Washington University in St. Louis

ITIL042: ITIL Specialist - Drive Stakeholder Value ($1,995)

Washington University Logo
Course summary:

The ITIL Specialist: Drive Stakeholder Value course is designed to help IT professionals develop the skills and knowledge needed to create, deliver, and support customer-focused services. This 21 hour course covers topics such as stakeholder management, communication, and customer journey mapping to help students learn how to create positive stakeholder experiences, improve customer satisfaction, and drive business value.

Successful completion of this course is a requirement for the ITIL 4 Managing Professional certification, and can also serve as a stepping stone towards the ITIL Master certification. By completing this course and earning these certifications, IT professionals can demonstrate their ability to create customer-focused services that deliver business value, and stand out in the competitive job market.

Course outline:
  • How customer journeys are designed
  • How to target markets and stakeholders
  • How to foster stakeholder relationships
  • How to shape demand and define service offerings
  • How to align expectations and agree on details of services
  • How to onboard and offboard customers and users
  • How to act together to ensure continual value co-creation
  • How to realize and validate service value
Learner outcomes:
  • Describe the customer journey and ways of designing and improving the customer journey
  • Explain marketing activities, techniques, and customer needs and factors that affect customer needs
  • Foster customer relationships using communication and collaboration activities and techniques
  • Describe methods for designing digital service experiences based on value driven, data driven, and user centered service design
  • Negotiate service utility, warranty, and experience
  • Onboard customers and offboard customers and users
  • Foster a service mindset (attitude, behavior and culture)
Applies toward the following certificates:
ITIL4 Managing Pro Badge-1
ITIL Master Badge - 500 px

Join the Waitlist

Have questions?
Contact us if you would like to speak with a program director or visit our Frequently Asked Questions page.