2.01 The Customer Journey
2.02 The Customer Journey Definition
2.03 The Customer Journey Example
2.04 Customer Journeys and Value Streams
2.05 Mastering the Customer Journey
2.06 Stakeholder Aspirations
2.07 Touchpoints and Service Interactions
2.08 Mapping the Customer Journey
2.09 Personas
2.10 The Customer Experience
2.11 Design the Customer Journey
2.12 Design Thinking
2.13 Leveraging Behavioral Psychology
2.14 Design for Different Cultures
2.15 Measure and Improve the Customer Journey
2.16 Key Takeaways

3.01 Targeting Markets and Stakeholders
3.02 Importance of Service Needs
3.03 Service Consumers and Their Needs
3.04 External Factors
3.05 Internal Factors
3.06 SWOT Analysis
3.07 Service Objectives and Opportunities
3.08 Risk Assessment
3.09 Service Providers and Their Offerings
3.10 Markets
3.11 Characteristic-Based Market Segmentation
3.12 Need-Based Market Segmentation
3.13 Identify and Analyze Service Consumers
3.14 Targeting Markets
3.15 Targeted Marketing
3.16 Key Takeaways

4.01 Fostering Stakeholder Relationships
4.02 Stakeholder Relationships
4.03 Communication and Collaboration
4.04 Listening Modes
4.05 Service Relationship Types
4.06 Basic Relationship
4.07 Cooperative Relationship
4.08 Partnership
4.09 Build Service Relationships
4.10 Service Relationship Ladder Step One
4.11 Service Catalog
4.12 Customer Relationship Management
4.13 Service Relationship Ladder Step Two
4.14 The Three Cs of Trustworthiness
4.15 Service Relationship Ladder Step Three
4.16 Service Relationship Ladder Step Four
4.17 Experience and Preferences
4.18 Service Relationship Ladder Step Five
4.19 Assessing Mutual Readiness and Maturity
4.20 Assessing Readiness for Collaboration
4.21 The Service Relationship Management Practice
4.22 Managing Suppliers and Partners
4.23 Service Integrator Activities
4.23 The Supplier Management Practice
4.25 The Supplier Management Practice Success Factors
4.26 Key Takeaways

5.01 Shape Demand and Define Service Offerings
5.02 Managing Demand and Opportunities
5.03 Optimizing Capacity
5.04 Shaping or Smoothing Demand
5.05 Service Improvement Opportunities
5.06 Building the Customer Business Case
5.07 Areas of Conflict and Uncertainty
5.08 Conflicting Priorities and Needs
5.09 Building Service Provider Business Case
5.10 Business Analysis
5.11 Roles and Responsibilities Examples
5.12 Managing Requirements
5.13 Separating the Problem from the Solution
5.14 Minimum Viable Product
5.15 User Stories and Story Mapping
5.16 Articulate Requirements
5.17 The MoSCow Method
5.18 Weighted Shortest Job First
5.19 Service Offerings and User Experience
5.20 Lean Thinking
5.21 Aspects of Agile
5.22 Aspects of Agile Continuous Delivery
5.23 Service Blueprint
5.24 Designing for Onboarding
5.25 Selling and Obtaining Service Offerings
5.26 Pricing Options
5.27 Internal and External Sales
5.28 Business Analysis Practice
5.29 Key Takeaways

6.01 Align Expectations and Agree Services
6.02 Aligning Expectations
6.03 Value Co-Creation
6.04 Service Interaction Method
6.05 Example of Service Interaction Method
6.06 Inherent and Assigned Characteristics of Services
6.07 Service Consumer Needs and Agreements
6.08 Negotiate and Agree to Services
6.09 Warranty
6.10 Experience
6.11 Negotiate and Agree on Terms and Conditions
6.12 The Service Level Management Practice
6.13 Shared View of Target Service Levels with Customers
6.14 Service Quality Aspects
6.15 The Organization with the Defined Service Levels
6.16 Service Reviews and Improvement Opportunities
6.17 Key Takeaways

