ITIL 4 Specialist DSV (Drive Stakeholder Value)

Topics:

• Understand the concept of the customer journey

• Understand the ways of designing and improving customer journeys

• 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

• 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 analyse customer needs

• Know how to use communication and collaboration activities and techniques

• Know how the following practices can be applied to enable and contribute to fostering relationships:

  • Relationship management

  • Supplier management

• Understand methods for designing digital service experiences based on value driven, data driven and user centred 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 prioritise 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

• 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

• 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

• 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, behaviour 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

• Know how to realise and validate service value

• Understand methods for measuring service usage and customer and user experience and satisfaction

• Understand methods to track and monitor service value (outcome, risk, cost and resources)

• Understand different types of reporting of service outcome and performance

• 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 realisation