ITIL®4 Specialist: Drive Stakeholder Value - Classroom (exam included)

- Understand the concept of the costumer journey

- Understand the ways of designing and improving costumer journeys

- Understand the characteristics of markets

- Understand marketing activities and techniques

- Know how to describe customer needs and internal and external factors that affect these

- Know how to identify service providers and explain their value propositions

- Understand the concepts of mutual readiness and maturity

- Understand the different supplier and partner relationship types and how these are managed

- Know how to develop customer relationships

- Know how to analyze customer needs

- Know how to use communication and collaboration techniques

- Know how the relationship management practice can be applied to enable and contribute to fostering relationships (the relationship management practice)

- Know how the supplier management practice can be applied to enable and contribute to supplier and partner relationship management.

- Understand methods for designing digital service experiences based on value-driven, data-driven, and user-centered service design.

- Understand approaches for selling and obtaining service offerings.

- Know how to capture, influence, and manage demand and opportunities.

- Know how to collect, specify, and prioritize requirements from a diverse range of stakeholders.

- Know how the business analysis practice can be applied to enable and contribute to requirements management and service design.

- Know how to plan for value co-creation.

- Know how to negotiate and agree on the service utility, warranty, and experience.

- Know how the service level management practice can be applied to enable and contribute to service expectation management.

- Understand key transition, onboarding, and offboarding activities.

- Understand the ways of relating with users and fostering user relationships.

- Understand how users are authorized and entitled to services.

- Understand different approaches to a mutual elevation of customer, user, and service provider capabilities.

- Know how to prepare onboarding and offboarding plans.

- Know how to develop user engagement and delivery channels.

- Know how the service catalog management practice can be applied to enable and contribute to offering user services.

- Know how the service desk practice can be applied to enable and contribute to user engagement.

- Know how to foster a service mindset.

- Understand how users can request services.

- Know how to use different approaches to the provision of user services.

- Know how to seize and deal with customers' and users' moments of and user's moments of truth. and user's moments of truth.’ and user's moments of truth.’’ truth.’

- Understand methods for triaging user requests.

- Understand methods for encouraging and managing customer and user feedback.

- Know how service request management practice can be applied to enable and contribute to service usage.

- Understand methods for measuring service usage and customer and user experience and satisfaction.

- Understand methods to track and monitor service value.

- Understand different types of reporting of service outcomes and performance.

- Understand charging mechanisms.

- Know how to assess service value realization.

- Know how to prepare to evaluate and improve the customer journey.

- Know how the portfolio management practice can be applied to enable and contribute to service value realization.