Introduction

The purpose of the ITIL 4 Drive Stakeholder Value Qualification is:

• 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 purpose of the ITIL 4 Drive Stakeholder Value Examination is:

• 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.

The target audience for this qualification is:

• 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.

Contents

1. Understand how customer journeys are designed
   
   • Understand the concept of the customer journey
   • Understand the ways of designing and improving customer journeys 
2. Know how to target markets and stakeholders
   
   • 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
3. Know how to foster stakeholder relationships
   
   • 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 analyse customer needs 
   • Know how to use communication and collaboration activities and techniques 
   • Know how the Relationship management practice can be applied to enable and contribute to fostering relationships  
   • Know how the Supplier management practice can be applied to enable and contribute to supplier and partner relationships management
4. Know how to shape demand and define service offerings
   
   • Understand methods for designing digital service experiences based on value-driven, data-driven and user-centred 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 prioritise requirements from a diverse range of stakeholders
     Know how the Business Analysis practice can be applied to enable and contribute to requirement management and service design
5. Know how to align expectations and agree details of services
   
   • Know how to plan for value co-creation
   • Know how to negotiate and agree service utility, warranty and experience
   • Know how the Service Level management practice can be applied to enable and contribute to service expectation management
6. Know how to onboard and offboard customers and users
   
   • 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 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 Catalogue management practice can be applied to enable and contribute to offering user services