Axelos
Axelos

ITIL® 4: Specialist Drive Stakeholder Value

(ITIL4-SDSV.AN1)/ISBN:978-1-64459-258-8

This course includes
Lessons
TestPrep
Lab
Mentoring (Add-on)
ITIL® 4: Specialist Drive Stakeholder Value

Pass the ITIL 4 exam with the ITIL4 Specialist Drive Stakeholder Value course and lab. The lab is cloud-based, device-enabled, and can easily be integrated with an LMS. The ITIL certification training comprehensively covers the ITIL 4 exam objectives and provides knowledge on the areas such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more.

Here's what you will get

ITIL4 Specialist Drive Stakeholder Value certification is targeted at practitioners responsible for managing and integrating stakeholders and those who are responsible for fostering relationships with partners and suppliers. The certification is one of the pre-requisites for the designation of ITIL 4 Managing Professional which assesses the candidates practical and technical knowledge about how to run successful, modern, IT-enabled services, teams, and workflows.

Lessons

12+ Lessons | 85+ Quizzes | 74+ Flashcards | 74+ Glossary of terms

TestPrep

40+ Pre Assessment Questions | 2+ Full Length Tests | 50+ Post Assessment Questions | 80+ Practice Test Questions

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Here's what you will learn

Download Course Outline

Lessons 1: About the ITIL story

  • The story so far
  • Meet the Axle employees

Lessons 2: ITIL Foundation recap

  • The ITIL service value system
  • The four dimensions model

Lessons 3: Introduction

  • The importance of engagement
  • Key principles

Lessons 4: The customer journey

  • Stakeholder aspirations
  • Touchpoints and service interactions
  • Mapping the customer journey
  • Designing the customer journey
  • Measuring and improving the customer journey
  • Summary

Lessons 5: Step 1: Explore

  • Understanding service consumers and their needs
  • Understanding service providers and their offers
  • Understanding markets
  • Targeting markets
  • Summary

Lessons 6: Step 2: Engage

  • Communicating and collaborating
  • Understanding service relationship types
  • Building service relationships
  • Managing suppliers and partners
  • Summary

Lessons 7: Step 3: Offer

  • Managing demand and opportunities
  • Specifying and managing customer requirements
  • Designing service offerings and user experience
  • Selling and obtaining service offerings
  • Summary

Lessons 8: Step 4: Agree

  • Agreeing and planning value co-creation
  • Negotiating and agreeing a service
  • Summary

Lessons 9: Step 5: Onboard

  • Planning onboarding
  • Relating to users and fostering relationships
  • Providing user engagement and delivery channels
  • Enabling users for services
  • Elevating mutual capabilities
  • Offboarding customers and users
  • Summary

Lessons 10: Step 6: Co-create

  • Fostering a service mindset
  • Ongoing service interactions
  • Nurturing user communities
  • Summary

Lessons 11: Step 7: Realize

  • Realizing service value in different settings
  • Tracking value realization
  • Assessing and reporting value realization
  • Evaluating value realization and improving customer journeys
  • Realizing value for the service provider
  • Summary

Lessons 12: Conclusion

Hands-on LAB Activities (Performance Labs)

Introduction

  • Understanding the Importance of Engagement and its Key Principles
  • Understanding the Service Relationships
  • Understanding the Relation among the Key Principles
  • Understanding the band of visibility

The customer journey

  • Understanding the Customer Journey

Step 1: Explore

  • Understanding the Markets

Step 2: Engage

  • Understanding the Business Provider Maturity Model
  • Understanding the Service Relationships

Step 3: Offer

  • Understanding the Customer Requirements
  • Understanding Selling and Obtaining the Service Offerings

Step 4: Agree

  • Understanding the Value Drivers for different types of Service Offerings

Step 5: Onboard

  • Understanding and Planning Onboarding

Step 6: Co-create

  • Understanding User Queries
  • Understanding the Types of Service Technology Encounters

Step 7: Realize

  • Understanding the Service Profit Chain

Exam FAQs

  • ITIL® Foundation Certificate in IT Service Management

OR

  • ITIL® 4 Managing Professional Transition Certificate
  • Training through an Accredited Training Organisation

USD 586.40

Multiple choice questions

The exam contains 40 questions.

90 minutes

70% or higher (28 or above)

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