Course Duration
3 Days
ITIL
Authorized Training
ITIL and Service Management
Course cost:
was £2,810
£1,649
ITIL and Service Management Certification Overview
This course is part of the ITIL® 4 Managing Professional pathway and focuses on providing the learner 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. How service providers engage with stakeholders to co-create value and improve customer and user experiences. It explores how demand is converted into value through IT-enabled services and how these interactions shape the customer journey.
Learners will gain practical tools to build trusted relationships, manage customer expectations, and design meaningful service experiences. This module is ideal for professionals who work directly with customers, users, partners, or suppliers and need to improve satisfaction, collaboration, and service outcomes.
Newto Training Reviews
What Our Happy Alumni Say About Us
I had absolutely no experience in this field, but Newto Training recognised my potential and supported me every step of the way. The real-life scenarios were invaluable in making me job-ready.
The tutors at Newto are consistently patient, clear and more than willing to help. I couldn't have asked for a better learning environment.
From day one I felt welcomed and supported. The live sessions were interactive and the resources well thought-out. I passed my exam on the first attempt thanks to them.
I was nervous about switching careers but the practical approach and continual 1-to-1 support gave me the confidence I needed to succeed."
The training material was excellent, and the instructors really brought the subject to life with hands-on lab work. I feel fully prepared for the workplace."
What impressed me most was the flexibility and responsiveness of the support team. Whenever I had a question, they were there even outside of normal hours.
The course structure was superb. A great mix of theory and practice delivered at a pace that made sense even for beginners. Highly recommended.
Switching into IT felt overwhelming, but Newto Training made the journey manageable and quite enjoyable. Their coaching style is top class.
I particularly appreciated the way complex topics were broken down into manageable chunks, and the tutor actively encouraged questions at every stage.
The live-taught interactive classes set Newto apart from other providers. It wasn't just video-based learning and the real engagement made all the difference.
The cyber course exceeded my expectations. They've been on hand for everything and are constantly in touch with me
The resources provided were spot on and the teaching style made everything easy to understand. I particularly appreciated the extra help offered when needed.
Enrolling with Newto was one of the best decisions I've made. The job-readiness focus, strong teaching and excellent support all stood out.
I completed my SQL course and now feel confident in my skills. The real-world examples and supportive tutors made it all click.
I've just passed my AZ-900 exam thanks to the support received from Ken in the boot camp and his exam preparation sessions.
I've gained a qualification and the confidence to use it in real-world scenarios.
Their commitment to student success is obvious from the personalised guidance to the quality of delivery. I'd recommend them without hesitation.
Every tutor I encountered was professional, encouraging and keen to see me succeed. That personal touch made a big difference.
I'm now in a role I once thought was out of reach, thank you to the all the team
The bootcamps were excellent, we were given practical projects to complete and I feel so much more confident with my coding skills
I had absolutely no experience in this field, but Newto Training recognised my potential and supported me every step of the way. The real-life scenarios were invaluable in making me job-ready.
The tutors at Newto are consistently patient, clear and more than willing to help. I couldn't have asked for a better learning environment.
From day one I felt welcomed and supported. The live sessions were interactive and the resources well thought-out. I passed my exam on the first attempt thanks to them.
I was nervous about switching careers but the practical approach and continual 1-to-1 support gave me the confidence I needed to succeed."
The training material was excellent, and the instructors really brought the subject to life with hands-on lab work. I feel fully prepared for the workplace."
What impressed me most was the flexibility and responsiveness of the support team. Whenever I had a question, they were there even outside of normal hours.
The course structure was superb. A great mix of theory and practice delivered at a pace that made sense even for beginners. Highly recommended.
Switching into IT felt overwhelming, but Newto Training made the journey manageable and quite enjoyable. Their coaching style is top class.
I particularly appreciated the way complex topics were broken down into manageable chunks, and the tutor actively encouraged questions at every stage.
The live-taught interactive classes set Newto apart from other providers. It wasn't just video-based learning and the real engagement made all the difference.
I had absolutely no experience in this field, but Newto Training recognised my potential and supported me every step of the way. The real-life scenarios were invaluable in making me job-ready.
The tutors at Newto are consistently patient, clear and more than willing to help. I couldn't have asked for a better learning environment.
From day one I felt welcomed and supported. The live sessions were interactive and the resources well thought-out. I passed my exam on the first attempt thanks to them.
I was nervous about switching careers but the practical approach and continual 1-to-1 support gave me the confidence I needed to succeed."
The training material was excellent, and the instructors really brought the subject to life with hands-on lab work. I feel fully prepared for the workplace."
What impressed me most was the flexibility and responsiveness of the support team. Whenever I had a question, they were there even outside of normal hours.
The course structure was superb. A great mix of theory and practice delivered at a pace that made sense even for beginners. Highly recommended.
Switching into IT felt overwhelming, but Newto Training made the journey manageable and quite enjoyable. Their coaching style is top class.
I particularly appreciated the way complex topics were broken down into manageable chunks, and the tutor actively encouraged questions at every stage.
The live-taught interactive classes set Newto apart from other providers. It wasn't just video-based learning and the real engagement made all the difference.
The cyber course exceeded my expectations. They've been on hand for everything and are constantly in touch with me
The resources provided were spot on and the teaching style made everything easy to understand. I particularly appreciated the extra help offered when needed.
