ITIL®4 Specialist – Drive Stakeholder Value EN

• You will get to know, understand and know how the individual parts of the Customer journey work
• You will learn to design a Customer journey
• You will know how to work purposefully with the market and all those concerned (stakeholders)
• You will learn how to influence demand and create offers for services
• You will be able to reconcile different expectations and agree on the details of the service
• You will understand what is involved in adding a new customer or canceling it (onboard, offboard)
• You will learn how to jointly ensure the continuous co-creation of value and how to recognize and validate this value
• Know the purpose, scope and selected activities and techniques of individual practices supporting the Customer journey
• You will be able to practically use the knowledge gained from this area IT Infrastructure Library (ITIL®)
• The course prepares you to successfully pass the exam leading to the internationally recognized ITIL® Drive Stakeholder Value certificate
• The ITIL 4 Drive Stakeholder Value qualification is one of the conditions for obtaining the ITIL 4 Managing Professional level

• IT managers
• ITSM professionals who are responsible for the management and integration of individual stakeholders, focus on customer journey and customer experience (CX) and/or are responsible for developing relationships with partners and suppliers
• Relationship managers
• Customer experience (CX) managers
• Account managers
• Service delivery managers
• Service and solution architects
• Business analysts
• Customer experience/user experience (UX) designers
• Marketing managers
• IT Chief Strategy Officers (CIOs)
• Owners of IT services, products
• Individuals who want to expand their horizons and improve their knowledge in the field of service management
• Interested parties aspiring to the position of IT managers
• Those interested in professional growth and higher certification levels (ITIL® Managing Professional, ITIL® Master)
• Existing ITSM professionals who have qualified according to ITIL® V3 (Intermediate and Practitioner courses)

1. The basic concept of Customer journey and its individual parts:

• Explore
• Engage
• Offer
• Agree
• Onboard
• Co-create
• Realise

2. Explanation of key terms:

• Touchpoints
• Service interactions
• Moments of truth
• Customer experience (CX)
• User experience (UX)

3. Selected methods and techniques that can be used in the Customer journey:

• Design thinking
• Service blueprinting
• Net promoter score

4. Design and improvement of Customer journey
5. Market characteristics, individual marketing activities and techniques
6. Documenting customer needs and influencing factors
7. Types of partner relationships and ways to manage them
8. Building, maintaining and developing customer and user relationships
9. Analysis of customer needs
10. CX, UX for digital services
11. Sale and procurement of the service offer
12. Identifying, influencing and managing demand and opportunities
13. Recognition, collection, specification and prioritization of diverse requirements
14. Onboarding and offboarding activities, plans
15. Maintaining contact with the customer through various channels
16. Ways to request service
17. User communities and working with them
18. Methods for obtaining and managing feedback from customers and users
19. Methods of providing services
20. Methods to measure service usage, CX, UX and customer satisfaction
21. Monitoring the value of the service (results, risks, costs, resources)
22. Pricing and service charging
23. ITIL practices that support the Customer journey:

• Service level management
• Service catalog
• Business analysis
• Service desk
• Service request management
• Relationship management
• Supplier management
• Portfolio management

24. Two test papers (“sample papers”) including their detailed analysis
25. Sharp certification test from AXELOS – “ITIL®4 Drive Stakeholder Value” (at the end of the third day of the course)

The course candidate must hold the “ITIL®4 Foundation” certificate. The certificate must be shown before taking the course.
Note: The certification test cannot be taken without prior participation in this accredited course

• The course is led by lecturers with ITIL® Managing Professional certification, but also by experienced consultants with many implemented projects of adoption and adaptation of ITIL® best practice in the environment of various organizations. Therefore, you will learn real practical experience on the course.
• OMNICOM team is part of the prestigious Axelos ITIL Development Group and co-authors of selected ITIL practices.
• Manuals (Student Books) and other courseware are the result of our own development under the guidance of consultants and course lecturers using many years of experience from hundreds of completed courses.
• Innovative teaching methods – we include innovative methods in the courses that allow a better understanding of the course content and increase the chance of successfully passing the certification tests.
• We are constantly improving the level of courses and lecturers – participation in professional associations such as itSMF Slovakia and running the most extensive professional portal in the field of best practice allows us to keep improving.

• The manual for this course is in English, the explanation is in English.
• Study materials (Student Books) are designed to support simple and quick preparation for the certification test, but at the same time provide more demanding candidates with a rich amount of additional information and knowledge for further use in everyday practice.
• The course includes theory and practical exercises in the form of workshops and case studies.

• The AXELOS certification test for obtaining the internationally valid ITIL®4 Direct, Plan & Improve certificate is included in the price of the course and takes place online at the date booked with PeopleCert.
• The test is in online form and consists of choosing the correct answers from the given options.
• The test consists of 40 questions, while at least 28 questions (70%) must be answered correctly for successful completion.
• The test is of the “closed book” type. No literature or electronic devices are allowed during the test. It is allowed to use a traditional translation dictionary.
• The length of the test is 113 minutes (90 minutes for English native speakers).
• Test results are available within 3 business days after taking the exam at PeopleCert.

One-year free access to the myITIL program from AXELOS for all successful passers of the certification test.