7.01 Onboard and Offboard Customers and Users
7.02 Onboarding Service Customers
7.03 Planning Onboarding
7.04 Relating with Users and Fostering Relationships
7.05 Fostering Relationships with Corporate Users
7.06 Fostering Relationships with Individual Consumers Part One
7.07 Fostering Relationships with Individual Consumers Part Two
7.08 User Engagement and Delivery Channels
7.09 Choice and Design Affecting Trends
7.10 Omnichannel Communication Challenges Part One
7.11 Omnichannel Communication Challenges Part Two
7.12 Enable Users for Service
7.13 Service Catalog and Service Desk
7.14 Elevate User Capabilities
7.15 Elevate Service Provider Capabilities
7.16 Onboarding Goals
7.17 Onboarding Scope
7.18 Onboarding Initiatives Start and End
7.19 Onboarding Customers and Users Onboarding Actions
7.20 User Onboarding
7.21 Onboarding Control
7.22 Reviewing Onboarding Control
7.23 Offboarding Customers and Users
7.24 Customer Offboarding
7.25 User Offboarding
7.26 Service Transition Onboarding and Offboarding
7.27 Service Catalog Management Practice
7.28 Service Desk Practice
7.29 User Satisfaction
7.30 Service Desk Practice Success Factors
7.31 Communication Channels Challenges and Solutions
7.32 Effective Integration of Communication Channels
7.33 Key Takeaways

8.01 Continual Value Co-Creation
8.02 Value Co-Creation
8.03 Service Mindset for Service Provision and Consumption - Part One
8.04 Service Mindset for Service Provision and Consumption - Part Two
8.05 Services with Invisible Users
8.06 Ongoing Service Interactions
8.07 Service Interactions Based on Architecture
8.08 Service Requests
8.09 Service Desk Interactions
8.10 Moments of Truth
8.11 Intelligent Disobedience
8.12 Customer and User Feedback
8.13 Nurturing User Communities
8.14 Super users
8.15 Service Request Management Practice
8.16 Service Request Management Practice - Success Factors
8.17 Key Takeaways
 

9.01 Service Value Realization
9.02 Value Realization
9.03 Realizing Service Value in Different Settings Part One
9.04 Realizing Service Value in Different Settings Part Two
9.05 Tracking Value Realization
9.06 Tracking Performance Output and Outcome
9.07 Value Driver Framework Model
9.08 Service Profit Chain
9.09 Tracking Experience and Satisfaction
9.10 Ways to Monitor Customer Experience
9.11 Tracking Service Usage
9.12 Assessing and Reporting Value Realization
9.13 Two Levels of Assessing and Reporting Value Realization
9.14 Evaluating Value Realization and Improving Customer Journeys
9.15 Sources of Continual Improvement
9.16 Tracking Assessing and Evaluating Outcomes
9.17 Charging
9.18 Billing
9.19 Portfolio Management Practice
9.20 Portfolio Management Practice - Success Factors
9.21 Key Takeaways

The ITIL 4 Specialist: Drive Stakeholder Value certification course is designed for IT service managers working toward the ITIL Managing Professional (MP) designation. It is also ideal for IT service management professionals, ITSM practitioners responsible for stakeholder management and integration, those focused on the customer journey and experience, as well as individuals tasked with nurturing relationships with partners and suppliers.

Candidates should hold either an undergraduate degree or a high school diploma and must have successfully passed the ITIL 4 Foundation exam.

• Multisupplier management
• CX and UX design
• Communication
• Relationship management
• Customer journey mapping
• SLA design

To earn the ITIL 4 Specialist: Drive Stakeholder Value certification, candidates must:

• Complete the associated training course
• Sit for the certification exam
• Achieve a minimum score of 70% (i.e., 28 correct answers out of 40)
• Complete the exam within 90 minutes

This certification aims to equip professionals with a comprehensive understanding of the various types of engagements between a service provider and its stakeholders—including customers, users, suppliers, and partners. It focuses on key concepts such as customer experience (CX), user experience (UX), and journey mapping, and enables practitioners to strategically plan and deliver continual service improvement with agility.

You will receive your exam results within two business days after taking the test.

Nvidya provides a detailed guide, including step-by-step instructions with screenshots, to help you schedule your exam with ease.

Yes. You will receive a mock test after completing the training to help you prepare for the actual certification exam.

The exam voucher is included in your course fee. However, you must claim it within six months from the date of course purchase. If the exam fee increases and you have not yet claimed your voucher, you will be required to pay the difference.

The exam voucher remains valid for one year from the date it is issued. If you do not book your exam within this time frame, you will need to purchase a new voucher at the current price.

All live training sessions are led by ITIL-certified instructors with over 15 years of experience in IT training and industry practice.

Yes, the exam fee is included in the total course fee.

No, the ITIL 4 Specialist: Drive Stakeholder Value certification is valid for life and does not expire.

Global Teaching Assistance is a support initiative offering help from experienced subject matter experts dedicated to assisting you in passing your certification on the first attempt. These experts provide proactive guidance throughout your learning journey—from onboarding to project support and career assistance. This service is available during regular business hours.

Nvidya offers recorded sessions of each class so you can catch up at your convenience. Additionally, with the Flexi-Pass, you’ll have access to all training sessions for 90 days, giving you the flexibility to attend or revisit any session as needed.