ITIL® 4 Specialist – Drive Stakeholder Value (DSV)

1 – HOW CUSTOMER JOURNEYS ARE DESIGNED

• Understand the concept of the customer journey
• Understand the ways of designing and improving customer journeys

2 – HOW TO TARGET MARKETS AND STAKEHOLDERS

• Understand the characteristics of markets
• Understand marketing activities and techniques
• Know how to describe customer needs and internal and external factors that affect these
• Know how to identify service providers and explain their value propositions

3 – HOW TO FOSTER STAKEHOLDER RELATIONSHIPS

• Understand the concepts mutual readiness and maturity
• Understand the different supplier and partner relationship types, and how these are managed
• Know how to develop customer relationships
• Know how to analyze customer needs
• Know how to use communication and collaboration activities and techniques
• Know how the “Relationship management” practice can be applied to enable and contribute to fostering relationships
• Know how the “Supplier management” practice can be applied to enable and contribute to supplier and partner relationships management

4 – HOW TO SHAPE DEMAND AND DEFINE SERVICE OFFERINGS

• Understand methods for designing digital service experiences based on value driven, data driven and user centered service design
• Understand approaches for selling and obtaining service offerings
• Know how to capture, influence and manage demand and opportunities
• Know how to collect, specify and prioritize requirements from a diverse range of stakeholders
• Know how the “Business analysis” practice can be applied to enable and contribute to requirement management and service design

5 – HOW TO ALIGN EXPECTATIONS AND AGREE DETAILS OF SERVICES

• Know how to plan for value co-creation
• Know how to negotiate and agree service utility, warranty and experience
• Know how the “Service level management” practice can be applied to enable and contribute to service expectation management

6 – HOW TO ONBOARD AND OFFBOARD CUSTOMERS AND USERS

• Understand key transition, onboarding and offboarding activities
• Understand the ways of relating with users and fostering user relationships
• Understand how users are authorized and entitled to services
• Understand different approaches to mutual elevation of customer, user and service provider capabilities
• Know how to prepare onboarding and offboarding plans
• Know how to develop user engagement and delivery channels
• Know how the “Service Catalogue management” practice can be applied to enable and contribute to offering user services
• Know how the “Service Desk” practice can be applied to enable and contribute to user engagement

7 – HOW TO ACT TOGETHER TO ENSURE CONTINUAL VALUE CO-CREATION

• Understand how users can request services
• Understand methods for triaging of user requests
• Understand the concept of user communities
• Understand methods for encouraging and managing customer and user feedback
• Know how to foster a service mindset (attitude, behavior and culture)
• Know how to use different approaches to provision of user services
• Know how to seize and deal with customer and user ‘moments of truth’
• Know how the “Service request management” practice can be applied to enable and contribute to service usage

8 – HOW TO REALIZE AND VALIDATE SERVICE VALUE

• Understand methods for measuring service usage and customer and user experience and satisfaction
• Understand charging mechanisms
• Know how to assess service value realization
• Know how to prepare to evaluate and improve the customer journey
• Know how the “Portfolio management” practice can be applied to enable and contribute to service value realization