ITIL 4 Specialist: Drive Stakeholder Value Training in Columbia

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ITIL® 4 Specialist: Drive Stakeholder Value Course

Columbia

The ITIL® 4 Specialist: Drive Stakeholder Value Course in Columbia emphasises techniques for shaping positive customer journeys and enhancing value co-creation. Learners work through topics on relationship management, experience design, and engagement channels. Boost customer satisfaction and earn specialist credentials.

Know the importance of delivering value to stakeholders in the IT service management
Learn about service offering with our ITIL® 4 Specialist Drive Stakeholder Value Course
Learn how to create and manage a service catalogue that aligns with stakeholder needs

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ITIL® 4 Specialist: Drive Stakeholder Value Course Overview

Course syllabus

Who it’s for

What’s included

Exams

FAQs

ITIL® 4 Specialist: Drive Stakeholder Value Course Outline

Module 1: Understand How Customer Journeys are Designed

Concept of the Customer Journey
- Definition: Customer Journey
Relationships Between Value Streams and Customer Journeys
Customer Journey and Service Interaction
Concept of Customer Journey
- Customer Experience
- User Experience
Three Aspects of the Customer and User Experience
Purpose of Identifying, Understanding and Mastering the Customer Journey
Stages Involved in Designing an End-to-End Customer Journey and Experience
Stakeholder Aspirations
Touchpoints and Service Interactions
Mapping the Customer Journey
Personas and Scenarios
Customer Journey Maps
Example of a Customer Journey Map
Understanding the Customer Experience
Design Thinking
Marc Stickdorn’s Five Principles of Service Design Thinking
Design Thinking
Leveraging Behavioral Psychology
Design for Different Cultures
Measuring and Improving the Customer Journey

Module 2: How to Target Markets and Stakeholders?

Step 1: Explore
Understanding Service Consumers and Their Needs
Purpose of the Organization
The ‘Golden Circle’
External and Internal Factors
SWOT Analysis
Objectives and Opportunities
Risks and Mitigation
Understanding Service Providers and their Offers
Industry Standards and Reference Architectures
Characteristics of Markets
- Understanding Markets
- Market Segmentation
- Characteristic-Based Market Segmentation
- Needs-Based Market Segmentation
- Identifying and Analyzing Service Consumers
Marketing Activities and Techniques
- Targeting Markets
- Value Propositions
- Marketplace and the Marketspace
- Personalizing and Profiling
- Targeted Marketing
- AIDA Model
- Brand and Reputation
- Sustainability and the Triple Bottom Line
- Importance of Existing Customers

Module 3: How to Foster Stakeholder Relationships?

Step 2: Engage
Communicating
Cooperation and Collaboration
Listening Modes
Service Relationship Types
Basic Relationship
Cooperative Relationship
Partnership
Engaging and Fostering Relationships in Different Environments
Building Service Relationships
Service Relationship Ladder
5 Steps of the Service Relationship Ladder
Creating an Environment that Allows Relational Patterns to Emerge
Initial Engagement Tools
Building and Sustaining Trust and Relationships
Trust and Relationship Factors
Three C’s Model Applied to a Service Relationship
Three C’s Model
How to Develop Customer Relationships?
- Building of Trust and Relationships
- Understanding Service Provider Capabilities
- Understanding Customer Needs
- Understanding Value Drivers
- Value Drivers
- Example of a Value Driver Framework
- How Service, Services Interactions, Service Offerings, Products and Resources are Related
- Assessing Mutual Readiness and Maturity
- Types of Maturity Assessment in the Engage Step
- Managing Suppliers and Partners
- Relationship Management: Service Integrator Activities
- Supplier Management Practice

Module 4: How to Shape Demand and Define Service Offerings?

Step 3: Offer
Managing Demand and Opportunities
Patterns of Business Activity
Optimizing Capacity
Capacity and Performance Management Practice
Shaping or Smoothing Demand
Pricing and Charging
Building the Customer Business Case
Building the Service Provider Business Case
How to Collect, Specify, and Priorities Requirements from a Diverse Range of Stakeholders?
- Specifying and Managing Customer Requirements
- Roles and Responsibilities
- Managing Requirements
- Minimum Viable Product – MVP
- User Stories and Story Mapping
- MoSCoW Method
- Weighted Shortest Job First
Methods for Designing Digital Service Experiences Based on Value-Driven, Data-Driven, and User Centered Service Design
- Designing Service Offerings and User Experience
- Lean Thinking
- Agile Product and Service Development
- User-Centered Design and Service Design Thinking
- Service Blueprinting
- Design for Onboarding
Approaches for Selling and Obtaining Service Offerings
- Selling and Obtaining Service Offerings
- Pricing
- Internal and External Sales
- Business Analysis Management Practice

Module 5: How to Align Expectations and Agree Details of Services?

