Enjoy the best in IITIL 4 Specialist: Drive Stakeholder Value Training

In this course you will look at all types of engagements and interactions that take place between the service provider and their customers, users, suppliers, and partners. Key concepts include customer (CX) and user experience (UX) and journey mapping concepts.

ITIL Training

ITIL 4 Specialist: Drive Stakeholder Value

Practice exams and quizzes


This course is designed for anyone who would like a foundational understanding of IT service management, its key principles and practices, and how it will help you deliver better value to your customers. It is appropriate for all IT staff and management, as well as customers who work closely with IT to support business requirements.

This course is also designed for students who are seeking the ITIL 4 Foundation certification and who want to prepare for the ITIL 4 Foundation exam.

Online Labs

Course Outline

00: Introduction

01: Concept of Customer Journey

  • Customer Journey Defined
  • Steps of the Customer Journey
  • Relating Value Streams & Customer Journeys
  • Aspects of Customer & User Experience
  • Key Definitions

Exercise: Customer Journey

02: Design & Improve Customer Journeys

  • Mapping Customer Journeys
  • Elements of Customer Journey
  • Understand the Customer Experience
  • Designing Thinking
  • Measure & Improve the Customer Journey

03: Step 1: Explore

  • Purpose of the Explore
  • Targeting Markets & Stakeholders
  • Market Characteristics
  • Market Segmentation

04: Marketing Activities & Techniques

  • Targeting Markets
  • Marketplace & Marketspace
  • Personalizing & Profiling
  • Brand & Reputation
  • Sustainability

05: Customer Needs and Factors that Affect Them

  • Understanding Customers and Their Needs
  • Stakeholder Analysis
  • External & Internal Factors
  • SWOT Analysis
  • Identify & Analyze Consumers

06: Identify Service Providers & Value Proposition

  • Choosing a Provider
  • Considerations When Choosing a Provider
  • Industry Standards; Reference Architectures

07: Step 2: Engage

  • Fostering Stakeholder Relationships
  • Purpose of Engage
  • Mutual Readiness & Maturity
  • Relationship Types

08: Supplier & Partner Relationship Types

  • Service Relationship Basics
  • Foster Relationships in Different Environments
  • Service Relationship Types

09: Managing Suppliers and Partners

  • Key Considerations
  • Models for Service Integration
  • Relationship Management Service Integrator Activities
  • Supplier Management Practice Guidance

Exercise: Service Relationships

10: Develop Customer Relationships; Analyze Customer Needs

  • Building Service Relationships
  • Service Relationship Ladder
  • Tools to Support and Sustain Customer Engagement
  • Three C’s Trustworthiness Model
  • Understand Provider Capabilities and Customer Needs

11: Communicate & Collaborate

  • Communication, Cooperation, Collaboration
  • Listening Skills
  • Modes of Listening
  • Communication & Diversity

12: Relationship Management Practice

  • Purpose
  • Practice Success Factors (PSF) for Relationship Management Practice

13: Supplier Management Practice

  • Purpose
  • Benefits
  • Practice Success Factors (PSF) for Supplier Management

14: Step 3: Offer

  • Purpose of Shaping Demand & Service Offering
  • Managing Demand and Opportunities
  • Optimizing Capacity
  • Shaping Demand
  • Service Improvement Opportunities
  • Building a Business Case

15: Methods for Designing Service Experience

  • Lean Thinking
  • Agile Product & Service Development
  • User-Centered Design & Service Design Thinking
  • Service Blueprint
  • Design for Onboarding

16: Approaches for Selling and Obtaining Services

  • Selling & Obtaining Service Offerings
  • Pricing & Pricing Options
  • Internal Sales
  • External Sales
  • Methods to Request Products & Services

17: Requirements Management

  • Specify & Manage Customer Requirements
  • Managing Requirements
  • Minimum Viable Product & User Stories
  • Moscow & Weighted Shortest Job First (WSJF)

18: Business Analyst Practice

  • Purpose
  • Business Analyst Adapting to Agile Ways of Working
  • Practice Success Factors

19: Step 4: Agree

  • Purpose
  • Aligning Expectations & Agreeing Services
  • Plan for Value Co-Creation
  • Service Interaction Model
  • Characteristics of Services

