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ITIL® 4 Specialist Drive Stakeholder Value

Accredited courseware

Industry expert trainers

21 study hours

Quizzes & workshops

Practice Exams

Exam voucher included

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Overview

ITIL 4 is the new certification scheme of the most widely accepted approach to IT Service Management (ITSM). It reflects the challenges of modern business technology while offering new ways of working, emerging practices, and methods for managing IT in the new service economy. In the meanwhile, it retains the core elements of ITIL which individuals and organizations constantly rely on.

Part of the ITIL 4 Managing Professional stream, ITIL 4 Specialist Drive Stakeholder Value covers the engagement and interaction between a service provider and customers, users, suppliers and partners. It focuses on utilizing IT enabled services for converting demand into value. Moreover, it provides tools to enhance stakeholder satisfaction and, in turn, ensure the organization’s success.

Learning Objectives

In addition to preparing you for the ITIL 4 Specialist Drive Stakeholder Value certification examination, the following are the course’s learning objectives as defined in the official syllabus by AXELOS:

  • 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

Who Should Attend this Training

  • ITSM practitioners managing operations and integrating stakeholders 
  • Practitioners responsible for customer journey and experience
  • Professionals responsible for fostering relationships with suppliers and partners
  • ITSM professionals or managers who wish to better understand ITIL
  • Professionals who aim to become certified ITIL 4 Managing Professionals

Prerequisites

To be eligible for the ITIL 4 Specialist Drive Stakeholder Value certification, candidates need to achieve the ITIL 4 Foundation certification and be trained through an Accredited Training Organization.

Examination Format

  • 40 multiple choice questions
  • 90 minutes (+23 minutes for candidates with English as a secondary language)
  • Passing criteria is 70%, i.e. 28 marks out of 40
  • Closed book examination

What’s Next?

Upon achieving the ITIL 4 Specialist Drive Stakeholder Value qualification, you can continue towards the remaining Managing Professional modules: ITIL 4 Specialist Create, Deliver and Support, ITIL 4 Specialist High-velocity IT, and ITIL 4 Strategist Direct, Plan and Improve.

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Syllabus

    • Characteristics of markets 
    • Marketing activities and techniques 
    • How to describe customer needs, and the internal and external factors which affect these
    • How to identify service providers and explain their value propositions

  • Definitions of the concepts of mutual readiness and maturity 
  • Different supplier and partner relationship types and how they are managed
  • Development of customer relationships
  • Analysis of customer needs
  • Use of communication and collaboration activities and techniques
  • Application of the Relationship Management practice to enable and contribute to fostering relationships
  • Application of the Supplier Management practice to enable and contribute to supplier and partner relationships management

  • Methods for designing digital service experiences based on value-driven, data-driven, and user-centered service design 
  • Approaches for selling and obtaining services offerings
  • Capture, influence, and management of demand and opportunities
  • Collection, specification, and prioritization of requirements from a diverse range of stakeholders
  • Application of the Business Analysis practice to enable and contribute to requirement and service design

  • Planning for value co-creation 
  • Methods for negotiating and agreeing on service utility, warranty, and experience
  • Application of the Service Level Management practice to enable and contribute to service expectation management

    • Key transition, onboarding and offboarding activities
    • Ways of relating with users and fostering user relationships
    • How users are authorized and entitled to services
    • Different approaches to mutual elevation of customer, user and service provider capabilities
    • Preparation of onboarding and offboarding plans 
    • Development of user engagement and delivery channels 
    • Application of the Service Catalogue Management practice to enable and contribute to offering user services
    • Application of the Service Desk practice to enable and contribute to user engagement

    • How users can request services
    • Methods for triaging of user requests
    • Definition of the concept of user communities
    • Methods for encouraging and managing customer and user feedback 
    • How to foster a service mindset 
    • How to use different approaches to provision of user services
    • How to seize and deal with customer and user ‘moments of truth’
    • Application of the Service Request Management practice to enable and contribute to service usage

    • Methods for measuring service usage and customer and user experience and satisfaction
    • Methods to track and monitor service value
    • Different types of reporting of service outcome and performance
    • Charging mechanisms 
    • How to validate of service value 
    • How to evaluate and improve the customer journey
    • Application of the Portfolio Management practice to enable and contribute to service value realization

Exam & Certification FAQs

Is the certification exam an open book exam?

No, it is a closed book exam.

 

Is the exam available in multiple languages?

No. The exam is only available in English.

 

Will there be negative marking?

No, there is no negative marking.

 

What types of questions are on the examination?

The certification examination comprises standard classic, negative, and list multiple choice questions. Standard classic questions are those which come with a question and four answer options. Negative questions are standard questions which are negatively worded (e.g. Which is NOT a defined area of value?). Finally list question comprise a list of four statements from which you need to select two correct statements.

 

Will I obtain the ITIL 4 Managing Professional Designation with this certification?

No, you will not. You need to complete all the modules in the Managing Professional stream, which include ITIL 4 Specialist Create, Deliver and Support, ITIL 4 Specialist High-velocity IT, and ITIL 4 Strategist Direct, Plan and Improve.

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