ITIL® 4 Specialist – Drive Stakeholder Value with exam

© AFI par Edgenda inc.

This course qualifies you for 21 PMI® Professional Development Units (PDUs).

PDU Claim Code: 50549MJYWO

Duration : 3 days (excluding exam)

ITIL® 4 focuses on a new form of IT service management, driven by the customer experience, value flows, digital transformation and new working methods such as Lean, Agile and DevOps.

The ITIL 4 Drive Stakeholder Value qualification is intended to provide the candidate with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers and partners, including key CX, UX and journey mapping concepts.

The ITIL 4 Drive Stakeholder Value examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of ITIL 4 to all types of engagement and interaction between a service provider and their customers, users, suppliers and partners.

The ITIL 4 Drive Stakeholder Value qualification 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.

Our certified trainers are professionals working daily in environments where these practices support the co-creation of value. Our training includes examples, simulations and case studies applied to the current realities of the organization.

Audience

• Individuals continuing their journey in service management
• ITSM managers and aspiring ITSM managers
• ITSM practitioners who are responsible for managing and integrating stakeholders, focus on the customer journey and experience, and/or are responsible for fostering relationships with partners and suppliers
• Existing ITIL qualification holders wishing to develop their knowledge.

Prerequisites

To participate in the course and certification, candidates must already have:

• ITIL®4 Foundation certificate

Proof will be required at registration.

Objectives

• 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 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 realise and validate service value

• The exam is closed book with forty (40) multiple choice questions.
• The pass grade is 70% (28 out of 40 questions).
• Each question is worth 1 mark.
• There is no negative marking
• The exam lasts 90 minutes.
• Non-native speakers may be awarded 25% extra time.
• There are 15 questions at Bloom’s Level 2 = approx. 37.5%
• There are 25 questions at Bloom’s Level 3 = approx. 62.5%

• Understand how customer journeys are designed (BL2)
• Know how to target markets and stakeholders (BL2/3)
• Know how to foster stakeholder relationships (BL2/3)
• Know how to shape demand and define service offerings (BL2/3)
• Know how to align expectations and agree details of services (BL3)Know how to onboard and offboard customers and users (BL2/3)
• Know how to act together to ensure continual value co-creation (service consumption / provisioning) (BL2/3)
• Know how to realize and validate service value (BL2/3)

Legal notes