ITIL® 4 Specialist Drive Stakeholder Value Training & Certification

• Understand the characteristics of markets
• Understand marketing activities and techniques
• Know how to describe customer needs and internal and external factors that affect these
• Know how to identify service providers and explain their value propositions

• Understand the concepts of mutual readiness and maturity
• Understand the different supplier and partner relationship types, and how these are managed
• Know how to develop customer relationships
• Know how to analyze customer needs
• Know how to use communication and collaboration activities and techniques
• Know how the “Relationship management” practice can be applied to enable and contribute to fostering relationships
• Know how the “Supplier management” practice can be applied to enable and contribute to supplier and partner relationships management

• Understand methods for designing digital service experiences based on value-driven, data-driven and user-centered service design
• Understand approaches for selling and procuring service offerings
• Know how to capture, influence and manage demand and opportunities
• Know how to collect, specify and prioritize requirements from a diverse range of stakeholders
• Know how the “Business analysis” practice can be applied to enable and contribute to requirement management and service design

• Know how to plan for value co-creation
• Know how to negotiate and agree service utility, warranty and experience
• Know how the “Service level management” practice can be applied to enable and contribute to service expectation management

• Understand key transition, onboarding and offboarding activities
• Understand the ways of relating with users and fostering user relationships
• Understand how users are authorized and entitled to services
• Understand different approaches to mutual elevation of customer, user and service provider capabilities
• Know how to prepare onboarding and offboarding plans
• Know how to develop user engagement and delivery channels
• Know how the “Service Catalogue management” practice can be applied to enable and contribute to offering user services
• Know how the “Service Desk” practice can be applied to enable and contribute to user engagement

• Understand how users can request services
• Understand methods for triaging of user requests
• Understand the concept of user communities
• Understand methods for encouraging and managing customer and user feedback
• Know how to foster a service mindset
• Know how to use different approaches to the provision of user services
• Know how to seize and deal with customer and user ‘moments of truth’
• Know how the “Service request management” practice can be applied to enable and contribute to service usage

• Understand methods for measuring service usage and customer and user experience and satisfaction
• Understand methods to track and monitor service value (outcome, risk, cost and resources)
• Understand different types of reporting of service outcome and performance
• Understand charging mechanisms
• Know how to assess service value realization
• Know how to prepare to evaluate and improve the customer journey
• Know how the “Portfolio management” practice can be applied to enable and contribute to service value realization

• Understand how customer journeys are designed
• Learn 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 with details of services
• Know how to onboard and off-board 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

This ITIL4 Specialist Drive Stakeholder Value Certification focuses on experiential learning. The material of this course is divided into 60-90 minutes of interactive sessions.

Not only this, if you are participating, expect yourself to get indulged with interesting group activities. By this, you will get a chance to put the theory into action.

This training will be nothing like any ordinary training you imagine. We follow a vast range of creative methodology which will allow you to wrack your grey matter and boost your energy to participate.

The key features of our training program would be:

• Training sessions in a storytelling format
• Exhibition of concepts with the help of professional examples
• Self-analysis and group discussions
• Case studies as the application of the concepts which were taught
• Vibrant presentations along with individual and team activities
• Post-training reading suggestions

• Individual professionals continuing their journey in IT service management
• ITSM managers and aspiring ITSM managers
• ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery
• Existing ITIL qualification holders wishing to develop their knowledge

The learner/professionals must have passed the ITIL 4 Foundation examination. In addition, the candidate must have attended an accredited training course for this module (the recommended duration for this training is 18 hours including the examination).

• Training sessions in a storytelling format
• Exhibition of concepts with the help of professional examples
• Self-analysis and group discussions
• Case studies as the application of the concepts which were taught
• Vibrant presentations along with individual and team activities
• Post-training reading suggestions

Classroom training led by highly professional instructors, with 12+ years of industry experience and trained more than 5000 professionals with the help of high quality, tech-enabled learning laboratories is exactly what you need to fasten your pace in the corporate ladder. ITIL Foundation training will be delivered using accredited training material.

Their core expertise includes:

• ITIL Consulting & Implementation
• GAP Analysis, ISO Audits
• Process/Service Improvement Using Lean Six Sigma
• Process Definition, Implementation & Compliance
• Process Hygiene (ISO 20000)
• Quality Assurance & Program Governance

Instructors Achievements:

• Certified ITIL V2 Master
• ITIL V3 Expert
• AXELOS Accredited Trainer
• PRINCE2 Practitioner
• PMP Certified
• Lean Six Sigma Black Belt