ITIL® 4 Specialist: Drive Stakeholder Value

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Axelos-ITIL

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Axelos-ITIL

Course Overview

The ITIL® 4 Specialist: DSV certification is a prerequisite for the ITIL 4 Managing Professional designation, which assesses a candidate’s knowledge of how to run successful IT-enabled services and teams. This certification will help you understand the impact of agile and lean work processes and how to leverage them.

Key Features

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  • Exam fee included
  • 20 PDUs for self-paced learning
  • 2 simulation exams
  • Exam fee included
  • 2 simulation exams
  • 20 PDUs for self-paced learning
  • Exam fee included
  • 2 simulation exams
  • 20 PDUs for self-paced learning

Skills Covered

  • Multisupplier management
  • CX and UX design
  • Communication
  • Relationship management
  • Customer journey mapping
  • SLA design
  • Multisupplier management
  • Relationship management
  • CX and UX design
  • Customer journey mapping
  • Communication
  • SLA design
  • Multisupplier management
  • Relationship management
  • CX and UX design
  • Customer journey mapping
  • Communication
  • SLA design

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Training Options

Self Paced Learning

  • Lifetime access to high-quality self-paced eLearning content curated by industry experts
  • Simulation test papers for self-assessment
  • ITIL 4 Specialist: Drive Stakeholder Value exam voucher included
  • 24x7 learner assistance and support

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  • Dedicated customer success manager

Course Curriculum

Eligibility

This ITIL 4 Specialist: Drive Stakeholder Value certification course is aimed at IT service managers pursuing the ITIL Managing Professional (MP) designation. This certification program is also well suited for professionals continuing their journey in IT service management, ITSM practitioners who are responsible for managing and integrating stakeholders and focusing on the customer journey and experience, and professionals who are responsible for fostering relationships with partners and suppliers.
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Pre-requisites

Learners need to possess an undergraduate degree or a high school diploma. Passed the ITIL 4 Foundation examination.
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Course Content

  • ITIL 4 Specialist – Drive Stakeholder Value

    Preview

    • Lesson 01 - Course Introduction

      07:46Preview
      • 1.01 Course Introduction
        07:46

    • Lesson 02 - The Customer Journey

      26:31Preview
      • 2.01 The Customer Journey
        00:29
      • 2.02 The Customer Journey Definition
        02:32
      • 2.03 The Customer Journey Example
        01:27
      • 2.04 Customer Journeys and Value Streams
        01:33
      • 2.05 Mastering the Customer Journey
        02:03
      • 2.06 Stakeholder Aspirations
        01:37
      • 2.07 Touchpoints and Service Interactions
        01:26
      • 2.08 Mapping the Customer Journey
        01:23
      • 2.09 Personas
        01:57
      • 2.10 The Customer Experience
        02:00
      • 2.11 Design the Customer Journey
        01:35
      • 2.12 Design Thinking
        03:00
      • 2.13 Leveraging Behavioral Psychology
        02:00
      • 2.14 Design for Different Cultures
        01:19
      • 2.15 Measure and Improve the Customer Journey
        01:29
      • 2.16 Key Takeaways
        00:41
      • Knowledge Check

    • Lesson 03 - Targeting Markets and Stakeholders

      29:39Preview
      • 3.01 Targeting Markets and Stakeholders
        00:37
      • 3.02 Importance of Service Needs
        03:18
      • 3.03 Service Consumers and Their Needs
        02:03
      • 3.04 External Factors
        02:23
      • 3.05 Internal Factors
        02:29
      • 3.06 SWOT Analysis
        01:37
      • 3.07 Service Objectives and Opportunities
        02:09
      • 3.08 Risk Assessment
        01:27
      • 3.09 Service Providers and Their Offerings
        02:22
      • 3.10 Markets
        01:57
      • 3.11 Characteristic-Based Market Segmentation
        01:04
      • 3.12 Need-Based Market Segmentation
        01:19
      • 3.13 Identify and Analyze Service Consumers
        01:15
      • 3.14 Targeting Markets
        02:22
      • 3.15 Targeted Marketing
        02:39
      • 3.16 Key Takeaways
        00:38
      • Knowledge Check