20: Negotiate and Agree

  • Gaining Consumer Agreement
  • Service Level Agreement Content & Structure
  • Utility & Warranty
  • User Experience
  • Development of Experience Level Agreement (XLA)

21: Service Level Management Practice

  • Purpose, Scope & Activities
  • Service Level Agreements (SLA)
  • SLM Metrics
  • Practice Success Factors (PSF)
  • Using Guiding Principles for SLM

22: Step 5: Onboard

  • Purpose of Onboarding/Offboarding
  • Onboarding Activities
  • Utilize Service Design Thinking
  • Key Onboard/Offboard Activities
  • Practice Interfaces

23: Fostering User Relationships

  • Relating with Users
  • Considering User Experience (UX)
  • Fostering Relationships with Corporate Users
  • Relationship Management with Users

24: Enabling Users for Service Use

  • Necessary Skills and Rights
  • Required Checks Before Services are Utilized
  • Practice Interfaces

25: Elevate Mutual Capabilities

  • Techniques Used by Providers
  • How Consumers can Help the Service Provider
  • Using Guiding Principles to Improve User Capabilities

26: Prepare Onboard/Offboard Plans

  • Approach to Onboarding
  • Applying the Four Dimensions To Onboarding Plans
  • Onboarding Scope, Actions & Control
  • Offboarding Customers & Users
  • Practice Interfaces

27: User Engagement & Delivery Channels

  • Channels Used by Users
  • Omnichannel Management
  • Shift Left
  • Social Media Support

28: Service Catalog Management Practice

  • Purpose
  • Practice Success Factors (PSF)
  • Using the Four Dimensions to Create the Catalog
  • Automating the Service Catalog
  • Monitoring and Measuring the Service Catalog

29: Service Desk Practice

  • Purpose
  • Key Terms and Concepts
  • Practice Success Factors (PSF)
  • Types Of Service Channels
  • Examples of Channels and Their Challenges

30: Step 6: Co-Create

  • Purpose of Service Provision/Consumption
  • Fostering a Service Mindset
  • Using Guiding Principles to Develop Service Mindset

31: Triaging User Requests, Moments of Truth

  • Service Desk Interactions
  • Agreed Rules for Triage, Prioritization, and Resolution
  • Moments of Truth
  • Intelligent Disobedience

32: User Communities

  • User Community Activities
  • Benefits
  • Creation and Maintenance
  • Superusers

33: Encouraging Customer/User Feedback

  • Establish Continual Effective Feedback Gathering
  • Challenges and Solutions for Customer and User Feedback

34: Service Request Management Practice

  • Purpose
  • Practice Success Factors (PSF)
  • Request Catalog
  • Fulfill Requests to Agreed Procedure

35: Step 7: Realize

  • Service Value Defined
  • Realizing Service Value
  • Evaluating Value Realization
  • Track, Assess & Evaluate Value Co-Creation


36: Measuring Service Usage & Satisfaction

  • Tracking Customer Experience (CX) & Satisfaction
  • Methods to Monitor Customer Experience
  • Tracking Service Usage

37: Methods to Track/Monitor Service Value

  • Service Value Indicator
  • Tracking Value Realization
  • Service Profit Chain
  • Qualitative Measurement
  • Tracking Performance, Output & Outcome

38: Charging Mechanisms

  • Charging Policies
  • Charging & Billing
  • Cost Allocation Models
  • Define Chargeable Items
  • Measuring Service Usage

39: Validate Service Value, Report Service Outcomes

  • Realizing Service Value
  • Assess & Report Value Realization
  • Evaluation & Verification
  • Track, Assess & Evaluate Outcomes

Exercise: Measuring Value Realization

40: Evaluate & Improve Customer Journey

  • Evaluate Value Realization & Improve Customer Journeys
  • Continual Improvement: Sources of Improvement

41: Portfolio Management Practice

  • Purpose
  • Portfolio Types
  • How portfolios Enable ROI
  • Practice Success Factors (PSF)

42: Course Summary

Practice exams and quizzes


In order to take this course, you much hold the ITIL 4 Foundation Certification or the ITIL 4 Managing Professional Transition Certification. In order to sit for the exam, you must complete this course and receive the official Letter of Attendance for this course.


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