Direct Stakeholder Value


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To provide 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 CX, UX and journey
mapping concepts.

Course description

ITIL is the world’s de-facto framework for service management.
ITIL has helped thousands of companies and millions of professionals to deliver better IT services
ITIL4 is the latest framework to learn to help you grow your credentials among your peers.
More and more companies will move towards ITIL4 in coming years to make their IT services world class

 Target audience

Individuals continuing their journey in service management

ITSM managers and aspiring ITSM managers

ITSM practitioners who are responsible for managing and integrating stakeholders, focus on the customer journey and experience, and/or are responsible for fostering relationships with partners and suppliers

Existing ITIL qualification holders wishing to develop their knowledge.

Course Features

    • Language – English

    • Skill level – Beginner

    • Duration – 2 day

    • Liked by – 21

    • Mode – Classroom

Benefits to Individual

Understand how customer journeys are designed

Know how to target markets and stakeholders

Know how to foster stakeholder relationships

Benefits to Organisation

Know how to shape demand and define service offerings

Know how to align expectations and agree details of services

Know how to onboard and offboard customers and users

Understand the concept of the customer journey

Understand marketing activities and techniques

Understand the concepts mutual readiness and maturity

Understand the different supplier and partner relationship types, and how these are managed

Know how to plan for value co-creation

Understand the ways of relating with users and fostering user relationships

Course Duration

2 day

Multiple Choice Questions

No. of questions - 40

Marks: Each question is worth 1 mark. There are 40 marks available.

Pass mark – 70% or higher – a raw score of 28 marks or above

Exam Duration – 90 Minutes

There are 15 questions at Bloom’s Level 2 = approx. 37.5%

There are 25 questions at Bloom’s Level 3 = approx. 62.5%

Certification by



ITIL 4 Foundation Certification Completion

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