{"id":14651,"date":"2022-12-29T08:25:12","date_gmt":"2022-12-29T07:25:12","guid":{"rendered":"https:\/\/www.itta.net\/formations\/course-itil-4-specialist-drive-stakeholder-value-lausanne-geneva\/"},"modified":"2025-09-22T11:30:57","modified_gmt":"2025-09-22T09:30:57","slug":"itil-4-specialist-drive-stakeholder-value","status":"publish","type":"formations","link":"https:\/\/www.itta.net\/en\/trainings\/management\/it-service-management\/itil-4-specialist-drive-stakeholder-value\/","title":{"rendered":"ITIL\u00ae 4 Specialist &#8211; Drive Stakeholder Value"},"content":{"rendered":"<p>The ITIL\u00ae 4 Specialist \u2013 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.<\/p>\n<h3>A learning path focused on customer experience<\/h3>\n<p>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.<\/p>\n","protected":false},"featured_media":0,"parent":0,"menu_order":0,"template":"","editeurs":[1567],"domaine":[1281,1276],"class_list":["post-14651","formations","type-formations","status-publish","hentry","editeurs-itil","domaine-it-service-management","domaine-management"],"acf":{"reference":"ITIL4-03","duree_nombre":3,"duree_unite":"jour","prix_virtuel":2800,"prix_presentiel":2950,"prix_blended":"","prix_elearning":"","views":2120,"niveau":["Interm\u00e9diaire"],"role":"","certifiant":["Certifiant"],"pdus":21,"lieux":["Gen\u00e8ve","Lausanne"],"formats_dapprentissage":["presentiel","virtuel"],"examen_inclus":"Inclus","garanti":[""],"financement":["Temptraining"],"description_temptraining":"","description_caf":"","description_title":"ITIL\u00ae 4 Specialist training - Drive Stakeholder Value","objectifs":"<ul>\r\n  <li>Design and improve customer journeys<\/li>\r\n  <li>Analyze markets and identify key stakeholders<\/li>\r\n  <li>Develop and manage stakeholder relationships<\/li>\r\n  <li>Shape demand and define service offerings<\/li>\r\n  <li>Negotiate and align service expectations<\/li>\r\n  <li>Onboard and support users throughout their lifecycle<\/li>\r\n  <li>Promote continuous value co-creation<\/li>\r\n  <li>Measure and validate service value<\/li>\r\n<\/ul>\r\n","connaissances":"<ul>\r\n \t<li>To be <a href=\"\/en\/trainings\/course-itil-4-foundation-lausanne-geneva\">ITIL\u00ae v4 Foundation<\/a> certified<\/li>\r\n<\/ul>","profils_participants":"<ul>\r\n  <li>Current and aspiring IT service managers<\/li>\r\n  <li>Practitioners responsible for client and supplier relationships<\/li>\r\n  <li>Professionals involved in managing user experience<\/li>\r\n  <li>Holders of an ITIL\u00ae certification seeking to advance<\/li>\r\n<\/ul>\r\n","examen":"This course prepares to the exam:\r\n<ul>\r\n \t<li>ITIL\u00ae 4 Specialist - Drive Stakeholder Value<\/li>\r\n \t<li>This accredited course is mandatory to enable full understanding of the core material<\/li>\r\n<\/ul>","documentation":"<ul>\r\n \t<li>Accredited courseware<\/li>\r\n \t<li>Official \"ITIL\u00ae 4 Drive Stakholder Value\" publication<\/li>\r\n<\/ul>","lab__exercices":"<ul>\r\n \t<li>Practical team work exercises<\/li>\r\n<\/ul>","contenu_cours":"<strong>Module 1: How are customer journeys designed?<\/strong>\r\n<ul>\r\n  <li>Key concepts of the customer journey<\/li>\r\n  <li>Methods for designing and improving customer journeys<\/li>\r\n<\/ul>\r\n\r\n<strong>Module 2: How to target markets and stakeholders?<\/strong>\r\n<ul>\r\n  <li>Understand the characteristics of a market<\/li>\r\n  <li>Understand marketing activities and techniques<\/li>\r\n  <li>Describe customer needs, including internal and external influencing factors<\/li>\r\n  <li>Identify service providers and explain their value propositions<\/li>\r\n<\/ul>\r\n\r\n<strong>Module 3: How to foster stakeholder relationships?<\/strong>\r\n<ul>\r\n  <li>Understand the concepts of mutual availability and maturity<\/li>\r\n  <li>Understand different types of relationships and how to manage them<\/li>\r\n  <li>Develop customer relationships<\/li>\r\n  <li>Analyze customer needs<\/li>\r\n  <li>Use communication and collaboration activities and techniques<\/li>\r\n  <li>How the \"Relationship Management\" practice contributes to fostering relationships<\/li>\r\n<\/ul>\r\n\r\n<strong>Module 4: How to shape demand and refine service offerings?