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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.
Test Prep
40+ Pre Assessment Questions | 2+ Full Length Tests | 50+ Post Assessment Questions | 80+ Practice Test Questions
Multiple choice questions

Why choose TOPTALENT?


Lessons 1:
About the ITIL story

  • The story so far
  • Meet the Axle employees

Lessons 2:
ITIL Foundation recap

  • The ITIL service value system
  • The four dimensions model

Lessons 3:

  • The importance of engagement
  • Key principles

Lessons 4:
The customer journey

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

Lessons 5:
Step 1: Explore

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

Lessons 6:
Step 2: Engage

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

Lessons 7:
Step 3: Offer

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

Lessons 8:
Step 4: Agree

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

Lessons 9:
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
  • Summary

Lessons 10:
Step 6: Co-create

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

Lessons 11:
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
  • Summary

Lessons 12: