Course Overview Print

Creating value in IT service management starts with understanding stakeholders. This course helps participants develop customer journeys, define service expectations, and co-create value through communication, collaboration, and user engagement. They will learn to design stakeholder-centric strategies that improve service experiences and outcomes.

Learning Outcomes:

  • Map and design stakeholder journeys across the service lifecycle

  • Define, capture, and monitor value creation in digital services

  • Manage stakeholder relationships and communication strategies

  • Facilitate service design thinking to meet evolving expectations

Key Topics:

  • Customer journey mapping and experience design

  • Stakeholder communication and relationship management

  • Defining value co-creation and outcome-based service design

  • Tools for monitoring satisfaction and engagement

 

Exam Details

This course is designed to build participants’ understanding of key concepts and domains covered in the ITIL® 4 Specialist: Drive Stakeholder Value certification.

The course includes the ITIL® 4 Specialist: Drive Stakeholder Value certification exam bundled with the course fee. Participants will receive an exam voucher for a webcam-proctored online examination conducted via the PeopleCert platform.

To maximise success, participants are strongly encouraged to complement the course with additional self-study, revision of course materials, and dedicated practice before attempting the exam.

 

ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

Course Outline

This course prepares candidates for the ITIL 4 Specialist: Drive Stakeholder Value formal examination. At the end of the course, students will:

• 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 realize and validate service value

*Important Note : Fees are subject to Singapore's prevailing Goods and Services Tax (GST).
ITIL® 4 Specialist: Drive Stakeholder Value
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