<\/strong>\r\n<ul>\r\n  <li>Understand methods for designing a digital service experience based on value, data, and user-centered design<\/li>\r\n  <li>Unsolicited approaches for selling and obtaining service offerings<\/li>\r\n  <li>Capture, influence, and manage demand and opportunities<\/li>\r\n  <li>Gather, specify, and prioritize stakeholder requirements<\/li>\r\n  <li>How the \"Business Analysis\" practice contributes to managing requirements and designing services<\/li>\r\n<\/ul>\r\n\r\n<strong>Module 5: How to align expectations and agree on service details?<\/strong>\r\n<ul>\r\n  <li>How to plan for co-creation of value<\/li>\r\n  <li>How to negotiate and agree on service utility, warranty, and experience<\/li>\r\n  <li>How the \"Service Level Management\" practice contributes to managing service expectations<\/li>\r\n<\/ul>\r\n\r\n<strong>Module 6: How to onboard and offboard customers and users?<\/strong>\r\n<ul>\r\n  <li>Understand key transition, onboarding, and offboarding activities<\/li>\r\n  <li>Understand ways to build and strengthen relationships with users<\/li>\r\n  <li>Understand how users are authorized and entitled to services<\/li>\r\n  <li>Understand different approaches to mutual exchange of capabilities between customers, users, and service providers<\/li>\r\n  <li>Prepare onboarding and offboarding plans<\/li>\r\n  <li>Develop user engagement and delivery channels<\/li>\r\n  <li>How the \"Service Catalog Management\" practice contributes to delivering services to users<\/li>\r\n  <li>How the \"Service Desk\" practice contributes to user engagement<\/li>\r\n<\/ul>\r\n\r\n<strong>Module 7: How to work together to ensure continuous co-creation of value?<\/strong>\r\n<ul>\r\n  <li>Understand how users can request services<\/li>\r\n  <li>Understand methods for categorizing user requests<\/li>\r\n  <li>Understand the concept of user communities<\/li>\r\n  <li>Understand methods to encourage and manage customer and user feedback<\/li>\r\n  <li>Promote a service-oriented mindset<\/li>\r\n  <li>Use different approaches to service delivery<\/li>\r\n  <li>Capture and handle \"moments of truth\" with customers and users<\/li>\r\n  <li>How the \"Service Desk\" practice contributes to user engagement<\/li>\r\n<\/ul>\r\n\r\n<strong>Module 8: How to realize and validate service value?<\/strong>\r\n<ul>\r\n  <li>Understand methods to measure service usage, customer and user experience, and satisfaction<\/li>\r\n  <li>Understand methods to monitor and track service value (outcomes, risks, costs, and resources)<\/li>\r\n  <li>Understand different types of reports on service results and performance<\/li>\r\n  <li>Understand charging mechanisms<\/li>\r\n  <li>Evaluate the realization of service value<\/li>\r\n  <li>Prepare to assess and improve the customer journey<\/li>\r\n  <li>How the \"Portfolio Management\" practice contributes to realizing service value<\/li>\r\n<\/ul>\r\n\r\n<p>ITIL\u00ae is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.<\/p>\r\n","cours_recommandes":[14649],"infos_additionnelles":"<h3>A strategic approach to enhancing service management<\/h3>\r\n<p>In many organizations, IT service management is still seen as a simple technical support function. However, the ITIL\u00ae 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\u00ae 4 Specialist \u2013 Drive Stakeholder Value training helps professionals adopt a structured approach and strengthen trust in their services. It builds on the ITIL\u00ae4 Foundation certification by addressing practical, directly applicable methods.<\/p>\r\n\r\n<h3>The importance of customer experience in IT services<\/h3>\r\n<p>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.<\/p>\r\n\r\n<h3>Aligning expectations to guarantee value<\/h3>\r\n<p>One of the major challenges in service management is aligning what a provider promises with what the client actually expects. ITIL\u00ae 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.<\/p>\r\n\r\n<h3>Building strong relationships with stakeholders<\/h3>\r\n<p>IT services rely on a wide range of stakeholders: suppliers, partners, clients, and internal users. Each has specific expectations and constraints. ITIL\u00ae 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.<\/p>\r\n\r\n<h3>Co-creation of value as a driver of innovation<\/h3>\r\n<p>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\u2014they build tailored, evolving solutions with their customers. The ITIL\u00ae 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.<\/p>\r\n\r\n<h3>Measuring and proving service effectiveness<\/h3>\r\n<p>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\u00ae4 therefore provides a solid framework to evaluate, benchmark, and improve services over time.