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Gain the skills you need to enhance stakeholder relationships and optimise the user experience through effective value co-creation.
Industry-recognised
certification
Showcase your ability to excel in essential IT service management, and to handle critical tasks in the field.
Employers’
first choice
Certify your expertise in managing IT services, making you the preferred choice for roles in IT service management and support.
New career
opportunities
Advance your career in IT with an ITIL certification, opening doors to new roles and cutting-edge opportunities in the evolving tech landscape.
What will you learn?
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.
Learning Resource Kit
- Up-to-Date And Reliable
Rest assured, all your study materials are always current and in sync with the official exams.
- Convenient Access To Resources
The materials are easily accessible through Canvas, our online learning management system, and you can download and keep the resources for future reference, even after passing your exams.
- Diverse Learning Resources
Designed for self-directed independent study, our Learner Resource Kit supports a range of learning preferences, including workbooks for in-depth study, official books and quick reference guides.
Exam Essentials
- Official eBook
This guide is a valuable exam preparation resource which will be your go-to reference for your work, further studies or professional development.
- Interactive eLearning
Immerse yourself into our exciting interactive world and learn through quizzes and tests. Track your progress, stay engaged and ensure that every step of your learning journey is both enjoyable and effective.
- Learning Resource Kit
Learn with the ITIL 4 Specialist: Drive Stakeholder Value Learner Resource Kit which includes a detailed Learner Workbook and Quick Reference Guide to support exam preparation and continuous learning.
Exam
- 40 questions
- Multiple choice
- 90 minutes
- Closed book
PeopleCert Official Package
| eLearning Package Inclusions | |
| Official eBook | YES |
| Exam Voucher | YES |
| Learning Resource Kit | YES |
| Interactive eLearnings | YES |
| Auto-marked sample papers | YES |
