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Course Specifics

Duration: 240 minutes
Instructor: Marcel Foederer
Class Size: 3 - 12
You will learn:
  • How to define service offerings
  • Effective interaction and communication
  • Onboarding & offboarding customers/users
  • How customer journeys are designed
  • And much more!

Course Information

The ITIL 4 Specialist: Drive Stakeholder course guides establishing, maintaining, and developing effective service relationships at appropriate levels. It guides the organizations in their roles of provider or consumer to interact with each other effectively by supporting communication that is necessary for a successful journey through this course's step-by-step approach.

The engaging content will help you understand what it means to be an expert and how these skills can benefit them personally when dealing directly with customers.

Learning Objectives

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 on 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

A student must pass the ITIL 4 Foundation examination to undertake this course. They should also have attended an accredited training session before enrolling for their specialist degree, which is why it's so important you get certified!

Target Audience

The ITIL 4 Specialist: Drive Stakeholder Value course target audience includes but is not limited to:

  • Business Managers
  • Business Process Owners
  • IT Consultants
  • IT Developers
  • IT Management
  • IT Support Staff
  • Service Providers
  • System Integrators

Course Agenda

Day 1

  • Recap of ITIL 4 concepts, Course Introduction - ITIL 4 Drive Stakeholder Value
  • Course 1: Customer Journey
  • Course 2: Customer Journey Step 1: Explore
  • Course 3: Customer Journey Step 2: Engage

Day 2

  • Course 4: Customer Journey Step 3: Offer (Contd.)  
  • Course 5: Customer Journey Step 4: Agree
  • Course 6: Customer Journey Step 5: Onboard
  • Course 7: Customer Journey Step 6: Co-create

Day 3

  • Course 8: Customer Journey Step 7: Realize
  • Exam Preparation and Mock Exam
  • Exam 

Course Instructor

Marcel Foederer

Head Trainer ITIL,ITIL 4
Lead Architect of the global best practices committee for ITIL (AXELOS)
Author: ITIL 4 Foundation
Author: Direct, Plan and Improve