<\/p>\r\n\r\n<h3>Why this training is an asset for professionals<\/h3>\r\n<p>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\u00ae certification is an internationally recognized mark of credibility. It allows professionals to stand out and access leadership positions in service governance. Completing the ITIL\u00ae 4 Specialist \u2013 Drive Stakeholder Value training is therefore a strategic step to strengthen skills and advance a career.<\/p>\r\n\r\n<h3>FAQ<\/h3>\r\n<p><strong>How does ITIL\u00ae differ from other service management methods?<\/strong><br>\r\nITIL\u00ae provides a structured, internationally recognized framework. It focuses on value creation and continuous improvement, beyond simple technical management.<\/p>\r\n\r\n<p><strong>Is this training useful for non-technical professionals?<\/strong><br>\r\nYes, it also targets customer relationship managers, business leaders, and anyone involved in stakeholder management.<\/p>\r\n\r\n<p><strong>What concrete benefits does an organization gain by applying ITIL\u00ae4?<\/strong><br>\r\nThe organization gains transparency, improves customer satisfaction, optimizes resources, and enhances its services through clear governance.<\/p>\r\n\r\n<p><strong>Is the certification recognized internationally?<\/strong><br>\r\nYes, ITIL\u00ae is a global reference in IT service management. It is highly valued across multiple sectors and countries.<\/p>\r\n\r\n<p><strong>Which profiles benefit the most from this training?<\/strong><br>\r\nService managers, ITSM practitioners, and professionals responsible for supplier and client relations benefit particularly from this program.<\/p>\r\n","inclus_dans_ce_cours_virtuel":"<ul>\r\n \t<li>Training provided by a certified trainer<\/li>\r\n \t<li>Preparation for the exam<\/li>\r\n \t<li>Documentation in digital format<\/li>\r\n \t<li>Exam registration fee<\/li>\r\n<\/ul>","inclus_dans_ce_cours_presentiel":"<ul>\r\n \t<li>Training provided by a certified trainer<\/li>\r\n \t<li>Preparation for the exam<\/li>\r\n \t<li>Documentation in digital format<\/li>\r\n \t<li>Exam registration fee<\/li>\r\n<\/ul>","inclus_dans_ce_cours_blended":"","inclus_dans_ce_cours_elearning":"","inclus_dans_ce_cours_surmesure":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>ITIL\u00ae 4 Specialist Training \u2013 Drive Stakeholder Value - ITTA<\/title>\n<meta name=\"description\" content=\"ITIL\u00ae 4 Specialist training to enhance customer experience, manage relationships, and create measurable value.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.itta.net\/en\/trainings\/management\/it-service-management\/itil-4-specialist-drive-stakeholder-value\/\" \/>\n<meta name=\"twitter:label1\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.itta.net\\\/en\\\/trainings\\\/management\\\/it-service-management\\\/itil-4-specialist-drive-stakeholder-value\\\/\",\"url\":\"https:\\\/\\\/www.itta.net\\\/en\\\/trainings\\\/management\\\/it-service-management\\\/itil-4-specialist-drive-stakeholder-value\\\/\",\"name\":\"ITIL\u00ae 4 Specialist Training \u2013 Drive Stakeholder Value - ITTA\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.itta.net\\\/en\\\/#website\"},\"datePublished\":\"2022-12-29T07:25:12+00:00\",\"dateModified\":\"2025-09-22T09:30:57+00:00\",\"description\":\"ITIL\u00ae 4 Specialist training to enhance customer experience, manage relationships, and create measurable value.\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.itta.net\\\/en\\\/trainings\\\/management\\\/it-service-management\\\/itil-4-specialist-drive-stakeholder-value\\\/#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.itta.net\\\/en\\\/trainings\\\/management\\\/it-service-management\\\/itil-4-specialist-drive-stakeholder-value\\\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.itta.net\\\/en\\\/trainings\\\/management\\\/it-service-management\\\/itil-4-specialist-drive-stakeholder-value\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/www.itta.net\\\/en\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Management\",\"item\":\"https:\\\/\\\/www.itta.net\\\/en\\\/trainings\\\/management\\\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"IT Service Management\",\"item\":\"https:\\\/\\\/www.itta.net\\\/en\\\/trainings\\\/management\\\/it-service-management\\\/\"},{\"@type\":\"ListItem\",\"position\":4,\"name\":\"ITIL\u00ae 4 Specialist &#8211; 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