ITIL® 4 Specialist: Drive Stakeholder Value

This course guides organizations in establishing, maintaining, and enhancing service relationships across the customer journey. Participants will gain practical knowledge for passing the certification exam and developing stronger consumer/provider interaction at every touchpoint.

Course Information:

• Certification: ITIL® 4 Specialist: Drive Stakeholder Value
• Duration: 4 Days
• Delivery Method: Classroom / Virtual
• Accreditor: PeopleCert on behalf of AXELOS
• Language: English
• Prerequisite: ITIL® 4 Foundation Certificate

Target Audience:

Ideal for service management professionals who engage with customers, users, and suppliers. Roles that benefit include Service Managers, Product Owners, UX Designers, Architects, Relationship Managers, and those responsible for experience and value delivery.

Learning Objectives:

• Design and improve customer journeys
• Target markets and stakeholder needs
• Build and maintain stakeholder relationships
• Shape demand and align expectations
• Onboard, co-create, and validate service value

Included Materials:

• Course Book (eBook or Print)
• Pre-course and Post-course Reading
• Practice Questions
• Exam Voucher with Online Proctoring

Course Modules:

• Module 1: Customer Journey & Mapping
• Modules 2–8: Explore, Engage, Offer, Agree, Onboard, Co-create, Realize
• Focus: Relationship management, trust, value co-creation, continual value realization

Exam Format:

• Delivery: Web-based, online proctored
• Format: Closed book
• Duration: 90 minutes (113 minutes for non-native speakers)
• Questions: 40 multiple choice (Bloom’s Level 2–3)
• Passing Score: 70% (28 out of 40)

Note: The exam is conducted online via virtual proctor and is included with course enrollment.