Step 4: Agree
Agreeing and Planning Value Co-Creation
Types of Service Value Drivers
Service Interaction Method
Inherent and Assigned Characteristics of Services
How to Negotiate and Agree Service Utility, Warranty, and Experience?
- From Service Consumer Needs to Agreement
- SLA Content and Structure
- Service Level Management Practice
- Negotiating and Agreeing Service Utility, Warranty, and Experience

Module 6: How to Onboard and Offboard Customers and Users?

Step 5: Onboarding
Purposes of Onboarding and Offboarding
Onboard
- Planning Onboarding
- Onboarding Goals
- Onboarding Scope
- Examples of Consumer Resources to Onboard
- Onboarding Customer and Users: Onboarding Actions
- Examples of Service Provider, Service Consumer, and Supplier/Partner Onboarding Actions
- Onboarding Control
Ways of Relating with Users and Fostering User Relationships
- Relating to Users and Fostering Relationships
- Fostering Relationships with Corporate Users
- Fostering Relationships with Individual Service Consumers
- Providing User Engagement and Delivery Channels
- Seamless User Journey with Omnichannel Management
- Examples of Omnichannel Challenges that have to be Considered by Service Providers
- Enabling Users for Services
- Offboarding Customers and Users
- Customer Offboarding
- User Offboarding
- Service Catalogue Management Practice
- Service Desk Management Practice
Understand How Users Can Request Services
- On-going Service Interactions
- Service Requests
- Service Desk Interactions
- When Things Go Wrong
- Moments of Truth
- Intelligent Disobedience
- Customer and User Feedback
- Challenges and Solutions for Continual Customer and User Feedback

Module 7: How to Act Together to Ensure Continual Value Co-Creation?

Step 6: Co-Create
Fostering a Service Mindset
Service Mindset for Service Provision
Methods for Triaging of User Requests
Concept of User Communities
- Nurturing User Communities
- Super-Users
- Service Requests

Module 8: How to Realize and Validate Service Value?

Step 7: Realize
Realizing Service Value in Different Settings
Tracking, Assessing, and Evaluating Value Realization in Different Types of Service Relationships
Methods to Track and Monitor Service Value
- Tracking Value Realization
- Tracking Performance, Output, and Outcome
- Tracking Experience and Satisfaction
- Tracking Service Usage
- Assessing and Reporting Value Realization
- Evaluating Value Realization and Improving Customer Journeys
- Evaluation and Verification
- Continual Improvement
- Tracking, Assessing, and Evaluating Outcomes
Charging Mechanisms
- Charging and Billing
- Portfolio Management
- Drive Stakeholder Value – Conclusion

Who should attend this ITIL® 4 Specialist: Drive Stakeholder Value DSV Training Course?

This ITIL® 4 Specialist: Drive Stakeholder Value Training Course in Columbia is designed for anyone who wants to learn how to improve the way their organization delivers value to its stakeholders. This certification course is especially beneficial for these professionals:

Customer Service Managers
IT Service Managers
Project Managers
Product Managers
Business Relationship Managers
Marketing and Outreach Teams in IT
Business Analysts

Prerequisites of the ITIL® 4 Specialist: Drive Stakeholder Value DSV Training Course

The most important prerequisite of this ITIL® 4 Training Course is holding an ITIL® 4 Foundation Certificate in IT Service Management.

ITIL® 4 Specialist: Drive Stakeholder Value Course Overview

The ITIL® 4 Specialist: Drive Stakeholder Value Course in Columbia is a dynamic and intensive training designed to equip individuals and professionals with the knowledge and skills to drive stakeholder value within an organization. ITIL® (Information Technology Infrastructure Library) is a globally recognized framework for IT service management that emphasizes delivering value to stakeholders.

Understanding stakeholder value is crucial for individuals and professionals in Columbia working in IT service management, project management, and business relationship management. IT service managers, business analysts, service desk managers, and individuals involved in service design and delivery should aim to master this subject to ensure that IT services meet the needs and expectations of stakeholders.

This intensive 2-day ITIL® 4 Specialist: Drive Stakeholder Value Course in Columbia, offered by The Knowledge Academy, covers the key concepts of ITIL® 4, with a focus on driving stakeholder value. It includes practical exercises, case studies, and real-world scenarios to enable delegates to apply ITIL® 4 principles in their professional roles effectively.

