The ITIL® 4 Specialist – Drive Stakeholder Value training provides an in-depth understanding of the relationship between IT services and stakeholders. It emphasizes value creation through effective management of relationships, expectations, and customer experience. This course covers essential aspects such as customer journey mapping, multi-supplier management, and strategic communication. Participants learn how to transform every interaction into a true driver of performance and satisfaction.
Service management goes beyond delivering tools. It is also about understanding needs and responding to them with agility. This course highlights CX and UX design, which are essential to creating services that are both useful and engaging. Participants will also discover how to measure the value generated and adapt service offerings according to evolving needs.
Module 1: How are customer journeys designed?
Module 2: How to target markets and stakeholders?
Module 3: How to foster stakeholder relationships?
Module 4: How to shape demand and refine service offerings?
Module 5: How to align expectations and agree on service details?
Module 6: How to onboard and offboard customers and users?
Module 7: How to work together to ensure continuous co-creation of value?
Module 8: How to realize and validate service value?
ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
This course prepares to the exam:
In many organizations, IT service management is still seen as a simple technical support function. However, the ITIL® methodology goes much further. It places stakeholder interactions at the center of priorities and turns every request into an opportunity for value creation. The ITIL® 4 Specialist – Drive Stakeholder Value training helps professionals adopt a structured approach and strengthen trust in their services. It builds on the ITIL®4 Foundation certification by addressing practical, directly applicable methods.
The success of a service is not measured solely by its technical performance. Clients and users today expect a smooth, tailored, and personalized experience. Understanding the customer journey and identifying key touchpoints is now essential. This training highlights CX and UX design techniques that help anticipate needs, reduce friction, and improve overall satisfaction. Organizations that adopt this customer-focused vision benefit from stronger loyalty and a better reputation.
One of the major challenges in service management is aligning what a provider promises with what the client actually expects. ITIL® provides tools to negotiate and clarify commitments. The training explains how to define balanced service agreements based on real, measurable value. This alignment reduces misunderstandings and strengthens transparency. Participants also learn how to implement relevant indicators to assess performance and adjust offerings accordingly.
IT services rely on a wide range of stakeholders: suppliers, partners, clients, and internal users. Each has specific expectations and constraints. ITIL® teaches how to manage this diversity by building strong and lasting relationships. The training provides communication and collaboration techniques adapted to different contexts. It also emphasizes multi-supplier management, essential in environments where services depend on multiple providers. Organizations that successfully coordinate these actors gain a clear competitive advantage.
The value of a service is not created solely by the provider, but also through the engagement of clients and users. This is the principle of co-creation of value. By adopting this mindset, companies move beyond simply responding to requests—they build tailored, evolving solutions with their customers. The ITIL® 4 Specialist training introduces methods to encourage feedback, manage user communities, and transform input into tangible improvements. This approach fosters a collaborative mindset and stimulates innovation.
Demonstrating the value delivered by a service is crucial. Participants learn measurement and monitoring methods adapted to different contexts. Whether through usage rates, customer satisfaction, or performance indicators, collected data helps validate strategic choices and justify investments. This skill is particularly sought after by organizations needing to prove the return on investment of their digital initiatives. ITIL®4 therefore provides a solid framework to evaluate, benchmark, and improve services over time.
The roles in IT service management are evolving quickly. Companies now expect their teams to understand business needs, negotiate with suppliers, and improve customer experience. ITIL® certification is an internationally recognized mark of credibility. It allows professionals to stand out and access leadership positions in service governance. Completing the ITIL® 4 Specialist – Drive Stakeholder Value training is therefore a strategic step to strengthen skills and advance a career.
How does ITIL® differ from other service management methods?
ITIL® provides a structured, internationally recognized framework. It focuses on value creation and continuous improvement, beyond simple technical management.
Is this training useful for non-technical professionals?
Yes, it also targets customer relationship managers, business leaders, and anyone involved in stakeholder management.
What concrete benefits does an organization gain by applying ITIL®4?
The organization gains transparency, improves customer satisfaction, optimizes resources, and enhances its services through clear governance.
Is the certification recognized internationally?
Yes, ITIL® is a global reference in IT service management. It is highly valued across multiple sectors and countries.
Which profiles benefit the most from this training?
Service managers, ITSM practitioners, and professionals responsible for supplier and client relations benefit particularly from this program.
Monday to Friday
8:30 AM to 6:00 PM
Tel. 058 307 73 00
ITTA
Route des jeunes 35
1227 Carouge, Suisse
Monday to Friday, from 8:30 am to 06:00 pm.
