This ITIL4-DSV: ITIL 4 Specialist Drive Stakeholder Value certification module provides the candidate with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers, and partners, including key customer/user experience and journey mapping concepts.

Understanding Stakeholder Needs And Expectations: Identify, assess and prioritise the needs and expectations of various stakeholders, including customers, employees, partners and regulators.

• Customer Experience Management: Gain a deeper understanding of the principles of creating and maintaining a positive customer experience.
• Service Relationships: Learn how to effectively manage relationships with a variety of stakeholders, including customers, users, suppliers and partners.
• Value Co-creation: Explore the concept of value co-creation, where value is not just delivered to customers but created collaboratively with them.
• Service Level Management: Learn how to establish, monitor and report on service levels to ensure that they meet stakeholder requirements and agreements.
• Service Metrics And KPIs: Understand how to define and use KPIs and metrics to measure, report and improve service performance, customer satisfaction, and value.
• Customer Journey Mapping: Explore techniques for mapping the customer journey to identify touchpoints, pain points and opportunities for improving the customer experience.
• Service Improvement: Develop the skills to continually improve services based on stakeholder feedback. Implement a culture of continuous improvement to enhance value over time.
• Communication And Collaboration: Foster positive stakeholder relationships through effective communication and collaboration.

Gain the skills to drive sustainable digital practices, reduce environmental impact, and align IT services with ESG goals through the ITIL 4 sustainability lens.

As the environment in which we operate continue to evolve and present new challenges, organizations are considering the social and environmental impacts of their operations. With the IT space projected to be responsible for up to 20% of global energy consumption by 2030*, business leaders and professionals are proactively looking for ways to tackle this challenge.

As part of the ITIL 4 Specialist extension module, a stream of the globally recognized and adopted ITIL 4 framework, this course has been developed to support IT professionals who are looking to understand the role IT and digitally enabled services have in relation to the environment, whilst exploring opportunities to positively impact it by driving sustainable and ethical behaviour and mindset.

The ITIL4-SDIT: Sustainability in Digital and IT course covers key sustainability competencies and capabilities that IT service organizations need to develop to address current and future sustainability challenges. It also involves providing a framework to support organizations during procurement and supply chain activities helping with interactions across the value chain to evolve sustainability practices.

ITIL 4 Specialist: Collaborate, Assure & Improve

The ITIL® 4 Specialist: Collaborate, Assure and Improve is a combined ITIL 4 practice module that aims to help IT professionals collaborate effectively, ensure quality, and drive improvement with a combination of five practices.

The ITIL® 4 Specialist: Collaborate, Assure and Improve course covers the key concepts of five ITIL practices, namely:

• Relationship Management
• Supplier Management
• Service Level Management
• Continual Improvement
• Information Security Management

Digital and information technologies have changed the world. Every aspect of life has been impacted in some way by technology that did not exist just 50 years ago. Digital and information technologies have disrupted the business world, but they have also provided the keys to success. Each wave of innovation brings opportunities and capabilities to those organizations that are willing to change how they think and work.

The disruptive nature of innovations like artificial intelligence, machine learning, virtual working, and internet of things is compounded by the frequency of the innovations. Organizations must adapt quickly and repeatedly; continually adjusting their strategies.

The IITL 4 Leader: Digital and IT Strategy course adds a new perspective to the ITIL 4 guidance and elevates the discussion to an organizational strategy level.

The course enables IT and digital leaders to influence and drive strategic business decisions through creating an appropriate digital strategy aligned to the wider business goals, understanding how business and IT leaders respond to digital disruption and exploiting the ITIL 4 framework to support organizations on their challenging digital transformation journey.

The course will cover how ITIL 4 can be integrated with emerging practices and new technologies to meet new internal and external challenges in the age of volatility, uncertainty, complexity and ambiguity (VUCA).

In this course, there is a mandatory case study assessment for student to pass prior to taking up the actual exam. This assessment is an open-book assessment with the passing score of 75% (30 correct out of 40).