ITIL® 4 Specialist: Drive Stakeholder Value Course Objectives

To understand the principles and concepts of ITIL® 4, with a focus on driving stakeholder value
To learn how to identify, engage, and manage stakeholders effectively
To develop skills in shaping service experiences and ensuring value co-creation
To apply ITIL® 4 principles to enhance stakeholder satisfaction and business outcomes
To improve stakeholder management practices and contribute to service excellence

Upon completing the ITIL® 4 Specialist: Drive Stakeholder Value Course in Columbia, delegates will benefit from enhanced knowledge and practical skills in stakeholder management and value co-creation. They will be well-equipped to identify, engage, and manage stakeholders effectively, ensuring that IT services align with business objectives and deliver value to stakeholders.

What’s included in this ITIL® 4 Specialist: Drive Stakeholder Value DSV Certification Course?

ITIL® 4 Specialist: Drive Stakeholder Value Examination
World-Class Training Sessions from Experienced Instructors
ITIL® 4 Specialist: Drive Stakeholder Value Certificate
Digital Delegate Pack

Official PeopleCert ITIL® 4 Specialist: Drive Stakeholder Value (DSV) Exam Information

The ITIL® 4 Specialist: Drive Stakeholder Value module is for IT professionals who foster relationships with stakeholders to co-create value. Drive Stakeholder Value benefits anyone who manages customer journeys, experiences, or expectations.

Question Type: Multiple Choice
Total Questions: 40
Total Marks: 40 Marks
Pass Mark: 70%, or 28/40 Marks
Duration: 90 Minutes
Open Book/ Closed Book: Closed Book

Train Your Workforce

Looking for ITIL® 4 Specialist: Drive Stakeholder Value Course in-house or onsite training in Columbia? We specialise in corporate group training and bulk bookings for organisations of all sizes in Columbia. Our trainers deliver tailored sessions at your premises, online, or hybrid, with best price guarantee, group discounts and flexible scheduling to train your team.

Our Columbia venue

Includes..

Free Wi-Fi

To make sure you’re always connected we offer completely free and easy to access wi-fi.

Air conditioned

To keep you comfortable during your course we offer a fully air conditioned environment.

Full IT support

IT support is on hand to sort out any unforseen issues that may arise.

Video equipment

This location has full video conferencing equipment.

Columbia is a community based in Maryland, USA. It is in Howard County and has a population of around 100,000 people. It is repeatedly voted as one of the ‘best places to live in America’ by CCN Money. There are a range of public schools in Columbia, the majority of which are operated by Howard County Public School System. The high schools include Hammond High School and River Hill High School. There are no traditional universities or colleges in Columbia but there is a community college; Howard Community College and several further education establishments have facilities in the area such as University of Phoenix and American Career Institute. Howard Community College was established in 1966 and enrols around 28,000 students a year. It offers programs over a range of seven academic subjects; arts and humanities, business and computers, workforce development, languages, health sciences, mathematics, science and engineering and teacher education. The unemployment rate in Columbia is at 4.7%. This has improved slightly since last year’s rate of 5.5%.

Ways to take ITIL® 4 Specialist: Drive Stakeholder Value Course in Columbia

Online Instructor-Led Learning

Online Self-Paced Learning

Onsite Learning

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led ITIL® 4 Specialist: Drive Stakeholder Value Course. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.

Live classes

Join a scheduled class with a live instructor and other delegates.

Interactive

Engage in activities, and communicate with your trainer and peers.

Global Pool of the Best Trainers

We handpick from a global pool of expert trainers for our Online Instructor-led courses.

Expertise

With 10+ years of quality, instructor-led training, we equip professionals with lasting skills for success.

Scalable Training Delivery

Access ITIL® 4 Specialist: Drive Stakeholder Value Course in Columbia delivered by one of the largest training providers, with scalable instructor-led classes, accessible worldwide.

Master ITIL® 4 Specialist: Drive Stakeholder Value Course with a flexible yet structured approach that combines live, expert-led sessions and self-paced study. With Weekly one-to-one tutor support and consistently high pass rates, you’ll receive tailored guidance and achieve real results.

Structured Yet Flexible Learning

Take part in scheduled, instructor-led sessions with real-time feedback, while enjoying the freedom to study independently. Interactive resources and progress tracking tools help you stay motivated and on target.

Engaging & Interactive Training

Join dynamic live sessions featuring discussions, practical activities, and peer collaboration. Learn from ITIL® 4 Specialist: Drive Stakeholder Value Course industry experts and reinforce your knowledge with self-paced modules—plus, connect with professionals in your field.

Expert-Led Course

Gain valuable insight from experienced trainers during live sessions, and revisit course materials anytime to deepen your understanding. This method offers the ideal balance between expert guidance and independent learning.

Global Training Accessibility

Access top-quality training across time zones—anytime, anywhere. Whether at home or on the go, our expert-led sessions and flexible study materials support your goals, and help you on the journey towards the certification.

