ITIL® 4: Specialist Drive Stakeholder Value

(ITIL4-SDSV.AN1) / ISBN: 978-1-64459-258-8
This course includes
Lessons
TestPrep
Lab
Mentoring (Add-on)
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ITIL® 4: Specialist Drive Stakeholder Value

Pass the ITIL 4 exam with the ITIL4 Specialist Drive Stakeholder Value course and lab. The lab is cloud-based, device-enabled, and can easily be integrated with an LMS. The ITIL certification training comprehensively covers the ITIL 4 exam objectives and provides knowledge on the areas such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more.
Here's what you will get

ITIL4 Specialist Drive Stakeholder Value certification is targeted at practitioners responsible for managing and integrating stakeholders and those who are responsible for fostering relationships with partners and suppliers. The certification 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.

Lessons
  • 12+ Lessons
  • 85+ Quizzes
  • 74+ Flashcards
  • 74+ Glossary of terms
TestPrep
  • 40+ Pre Assessment Questions
  • 2+ Full Length Tests
  • 50+ Post Assessment Questions
  • 80+ Practice Test Questions
Lab
  • 15+ Performance lab
Here's what you will learn
Download Course Outline
  • The story so far
  • Meet the Axle employees
  • The ITIL service value system
  • The four dimensions model
  • The importance of engagement
  • Key principles
  • Stakeholder aspirations
  • Touchpoints and service interactions
  • Mapping the customer journey
  • Designing the customer journey
  • Measuring and improving the customer journey
  • Summary
  • Understanding service consumers and their needs
  • Understanding service providers and their offers
  • Understanding markets
  • Targeting markets
  • Summary
  • Communicating and collaborating
  • Understanding service relationship types
  • Building service relationships
  • Managing suppliers and partners
  • Summary
  • Managing demand and opportunities
  • Specifying and managing customer requirements
  • Designing service offerings and user experience
  • Selling and obtaining service offerings
  • Summary
  • Agreeing and planning value co-creation
  • Negotiating and agreeing a service
  • Summary
  • Planning onboarding
  • Relating to users and fostering relationships
  • Providing user engagement and delivery channels
  • Enabling users for services
  • Elevating mutual capabilities
  • Offboarding customers and users
  • Summary
  • Fostering a service mindset
  • Ongoing service interactions
  • Nurturing user communities
  • Summary
  • Realizing service value in different settings
  • Tracking value realization
  • Assessing and reporting value realization
  • Evaluating value realization and improving customer journeys
  • Realizing value for the service provider
  • Summary

Hands on Activities (Performance Labs)

  • Understanding the Importance of Engagement and its Key Principles
  • Understanding the Service Relationships
  • Understanding the Relation among the Key Principles
  • Understanding the band of visibility
  • Understanding the Customer Journey
  • Understanding the Markets
  • Understanding the Business Provider Maturity Model
  • Understanding the Service Relationships
  • Understanding the Customer Requirements
  • Understanding Selling and Obtaining the Service Offerings
  • Understanding the Value Drivers for different types of Service Offerings
  • Understanding and Planning Onboarding
  • Understanding User Queries
  • Understanding the Types of Service Technology Encounters
  • Understanding the Service Profit Chain
Exam FAQs
What are the prerequisites for this exam?
  • ITIL® Foundation Certificate in IT Service Management

OR

  • ITIL® 4 Managing Professional Transition Certificate
  • Training through an Accredited Training Organisation
What is the exam registration fee? USD 586.40
Where do I take the exam? PeopleCert
What is the format of the exam? Multiple choice questions
How many questions are asked in the exam? The exam contains 40 questions.
What is the duration of the exam? 90 minutes
What is the passing score? 70% or higher (28 or above)
What is the exam's retake policy?
  • While buying the initial exam simply make sure to add the Take2 re-sit option for the exam of your choice in your Shopping cart during the checkout process. It costs £81.00 ($106.74).
  • In case you forgot to purchase Take2, you have nothing to worry about! Just remember to add it for the exam of your choice through your PeopleCert Candidate Profile, up to 15 minutes before sitting the exam.
  • You have up to 6 months to prepare and take your re-sit exam from the date of your initial exam.
Where can I find more information about this exam? Know more about the ITIL4
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