    • Lesson 04 - Fostering Stakeholder Relationships

      55:51Preview
      • 4.01 Fostering Stakeholder Relationships
        00:36
      • 4.02 Stakeholder Relationships
        02:11
      • 4.03 Communication and Collaboration
        01:48
      • 4.04 Listening Modes
        03:35
      • 4.05 Service Relationship Types
        01:17
      • 4.06 Basic Relationship
        02:52
      • 4.07 Cooperative Relationship
        02:36
      • 4.08 Partnership
        02:20
      • 4.09 Build Service Relationships
        02:07
      • 4.10 Service Relationship Ladder Step One
        01:57
      • 4.11 Service Catalog
        01:33
      • 4.12 Customer Relationship Management
        01:26
      • 4.13 Service Relationship Ladder Step Two
        01:29
      • 4.14 The Three Cs of Trustworthiness
        02:30
      • 4.15 Service Relationship Ladder Step Three
        02:37
      • 4.16 Service Relationship Ladder Step Four
        02:10
      • 4.17 Experience and Preferences
        01:53
      • 4.18 Service Relationship Ladder Step Five
        03:38
      • 4.19 Assessing Mutual Readiness and Maturity
        03:31
      • 4.20 Assessing Readiness for Collaboration
        02:34
      • 4.21 The Service Relationship Management Practice
        02:10
      • 4.22 Managing Suppliers and Partners
        02:50
      • 4.23 Service Integrator Activities
        01:34
      • 4.23 The Supplier Management Practice
        01:23
      • 4.25 The Supplier Management Practice Success Factors
        02:29
      • 4.26 Key Takeaways
        00:45
      • Knowledge Check

    • Lesson 05 - Shape Demand and Define Service Offerings

      53:40Preview
      • 5.01 Shape Demand and Define Service Offerings
        00:38
      • 5.02 Managing Demand and Opportunities
        02:34
      • 5.03 Optimizing Capacity
        01:43
      • 5.04 Shaping or Smoothing Demand
        02:37
      • 5.05 Service Improvement Opportunities
        01:10
      • 5.06 Building the Customer Business Case
        01:27
      • 5.07 Areas of Conflict and Uncertainty
        01:31
      • 5.08 Conflicting Priorities and Needs
        02:29
      • 5.09 Building Service Provider Business Case
        01:13
      • 5.10 Business Analysis
        01:49
      • 5.11 Roles and Responsibilities Examples
        02:28
      • 5.12 Managing Requirements
        01:48
      • 5.13 Separating the Problem from the Solution
        01:27
      • 5.14 Minimum Viable Product
        00:43
      • 5.15 User Stories and Story Mapping
        01:32
      • 5.16 Articulate Requirements
        01:58
      • 5.17 The MoSCow Method
        00:59
      • 5.18 Weighted Shortest Job First
        00:56
      • 5.19 Service Offerings and User Experience
        01:23
      • 5.20 Lean Thinking
        02:30
      • 5.21 Aspects of Agile
        01:36
      • 5.22 Aspects of Agile Continuous Delivery
        02:30
      • 5.23 Service Blueprint
        02:10
      • 5.24 Designing for Onboarding
        02:45
      • 5.25 Selling and Obtaining Service Offerings
        03:53
      • 5.26 Pricing Options
        02:41
      • 5.27 Internal and External Sales
        02:28
      • 5.28 Business Analysis Practice
        01:28
      • 5.29 Key Takeaways
        01:14
      • Knowledge Check

    • Lesson 06 - Align Expectations and Agree Services

      34:36Preview
      • 6.01 Align Expectations and Agree Services
        00:33
      • 6.02 Aligning Expectations
        01:16
      • 6.03 Value Co-Creation
        02:29
      • 6.04 Service Interaction Method
        01:59
      • 6.05 Example of Service Interaction Method
        01:57
      • 6.06 Inherent and Assigned Characteristics of Services
        01:49
      • 6.07 Service Consumer Needs and Agreements
        03:35
      • 6.08 Negotiate and Agree to Services
        02:19
      • 6.09 Warranty
        03:57
      • 6.10 Experience
        01:37
      • 6.11 Negotiate and Agree on Terms and Conditions
        01:41
      • 6.12 The Service Level Management Practice
        01:20
      • 6.13 Shared View of Target Service Levels with Customers
        02:57
      • 6.14 Service Quality Aspects
        03:06
      • 6.15 The Organization with the Defined Service Levels
        01:15
      • 6.16 Service Reviews and Improvement Opportunities
        02:07
      • 6.17 Key Takeaways
        00:39
      • Knowledge Check

