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Course Skill Level:


Course Duration:

4 day/s

  • Course Delivery Format:

    Live, instructor-led.

  • Course Category:


  • Course Code:


Who should attend & recommended skills:

Service management practitioners with passed exam & accredited training course

Who should attend & recommended skills

  • Service management practitioners involved in interactions with customers, users and suppliers, team leads and middle management of service providers, service and product owners, service designers, relationship managers, service level and service experience managers, business relationship managers, account managers, service delivery managers, service level managers, enterprise architects, solution architects, business architects, business analysts, project managers, demand managers, portfolio managers, supplier relationship managers, vendor managers, contract managers, UX designers, consultants, product owners, marketing managers, knowledge managers, customer service supports, cyber security managers
  • ITIL 4 Foundation examination: Required to have passed
  • An accredited training course for must have been attended

About this course

The ITIL (4) Specialist: Drive Stakeholder Value module is part of the Managing Professional stream for ITIL (4), and participants need to pass the related certification exam for working towards the Managing Professional (MP) designation. The ITIL (4) Specialist: Drive Stakeholder module provides guidance on establishing, maintaining, and developing effective service relationships at appropriate levels. It guides the organizations on a service journey in their service provider and consumer roles, supporting effective interaction and communication.
The ITIL (4) Specialist: Drive Stakeholder Value course is a 3-days course based on the ITIL (4) Specialist: Drive Stakeholder Value exam specification from AXELOS. With the help of ITIL (4) concepts and terminology, exercises, and examples included in the course, you will acquire relevant knowledge to pass the ITIL (4) Specialist: Drive Stakeholder Value certification exam.

Skills acquired & topics covered

  • The learning objectives of the course are based on the following learning outcomes of the ITIL (4) Specialist: Drive Stakeholder Value exam specification:
  • Understand how customer journeys are designed
  • Know how to target markets and stakeholders
  • Know how to foster stakeholder relationships
  • Know how to shape demand and define service offerings
  • Know how to align expectations and agree details of services
  • Know how to onboard and offboard customers and users
  • Know how to act together to ensure continual value co-creation (service consumption / provisioning)
  • Know how to realize and validate service value

Course breakdown / modules

  • Customer Journey
  • Purpose of the Module
  • Purpose of Mastering the Customer Journey
  • Touchpoints and Service Interactions
  • Module Topics
  • Mapping the Customer Journey
  • Designing the Customer Journey
  • Measuring and Improving the Customer Journey

  • Purpose of the Module
  • Purpose of the Explore Step
  • Module Topics
  • Understanding Service Consumers
  • Understanding Service Providers
  • Understanding and Targeting Markets

  • Purpose of the Module
  • Purpose of the Engage Step
  • Aspects of Service Value
  • Module Topics
  • Service Relationship Types
  • Building Service Relationships
  • Building and Sustaining Trust and Relationships
  • Analyzing Customer Needs
  • Managing Suppliers and Partners

  • Purpose of the Module
  • Purpose of Shaping Demand and Service Offerings
  • Module Topics
  • Managing Demand and Opportunities
  • Specifying and Managing Customer Requirements
  • Designing Service Offerings and User Experience
  • Selling and Obtaining Service Offerings

  • Purpose of the Module
  • Purpose of Aligning Expectations and Agreeing Services
  • Module Topics
  • Agreeing and Planning Value Co-Creation
  • Negotiating and Agreeing a Service

  • Purpose of the Module
  • Purpose of Onboarding and Offboarding
  • ITIL Management Practices
  • Module Topics
  • Planning Onboarding
  • Fostering Relationships with Users
  • Providing User Engagement and Delivery Channels
  • Enabling Users for Service
  • Elevating Mutual Capabilities
  • Offboarding

  • Purpose of the Module
  • Purpose of Service Provision and Consumption
  • Module Topics
  • Service Mindset
  • Ongoing Service Interactions
  • Nurturing User Communities
  • Customer Journey Realize
  • Purpose of the Module
  • Measuring Service Value
  • Purpose of Value Capturing and Customer Journey Improvement
  • Realizing Service Value in Different Settings
  • Module Topics
  • Tracking Value Realization
  • Assessing and Reporting Value Realization
  • Evaluating Value Realization and Improving Customer Journeys
  • Realizing Value for the Service Provider