Learn ITIL® 4 Specialist: Drive Stakeholder Value Course through The Knowledge Academy’s Online Self-Paced Learning. This flexible and structured format supports your training goals and enables every professional to build skills with confidence.

Flexible Learning

Access ITIL® 4 Specialist: Drive Stakeholder Value Course resources 24/7 to maintain steady progress, complete regular assessments or tasks, and upskill effectively alongside work commitments.

Expert-Developed Content

Our Online Course content is designed by experienced trainers to ensure accuracy, relevance, and practical value.

Global Training Provider

Access ITIL® 4 Specialist: Drive Stakeholder Value Course in Columbia from a trusted global training provider delivering consistent learning to professionals worldwide.

Cost-Effective Training

Benefit from the cost-effective ITIL® 4 Specialist: Drive Stakeholder Value Course that delivers high-quality course content without compromising learning outcomes.

Interactive LMS

Track performance, download resources, and receive AI-enabled support through The Knowledge Academy’s dedicated Learning Management System.

ITIL® 4 Specialist: Drive Stakeholder Value Course Schedule in Columbia

Online Instructor-Led

Online Self-Paced

Classroom

Onsite

Package deals for ITIL® 4 Specialist: Drive Stakeholder Value Course in Columbia

Our training experts have compiled a range of course packages on a variety of categories in ITIL® 4 Specialist: Drive Stakeholder Value Course, to boost your career. The packages consist of the best possible qualifications with ITIL® 4 Specialist: Drive Stakeholder Value Course, and allows you to purchase multiple courses at a discounted rate.

ITIL 4 Specialist: Drive Stakeholder Value Training in Columbia FAQs

What is ITIL®4 Specialist Drive Stakeholder Value?

ITIL 4 Specialist Drive Stakeholder Value is a certification course focusing on enhancing stakeholder relationships and value co-creation within service management practices.

What are the benefits of taking this ITIL®4 Specialist Drive Stakeholder Value Course?

The ITIL®4 Specialist Drive Stakeholder Value Course enhances understanding of stakeholder engagement, service relationships, and value co-creation, fostering better alignment between IT services and business objectives.

Are there any prerequisites for this ITIL®4 Specialist Drive Stakeholder Value Course?

The most important prerequisite of this ITIL® 4 Training Course is holding an ITIL® 4 Foundation Certificate in IT Service Management.

Who should attend this ITIL 4 Specialist Drive Stakeholder Value Training?

This ITIL®4 Specialist Drive Stakeholder Value Course is ideal for IT professionals, service managers, and business leaders aiming to enhance stakeholder management capabilities.

What is the duration of this ITIL®4 Specialist Drive Stakeholder Value Training?

This ITIL 4 Specialist Drive Stakeholder Value Course is a 2-day training course during which delegates participate in intensive learning sessions that cover various course topics.

What are the career opportunities after completing this ITIL®4 Specialist Drive Stakeholder Value Training Course?

After completing the ITIL 4 Specialist Drive Stakeholder Value Training Course, career opportunities include IT service manager, service delivery manager, and stakeholder engagement specialist within organizations.

Why choose The Knowledge Academy in Columbia over others?

The Knowledge Academy in Columbia stands out as a prestigious training provider known for its extensive course offerings, expert instructors, adaptable learning formats, and industry recognition. It's a dependable option for those seeking this ITIL®4 Specialist Drive Stakeholder Value Course.

What is the cost/training fees for ITIL® 4 Specialist: Drive Stakeholder Value Course in Columbia?

The training fees for ITIL® 4 Specialist: Drive Stakeholder Value Course in Columbia starts from $2595

Which is the best training institute/provider of ITIL® 4 Specialist: Drive Stakeholder Value Course in Columbia?

The Knowledge Academy is one of the Leading global training provider for ITIL® 4 Specialist: Drive Stakeholder Value Course.

What are the best ITIL® Certification Training courses in Columbia?

Please see our ITIL® Certification Training courses available in Columbia

Customers Reviews

Mona Klimova

Very good and knowledgeable

Kerry Wittmann

I found this training session highly valuable and the trainer's knowledge of the subject matter was outstanding. He demonstrated both depth and clarity throughout the course.

Dan Harrison

James was very engaging and did take time to explain and go beyond the slides to provide real-world examples.

Akinleye Akinrelere

The trainer demonstrated mastery in delivering the course.

Colin Muirhead

Craig was great, patient and knowledgeable

Troy Merritt

Great delivery with good examples and real world experience.

Devender Sharma

All topics were covered in detail with example

Anthony Ta

N/A

Steve Lindley

Craig was excellent and provided an engaging and interesting course. He explained everything in detail and backed it up with relevant examples from his career.

Mohamed Azhary

Great trainer

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