    • Lesson 07 - Onboard and Offboard Customers and Users

      01:10:46Preview
      • 7.01 Onboard and Offboard Customers and Users
        00:45
      • 7.02 Onboarding Service Customers
        03:27
      • 7.03 Planning Onboarding
        01:12
      • 7.04 Relating with Users and Fostering Relationships
        01:29
      • 7.05 Fostering Relationships with Corporate Users
        03:18
      • 7.06 Fostering Relationships with Individual Consumers Part One
        02:39
      • 7.07 Fostering Relationships with Individual Consumers Part Two
        02:04
      • 7.08 User Engagement and Delivery Channels
        01:13
      • 7.09 Choice and Design Affecting Trends
        03:16
      • 7.10 Omnichannel Communication Challenges Part One
        03:18
      • 7.11 Omnichannel Communication Challenges Part Two
        02:36
      • 7.12 Enable Users for Service
        03:00
      • 7.13 Service Catalog and Service Desk
        01:53
      • 7.14 Elevate User Capabilities
        03:23
      • 7.15 Elevate Service Provider Capabilities
        00:53
      • 7.16 Onboarding Goals
        01:22
      • 7.17 Onboarding Scope
        02:42
      • 7.18 Onboarding Initiatives Start and End
        01:17
      • 7.19 Onboarding Customers and Users Onboarding Actions
        03:18
      • 7.20 User Onboarding
        03:04
      • 7.21 Onboarding Control
        02:41
      • 7.22 Reviewing Onboarding Control
        01:07
      • 7.23 Offboarding Customers and Users
        02:11
      • 7.24Customer Offboarding
        01:43
      • 7.25 User Offboarding
        01:48
      • 7.26 Service Transition Onboarding and Offboarding
        00:40
      • 7.27 Service Catalog Management Practice
        02:27
      • 7.28 Service Desk Practice
        03:14
      • 7.29 User Satisfaction
        01:03
      • 7.30 Service Desk Practice Success Factors
        02:13
      • 7.31 Communication Channels Challenges and Solutions
        02:42
      • 7.32 Effective Integration of Communication Channels
        01:34
      • 7.33 Key Takeaways
        01:14
      • Knowledge Check

    • Lesson 08 - Continual Value Co-Creation

      39:21Preview
      • 8.01 Continual Value Co-Creation
        00:41
      • 8.02 Value Co-Creation
        02:15
      • 8.03 Service Mindset for Service Provision and Consumption - Part One
        03:36
      • 8.04 Service Mindset for Service Provision and Consumption - Part Two
        02:09
      • 8.05 Services with Invisible Users
        01:49
      • 8.06 Ongoing Service Interactions
        03:13
      • 8.07 Service Interactions Based on Architecture
        02:57
      • 8.08 Service Requests
        02:55
      • 8.09 Service Desk Interactions
        03:50
      • 8.10 Moments of Truth
        01:01
      • 8.11 Intelligent Disobedience
        02:38
      • 8.12 Customer and User Feedback
        02:20
      • 8.13 Nurturing User Communities
        02:25
      • 8.14 Super users
        02:31
      • 8.15 Service Request Management Practice
        02:29
      • 8.16 Service Request Management Practice - Success Factors
        01:30
      • 8.17 Key Takeaways
        01:02
      • Knowledge Check

    • Lesson 09 - Service Value Realization

      42:51Preview
      • 9.01 Service Value Realization
        00:39
      • 9.02 Value Realization
        01:23
      • 9.03 Realizing Service Value in Different Settings Part One
        02:17
      • 9.04 Realizing Service Value in Different Settings Part Two
        01:50
      • 9.05 Tracking Value Realization
        02:20
      • 9.06 Tracking Performance Output and Outcome
        02:59
      • 9.07 Value Driver Framework Model
        01:52
      • 9.08 Service Profit Chain
        02:28
      • 9.09 Tracking Experience and Satisfaction
        01:58
      • 9.10 Ways to Monitor Customer Experience
        01:58
      • 9.11 Tracking Service Usage
        01:39
      • 9.12 Assessing and Reporting Value Realization
        01:18
      • 9.13 Two Levels of Assessing and Reporting Value Realization
        03:18
      • 9.14 Evaluating Value Realization and Improving Customer Journeys
        03:01
      • 9.15 Sources of Continual Improvement
        01:33
      • 9.16 Tracking Assessing and Evaluating Outcomes
        01:23
      • 9.17 Charging
        02:57
      • 9.18 Billing
        02:17
      • 9.19 Portfolio Management Practice
        03:13
      • 9.20 Portfolio Management Practice - Success Factors
        01:26
      • 9.21 Key Takeaways
        01:02
      • Knowledge Check

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Exam & Certification

ITIL® 4 Specialist: Drive Stakeholder Value

  • What are the prerequisites for this course?