Enrolling with Newto was one of the best decisions I've made. The job-readiness focus, strong teaching and excellent support all stood out.
I completed my SQL course and now feel confident in my skills. The real-world examples and supportive tutors made it all click.
I've just passed my AZ-900 exam thanks to the support received from Ken in the boot camp and his exam preparation sessions.
I've gained a qualification and the confidence to use it in real-world scenarios.
Their commitment to student success is obvious from the personalised guidance to the quality of delivery. I'd recommend them without hesitation.
Every tutor I encountered was professional, encouraging and keen to see me succeed. That personal touch made a big difference.
I'm now in a role I once thought was out of reach, thank you to the all the team
The bootcamps were excellent, we were given practical projects to complete and I feel so much more confident with my coding skills
The cyber course exceeded my expectations. They've been on hand for everything and are constantly in touch with me
The resources provided were spot on and the teaching style made everything easy to understand. I particularly appreciated the extra help offered when needed.
Enrolling with Newto was one of the best decisions I've made. The job-readiness focus, strong teaching and excellent support all stood out.
I completed my SQL course and now feel confident in my skills. The real-world examples and supportive tutors made it all click.
I've just passed my AZ-900 exam thanks to the support received from Ken in the boot camp and his exam preparation sessions.
I've gained a qualification and the confidence to use it in real-world scenarios.
Their commitment to student success is obvious from the personalised guidance to the quality of delivery. I'd recommend them without hesitation.
Every tutor I encountered was professional, encouraging and keen to see me succeed. That personal touch made a big difference.
I'm now in a role I once thought was out of reach, thank you to the all the team
The bootcamps were excellent, we were given practical projects to complete and I feel so much more confident with my coding skills
Prerequisites
A valid ITIL® 4 or ITIL® v3 Foundation certification is required. Delegates will also be expected to complete pre-course reading provided by QA before attending the course.
Target audience
This course is ideal for:
- Professionals managing stakeholder relationships across digital and IT functions
- Those designing or managing customer journeys and experiences
- Individuals responsible for demand shaping and expectation management
- Roles such as Business Relationship Manager, Service Delivery Manager, UX/CX Designer, Project Manager, Vendor Manager, and others involved in service engagement
Learning Objectives
By the end of this course, learners will be able to:
- Understand customer journeys and how they are designed
- Know how to target markets and stakeholders
- Know how to foster stakeholder relationships
- 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
- Know how to act together to ensure continual value co-creation
- Know how to realize and validate service value
ITIL(R) 4 Specialist: Drive Stakeholder Value Course Content
ITIL Foundation review
- Brief review of core ITIL 4 principles and concepts
Customer journey intro
- Understanding the stages and benefits of the customer journey
- Introduction to methods used in designing and improving customer journeys
Explore
- Targeting and understanding markets
- Understanding service providers and their offerings
- Understanding service consumers and their needs
Engage
- Effective communication and collaboration techniques
- Identifying characteristics of relationship types
- Developing strong customer relationships
Offer
- Managing demand and identifying opportunities
- Specifying and managing customer requirements
- Designing service offerings and user experiences
- Selling and obtaining service commitments
Agree
- Aligning expectations and defining service scope
- Using service level management practices to ensure service delivery oversight
Onboard
- Understanding onboarding processes and preparation
- Utilising omnichannel management for onboarding success
- Planning for offboarding as part of the overall lifecycle
Co-create
- Enabling value through collaborative service relationships
- Recognising and optimising moments of truth
- Using feedback and user communities to drive improvement
Realise
- Tracking, assessing, and evaluating service value realisation
- Measuring service experience and usage
- Reporting outcomes in meaningful ways
- Continuously improving the customer journey
Exams and assessments
This course includes a formal certification exam:
- 40 multiple-choice questions
- 90 minutes duration
- Closed book format
- Pass mark: 28 out of 40 (70%)
- The exam is delivered online by PeopleCert and can be taken at the learner’s convenience after the course
From 2023, all PeopleCert Global Best Practice certifications must be renewed after three years.
Hands-on learning
Delegates will participate in:
- Stakeholder engagement scenarios and exercises
- Group activities to define and assess customer journeys
- Simulations to improve service offerings and user experience
- Collaborative sessions to apply feedback and improve relationship outcomes
ITIL(R) 4 Specialist: Drive Stakeholder Value Dates
Next 4 available training dates for this course
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VIRTUAL
QA On-Line Virtual Centre
3 DAYS
|
ALL DAY
Tue 31 Mar 2026
AVAILABLE
was £2,810
£1,649
OFFER!
BOOK NOW
VIRTUAL
QA On-Line Virtual Centre
3 DAYS
|
ALL DAY
Tue 05 May 2026
AVAILABLE
was £2,810
£1,649
OFFER!
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CLASSROOM
QA London International House Centre E1W
3 DAYS
|
ALL DAY
Wed 08 Jul 2026
AVAILABLE
was £2,810
£1,649
OFFER!
BOOK NOW
VIRTUAL
QA On-Line Virtual Centre
3 DAYS
|
ALL DAY
Wed 26 Aug 2026
AVAILABLE
was £2,810
£1,649
Advance Your Career with ITIL(R) 4 Specialist: Drive Stakeholder Value
Gain the skills you need to succeed. Enrol in ITIL(R) 4 Specialist: Drive Stakeholder Value with Newto Training today.