ch4\u003eModule 3: Know how to foster stakeholder relationships\u003c\/h4\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand the concepts of mutual readiness and maturity\u003c\/li\u003e\n\u003cli\u003eUnderstand the different supplier and partner relationship types and how these are managed\u003c\/li\u003e\n\u003cli\u003eKnow how to develop customer relationships\u003c\/li\u003e\n\u003cli\u003eKnow how to analyze customer needs\u003c\/li\u003e\n\u003cli\u003eKnow how to use communication and collaboration activities and techniques\u003c\/li\u003e\n\u003cli\u003eKnow how the relationship management practice can be applied to enable and contribute to fostering relationships (the relationship management practice)\u003c\/li\u003e\n\u003cli\u003eKnow how the supplier management practice can be applied to enable and contribute to supplier and partner relationships management (the supplier management practice)\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\u003cdiv\u003e\n\u003ch4\u003eModule 4: Know how to shape demand and define service offerings\u003c\/h4\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand methods for designing digital service experiences based on value-driven, data-driven, and user-centered service design\u003c\/li\u003e\n\u003cli\u003eUnderstand approaches for selling and obtaining service offerings\u003c\/li\u003e\n\u003cli\u003eKnow how to capture, influence, and manage demand and opportunities\u003c\/li\u003e\n\u003cli\u003eKnow how to collect, specify, and prioritize requirements from a diverse range of stakeholders\u003c\/li\u003e\n\u003cli\u003eKnow how the Business analysis practice can be applied to enable and contribute to requirement management and service design (the business analysis)\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\u003cdiv\u003e\n\u003ch4\u003eModule 5: Know how to align expectations and agree details of services\u003c\/h4\u003e\n\u003cul\u003e\n\u003cli\u003eKnow how to plan for value co-creation\u003c\/li\u003e\n\u003cli\u003eKnow how to negotiate and agree on service utility, warranty, and experience\u003c\/li\u003e\n\u003cli\u003eKnow how the Service level management practice can be applied to enable and contribute to service expectation management (the service level management practice)\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\u003cdiv\u003e\n\u003ch4\u003eModule 6: Know how to onboard and offboard customers and users\u003c\/h4\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand key transition, onboarding, and offboarding activities\u003c\/li\u003e\n\u003cli\u003eUnderstand the ways of relating with users and fostering user relationships\u003c\/li\u003e\n\u003cli\u003eUnderstand how users are authorized and entitled to services\u003c\/li\u003e\n\u003cli\u003eUnderstand different approaches to the mutual elevation of the customer, user, and service provider capabilities\u003c\/li\u003e\n\u003cli\u003eKnow how to prepare onboarding and offboarding plans\u003c\/li\u003e\n\u003cli\u003eKnow how to develop user engagement and delivery channels\u003c\/li\u003e\n\u003cli\u003eKnow how the Service Catalogue management practice can be applied to enable and contribute to offering user services (the service catalog management practice\u003c\/li\u003e\n\u003cli\u003eKnow how the Service Desk practice can be applied to enable and contribute to user engagement\u003c\/li\u003e\n\u003cli\u003eUnderstand how users can request services\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\u003cdiv\u003e\n\u003ch4\u003eModule 7: Know how to act together to ensure continual value co-creation (service consumption \/ provisioning)\u003c\/h4\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand methods for triaging user requests\u003c\/li\u003e\n\u003cli\u003eUnderstand the concept of user communities\u003c\/li\u003e\n\u003cli\u003eUnderstand methods for encouraging and managing customer and user feedback\u003c\/li\u003e\n\u003cli\u003eKnow how to foster a service mindset (attitude, behavior, and culture)\u003c\/li\u003e\n\u003cli\u003eKnow how to use different approaches to the provision of user services\u003c\/li\u003e\n\u003cli\u003eKnow how to seize and deal with customer and user ‘moments of truth’\u003c\/li\u003e\n\u003cli\u003eKnow how the Service request management practice can be applied to enable and contribute to service usage (the service request management practice)\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\u003cdiv\u003e\n\u003ch4\u003eModule 8: Know how to realize and validate service value\u003c\/h4\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand methods for measuring service usage and customer and user experience and satisfaction\u003c\/li\u003e\n\u003cli\u003eUnderstand methods to track and monitor service value (outcome, risk, cost, and resources)\u003c\/li\u003e\n\u003cli\u003eUnderstand different types of reporting of service outcome and performance\u003c\/li\u003e\n\u003cli\u003eUnderstand charging mechanisms\u003c\/li\u003e\n\u003cli\u003eKnow how to assess service value realization\u003c\/li\u003e\n\u003cli\u003eKnow how to prepare to evaluate and improve the customer journey\u003c\/li\u003e\n\u003cli\u003eKnow how the Portfolio management practice can be applied to enable and contribute to service value realization (9.5.5, the portfolio management practice)\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e","brand":"Learning Tree","offers":[{"title":"269A65US \/ 2026-09-23T09:00:00 \/ Herndon, VA","offer_id":47621794005211,"sku":"US-1283-IL","price":2228.0,"currency_code":"USD","in_stock":true},{"title":"268C78US \/ 2026-08-19T09:00:00 \/ Herndon, 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