ITIL® 4 Specialist: Drive Stakeholder Value with exam

Objectives

It empowers candidates and organisations to deliver exceptional value by focusing on the conversion of demand into tangible benefits through IT-enabled services. By facilitating effective stakeholder management, digital professionals are better able to target stakeholders with the right service offerings and value propositions, distinguishing themselves and their organisations within a competitive and demanding environment. The module touches further upon the customer journey, allowing candidates to shape customer demand, manage relationships and optimise the customer experience. It will also enable candidates to increase stakeholder satisfaction by co-creating value and developing mutually agreed requirements, providing the necessary tools to foster an advantageous culture of collaboration and transparency.

Who it is aimed at

The ITIL® 4 Specialist Drive Stakeholder Value module drives IT professionals to further interact with their stakeholders and influence and improve the user experience across a much wider framework. This unique module is designed to enhance the careers of digitally experienced candidates, by expanding their knowledge and boosting their existing skillsets in an increasingly digital service economy.

Contents

The customer journey

• Stakeholder aspirations
• Touchpoints and service interactions
• Mapping the customer journey 
• Designing the customer journey 
• Measuring and improving the customer journey 

Step 1: Explore

• Understanding service consumers and their needs 
• Understanding service providers and their offers 
• Understanding markets 
• Targeting markets 

Step 2: Engage

• Communicating and collaborating
• Understanding service relationship types
• Building service relationships 
• Managing suppliers and partners 

Step 3: Offer 

• Managing demand and opportunities 
• Specifying and managing customer requirements 
• Designing service offerings and user experience 
• Selling and obtaining service offerings 

Step 4: Agree

• Agreeing and planning value co-creation
• Negotiating and agreeing a service  

Step 5: Onboard 

• 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

Step 6: Co-create 

• Fostering a service mindset 
• Ongoing service interactions 
• Nurturing user communities 

Step 7: Realize 

• 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

Subscription Duration: 45 days

This set of sample questions consists of 40 Random Multiple-choice questions

• Each Mock Exam is unique - the questions are randomly selected WITH repetition from the database
• Every time you start new simulated exam you will get a unique test (Attempts allowed: 5)
• It is NOT possible to see them all in one run
• The sample practice questions cover all topics in the Peoplecert's Exam Syllabus.

Try Sample Questions for Free

ExamSimul cannot guarantee you will pass the exam, but we are sure that your personal study and the use of our simulator will provide you with a very high probability of passing the exam. This evaluation exam does NOT result in achieving certification. Examsimul makes no representations, warranties or guarantees that your performance on this evaluation exam will be translatable to performance on the official proctored certification exams. Only candidates who successfully complete an official proctored certification exam will achieve certification.

To suggest an improvement, or if you identify an issue with an item or question, please contact us via chat or email info@examsimul.com Comments are always read by the author, and sometimes these items or questions are republished with your suggested improvements or corrections.

Frequently Asked Questions

• Your purchase of the Exam Simulator is for a single-user license. Your username & password in your name to access the simulator. This is your personal access information, and you may not share your login credentials with others. You may access the simulator as often as you like during the subscription period. You may not sell your single-user license of the Exam Simulator to others. Access from multiple devices is permitted. Access from multiple devices at the same time is prohibit.

• The Learning Mode is different from the Real Exam Mode, Not like other exam simulators, ours forces you to find the correct answer before you can proceed with the next one, exactly like the free version, this means that at the end all your answers will be correct and therefore the result is 100%.

• The Exam Simulator is an online tool and you do not have to download or install anything. This means that an active internet connection is required at all times. It is not possible to take exams while offline. Minimum speed for internet connection is 512 KB, however a high-speed connection (cable, broadband, etc.) is recommended.

• Please note that the questions of the Exam Simulator cannot be printed or exported. They are intended for online use only. But most importantly, online-only access guarantees you are accessing the most recent questions and explanations. This is important because we update our questions and explanations quite regularly (sometimes daily) based on feedback and questions from our students. And the only way to be sure that you are seeing the most current and valid questions and explanations is by using them online only.