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ITIL® 4 Specialist: Drive Stakeholder Value

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3 dienos anglų k. Vilnius 1700 EUR


The ITIL® courses on this page are offered by OMEC as the Accredited Training Organisation of Peoplecert. ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited - all rights reserved.

The training covers key elements essential for effective service management, such as SLA creation, multi-vendor management, communication, relationship management, customer journey mapping, and designing a full picture of customer experience (CX) and user experience (UX).3-day ITIL 4 Specialist training: Drive Stakeholder Value (DSV), deals with all types of interaction and engagement between the service provider and customers, users, suppliers and partners.

It will provide candidates with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape.

Kursai skirti

  • 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.

Reikalavimai klausytojams

ITIL® 4 Foundation Certificate

Kurso tikslai

This course will enable participants to:
  • 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.

  • The way in which client travels are designed.
  • The way of supporting relations with stakeholders.
  • Shaping demand and defining service offer.
  • Ways of providing and retiring services for customers and users.
  • Ways of acting in such a way as to ensure continuous creation of value.
  • Ways of delivering and verification of service value.
  • Important elements related to reaching markets and stakeholders.
  • Adjusting expectations and agreeing on details of services.

ITIL® 4 Specialist: Drive Stakeholder Value exam is held on the last day of training. The exam is included in the price of the training.

Number of marks: 40 marks. There are 40 questions, each worth 1 mark. There is no negative marking.

Provisional Pass mark: 28 marks. You will need to get 28 questions correct (70%) to pass the exam.

Question types: Standard classic, Negative, & List. The questions are all ‘multiple choice’. For the ‘standard classic’ questions, you have a question and four answer options. ‘Negative’ questions are ‘standard’ question in which the stem is negatively worded. For the ‘list’ questions, there is a list of four statements and you have to select two correct statements from the list.

Exam duration: 90 minutes. Candidates taking the exam in a language that is not their native or working language may be awarded 25% extra time, i.e. 113 minutes in total.