    To be eligible to take this ITIL 4 Specialist: Drive Stakeholder Value course, applicants should have:

    • Passed the ITIL 4 Foundation examination
    • Attended an accredited training course for this module

  • What is the format for the ITIL 4 Specialist: Drive Stakeholder Value certification exam?

    • Complete ITIL 4 Specialist: Drive Stakeholder Value training
    • Take the ITIL 4 Specialist: Drive Stakeholder Value certification exam
    • Score at least 70 percent on the exam (28 correct answers out of 40 questions) in 90 minutes

  • What is the purpose of the ITIL 4 Specialist: Drive Stakeholder Value certification?

    The purpose of this ITIL 4 Specialist: Drive Stakeholder Value certification course is to provide the candidate with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers, and partners, including key CX, UX, and journey mapping concepts. It also provides practitioners with a practical and strategic method for planning and delivering continual improvement with the necessary agility.

  • How long will it take to receive my ITIL 4 Specialist: Drive Stakeholder Value exam results?

    You will receive your exam results within 2 business days after you take the exam.

  • How do I schedule/book my exam?

    Simplilearn has provided a document with detailed instructions (including screenshots) regarding the booking process.

  • Once I have booked my exam, can I get a refund?

    Once you have booked your exam and the voucher has been issued, it can’t be refunded.

  • Are there any sample exams available for the ITIL 4 Specialist: Drive Stakeholder Value training?

    Yes. After training, you will receive a mock test to help you prepare for the ITIL 4 Specialist: Drive Stakeholder Value exam.

  • Until when can I procure exam voucher from Simplilearn?

    Your exam voucher fee is included in the price of this course. However, you must procure the exam voucher within six months from the date of course purchase. In case the exam fee goes up and you have not yet booked the exam, you will need to pay the difference in amount to Simplilearn.

  • What is the validity of my exam voucher?

    Exam vouchers are valid for one year from the date of issuance. If you do not book the exam within one year from the purchase of a voucher, you will need to buy the voucher again per the actual price.

Why Join this Program

  • Develop skills for real career growthCutting-edge curriculum designed in guidance with industry and academia to develop job-ready skills
  • Learn from experts active in their field, not out-of-touch trainersLeading practitioners who bring current best practices and case studies to sessions that fit into your work schedule.
  • Learn by working on real-world problemsCapstone projects involving real world data sets with virtual labs for hands-on learning
  • Structured guidance ensuring learning never stops24x7 Learning support from mentors and a community of like-minded peers to resolve any conceptual doubts

FAQs

  • Who are the trainers for the live classroom training?

    All of our trainers are ITIL-certified and have more than 15 years of experience in training and working in IT.

  • Is the exam fee included in the ITIL Strategist course fee?

    Yes. The examination fee is included in the course fee.

  • Does my ITIL 4 specialist: Drive Stakeholder Value certificate expire?

    The ITIL 4 Specialist: Drive Stakeholder Value certificate does not expire.

  • What is Global Teaching Assistance?

    Our teaching assistants are a dedicated team of subject matter experts motivated to help you get certified on your first attempt. They engage students proactively to ensure the course path is being followed and help you enrich your learning experience, from class onboarding to project mentoring and job assistance. Global Teaching Assistance is available during regular business hours.

  • What is covered under the 24/7 Support Promise?

    We offer 24/7 support through email, chat, and calls. We also have a dedicated team that provides on-demand assistance through our community forum. What’s more, you’ll have lifetime access to the community forum, even after you complete your course.

  • What if I miss a class?

    Simplilearn provides recordings of each class so you can review them as needed before the next session. With Flexi-Pass, Simplilearn gives you access to all classes for 90 days so that you have the flexibility to choose sessions at your convenience.

  • Can I cancel my enrollment? Will I get a refund?

    Yes, you can cancel your enrollment if necessary. We will refund the course price after deducting an administration fee. To learn more, you can view our Refund Policy.

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  • ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.