This course is designed to equip participants with the knowledge and skills required to drive stakeholder value using ITIL® 4 practices and principles.

Participants will learn how to understand stakeholder needs, design and improve customer journeys, manage service relationships, shape demand, and support value co-creation through effective engagement. The course also introduces key concepts such as customer experience, user experience, service interaction, service level management, relationship management, supplier management, and service consumption.

Through structured learning, practical examples, and exam-focused guidance, participants will gain the confidence to improve stakeholder engagement, strengthen service relationships, and prepare for the ITIL® 4 Specialist: Drive Stakeholder Value certification exam.

This course is suitable for IT professionals who are responsible for managing service relationships, stakeholder engagement, service experience, or customer value.

It is especially suitable for:

• IT service managers
• Service delivery managers
• Relationship managers
• Customer experience managers
• Service desk managers
• Business analysts
• IT project managers
• Supplier and vendor managers
• Professionals preparing for the ITIL® 4 Specialist: Drive Stakeholder Value certification exam

Participants should have completed ITIL® 4 Foundation before attending this course.

Before attending this course, participants are recommended to have:

• Understanding of ITIL® 4 Foundation concepts
• Familiarity with IT service management and service relationships
• Basic knowledge of service delivery, stakeholder engagement, or customer experience
• Experience working with users, customers, suppliers, or business stakeholders
• Interest in improving service experience and stakeholder value

At the end of this course, participants will be able to:

• Understand how ITIL® 4 supports stakeholder engagement and value co-creation
• Map and improve customer journeys, service interactions, and user experiences
• Manage service relationships, demand, expectations, and stakeholder communication
• Apply relevant ITIL® practices to improve customer and stakeholder value
• Prepare for the ITIL® 4 Specialist: Drive Stakeholder Value certification exam

• Introduction to ITIL® 4 Drive Stakeholder Value and stakeholder-focused service management
• Understanding stakeholders, service relationships, value co-creation, and customer journeys
• Managing demand, expectations, communication, and service interactions
• Improving customer experience, user experience, service quality, and stakeholder satisfaction
• Applying ITIL® practices such as relationship management, service level management, and supplier management
• Reviewing key Drive Stakeholder Value exam focus areas and preparing for certification