Adopting a service mindset is a good start for both the customer and the service provider. ITIL®4: Drive Stakeholder Value take you on an exciting journey of co-creating value through services and is aimed at both customers and service providers. It covers all types of engagement and interaction between a service provider and its customers, users, suppliers and partners. It explores the various steps organizations can take in order to drive stakeholder value, including fostering various types of relationships, understanding markets and stakeholders, and capturing and realizing value. The guidance also deals with the conversion of demand into value through IT-enabled services, providing practitioners with the necessary tools to increase stakeholder satisfaction. It can be adopted and adapted in all types of organisations, helping to establish, maintain, and develop an effective service relationship at an appropriate level.

ITIL®4: Drive Stakeholder Value takes you on an exciting journey of co-creating value through services and is aimed at both customers and service providers. It covers all types of engagement and interaction between a service provider and its customers, users, suppliers and partners. It explores the various steps organizations can take in order to drive stakeholder value, including fostering various types of relationships, understanding markets and stakeholders, and capturing and realizing value. The guidance also deals with the conversion of demand into value through IT-enabled services, providing practitioners with the necessary tools to increase stakeholder satisfaction. It can be adopted and adapted in all types of organisations, helping to establish, maintain, and develop an effective service relationship at an

Full Time

Practitioners in IT or Service industry, Customers, Business Owners, Service Desk/Help Desk Personnel, Process Owners/Managers/ Consultants, Project Managers, Service Team Leaders/Managers/ Supervisors, IT Audit/Quality Professionals, Account Managers, Risk Management Professionals, Governance/Strategy Executives, Business Development Professionals, Relationship Professionals and anyone interested in IT Service Management.

4 days

1) Customer journey design

• Concepts and design approaches

2) Target markets and stakeholders

• Characteristics of markets, internal/external factors
• Marketing activities, techniques
• Identify service providers, value propositions

3) Foster stakeholder relationships

• Customer needs, service relationship types, collaboration
• Mutual readiness and maturity
• Partners/Supplier relationships

4) Shape demand and define service offerings

• Design digital services experiences – data/user/value-driven approaches
• Approaches for selling and obtaining service offerings
• Capture, influence and manage demand and opportunities
• Collect, specify and prioritise requirements from stakeholders

5) Align expectations and agree details of services

• Plan for value co-creation
• Negotiate and agree service utility, warranty and experience
• Service expectation management

6) Onboard and Offboard customers/users

• Prepare onboarding and offboarding plans
• Onboarding and offboarding activities
• Relating with users and fostering user relationships
• User entitlement to services
• Mutual elevation of customer, user and service provider capabilities
• Develop user engagement and delivery channels

7) Ensure continual value co-creation

• User requests, user communities, feedback
• Service mindset, moment-of-truth

8) Realise and validate service value

• Measuring service usage, customer/user experience and satisfaction
• Track and monitor service value
• Reporting service outcome and performance
• Charging mechanisms, service validation approaches
• Evaluate and improve customer journey

9) Key ITIL® practices contributing to the value creation

• Relationship Management
• Supplier Management
• Business Analysis
• Service Level Management
• Service Catalogue Management
• Service Desk
• Service Request Management
• Portfolio Management

PeopleCert