Certification preparation

ITIL Drive Stakeholder Value Preparation

Name: ITIL Drive Stakeholder Value Preparation
Price: 2800.00 USD
Availability: InStock

Three-day course to analyse customer journeys, foster stakeholder relationships, shape demand, agree services, and prepare for the certification exam.

24 hours (3 days) Professional IT Service Management

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THE BIG PICTURE

About this course

ITIL 4 Specialist: Drive Stakeholder Value is a certification within the IT service management framework that focuses on customer journeys, stakeholder relationships, and value realisation. It is awarded by PeopleCert. Across three days, the course covers demand and relationship management, service offers and agreements, onboarding and offboarding, value tracking, and feedback loops. You will apply the guidance through hands-on tasks such as mapping customer journeys, drafting service offering options and agreement clauses, and defining value measures and feedback mechanisms. The related exam has 40 multiple-choice questions, a 90-minute duration, is closed book, and the pass mark is 70% (28/40). Delivery is available as online proctored or at a test centre. PeopleCert requires ITIL 4 Foundation and completion of accredited training for this module. Certificates follow a three-year renewal cycle, with renewal via CPD, retake, or a higher-level ITIL 4 certification. PeopleCert owns the certification scheme. MindClick provides training and exam preparation and is not an accredited or authorised partner.

What you’ll learn

Explain the components of customer journeys, touchpoints, and moments of truth
Identify and analyse stakeholders, expectations, and relationship types
Shape demand and define service offerings aligned to desired outcomes and experience
Align expectations and agree service details including measures, targets, and responsibilities
Plan and improve onboarding and offboarding for customers and users
Co-create and track service value using feedback, metrics, and continual improvement activities
Apply the guidance to realistic scenarios and justify decisions in a service relationship context
Practise exam-style questions and complete a timed mock to prepare for the certification exam

A CLEAR PATH FORWARD

3-day course agenda

3 days · 24 contact hours · 09:00–17:30

3 instructor-led days (24 contact hours) mapped to the exam domains. Each day combines short concept sessions, hands-on practice on a running case study and exam-style questions.

Learning route: 3 recommended days
Practical work: 3 guided activities
Finish with: Mock exam + certification exam

Take a look at each day. Open a section to see the topics and practical work.

Day 1Customer journeys and stakeholder relationshipsCustomer journeys; fostering stakeholder relationships

What we’ll cover

09:00–10:30 · Course welcome and objectives; overview of customer journeys and value co-creation concepts
10:45–12:15 · Mapping customer journeys: personas, touchpoints, channels, and moments of truth
13:15–14:30 · Stakeholder identification and analysis; relationship types and expectations
14:45–16:00 · Techniques to foster stakeholder relationships: communication, empathy, and trust
16:15–17:00 · Exam-style practice questions on journeys and relationships with group debrief
17:00–17:30 · Day 1 review, parking-lot items, and plan for Day 2

Put it into practice

Work in small groups to map a customer journey for a selected service, identifying touchpoints and moments of truth. Propose two improvements to reduce friction and increase perceived value.

You’ll take away
Customer journey map and stakeholder matrix

Day 2Demand, offerings, and agreementsShaping demand; defining offerings; aligning expectations and agreeing services

What we’ll cover

09:00–09:30 · Recap of Day 1 and quick knowledge check
09:30–10:30 · Shaping demand: opportunities, requirements, qualification, and prioritisation
10:45–12:15 · Defining service offerings: utility, warranty, options, and pricing approaches
13:15–14:30 · Aligning expectations: requirements, constraints, risks, and acceptance criteria
14:45–16:00 · Agreements: SLAs, OLAs, underpinning contracts, and outcome/experience measures
16:15–17:00 · Exam-style practice questions on demand, offerings, and agreements
17:00–17:30 · Day 2 review and Q&A

Put it into practice

Using a case study, draft a simple service offering description and outline key SLA clauses linked to business outcomes. Present the trade-offs behind your choices.

You’ll take away
Service offering canvas and draft SLA clauses

Day 3Onboarding, value realisation, and exam readinessOnboarding/offboarding; co-creating value; realising and validating value; exam preparation

What we’ll cover

09:00–09:30 · Recap of Day 2 and warm-up quiz
09:30–10:30 · Onboarding and offboarding customers and users: activities, controls, and handovers
10:45–12:15 · Acting together to co-create value: collaboration practices and service mindset
13:15–14:30 · Realising and validating value: measures, feedback, and continual improvement
14:45–15:30 · Practical clinic: build a value measurement plan and feedback loop for the case study
15:45–16:15 · Exam-style practice questions on onboarding and value
16:15–17:00 · Mock exam (40 questions, timed) and invigilation briefing
17:00–17:30 · Mock exam review, personal study plan, and exam booking guidance

Put it into practice

Create an onboarding/offboarding checklist and a value realisation dashboard for the case study service. Link measures to outcomes, experience, and agreed targets.

You’ll take away
Onboarding/offboarding checklist and value measurement plan

Bring it all together

Certification exam: ITIL 4 Specialist: Drive Stakeholder Value, awarded by PeopleCert. 40 multiple-choice questions, 90 minutes, closed book, online proctored or test centre. Pass mark: 70% (28/40). Validity: 3-year renewal; renew by CPD, retake, or a higher-level ITIL 4 certification. Every attendee also receives a MindClick certificate of completion for 24 contact hours.

Sample MindClick certificate of completion for ITIL Drive Stakeholder Value Preparation, marked SAMPLE — What you receive
You earn two separate credentials. The sample shows the MindClick training certificate.
MindClick certificate of completion: 3 days, 24 contact hours, issued to every attendee who completes the course.
ITIL 4 Specialist: Drive Stakeholder Value: issued by PeopleCert when you meet its requirements and pass the exam.

Before you choose your learning route

Certification route: PeopleCert requires completion of an accredited training course for this module; an exam voucher alone is not sufficient.

Session timings are indicative; the trainer may adjust them for the group. Exam details reflect the awarding body’s published information at the time of writing; confirm the current version when you book.

PeopleCert owns this certification scheme. MindClick provides training and exam preparation and is not an accredited or authorised partner of PeopleCert.

Fees

Fee per learner outside India. Exam fee included.
Delivery format	Fee per learner	Exam fee
Live online	$2,800 USD	Included
Classroom	$4,500 USD	Included

One awarding-body certification exam attempt is included in the training fee. Confirm the current fee, any applicable tax and what the fee covers in writing before you pay.

Prerequisites

ITIL 4 Foundation certification and completion of accredited training are required by PeopleCert to take the exam. Please bring a laptop and photo ID; pre-reading of the DSV syllabus is recommended.

Who is this course for?

Professionals and teams evaluating this subject for their work.

FIND YOUR START

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Oct252026

Confirmed by MindClickLive onlineWeekday start