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ITIL 4 Specialist: Drive Stakeholder Value (DSV) with Certification Exam e-Learning

Business Process

<ul><li>Purpose of the Module</li><li>Purpose of Mastering the Customer Journey</li><li>Touchpoints and Service Interactions</li><li>Module Topics</li><li>Mapping the Customer Journey</li><li>Designing the Customer Journey</li><li>Measuring and Improving the Customer Journey</li></ul>

Customer Journey

<ul><li>Purpose of the Module</li><li>Purpose of the Explore Step</li><li>Module Topics</li><li>Understanding Service Consumers</li><li>Understanding Service Providers</li><li>Understanding and Targeting Markets</li></ul>

Customer Journey Step 1: Explore

<ul><li>Purpose of the Module</li><li>Purpose of the Engage Step</li><li>Aspects of Service Value</li><li>Module Topics</li><li>Service Relationship Types</li><li>Building Service Relationships</li><li>Building and Sustaining Trust and Relationships</li><li>Analyzing Customer Needs</li><li>Managing Suppliers and Partners</li></ul>

Customer Journey Step 2: Engage

<ul><li>Purpose of the Module</li><li>Purpose of Shaping Demand and Service Offerings</li><li>Module Topics</li><li>Managing Demand and Opportunities</li><li>Specifying and Managing Customer Requirements</li><li>Designing Service Offerings and User Experience</li><li>Selling and Obtaining Service Offerings</li></ul>

Customer Journey Step 3: Offer

<ul><li>Purpose of the Module</li><li>Purpose of Aligning Expectations and Agreeing Services</li><li>Module Topics</li><li>Agreeing and Planning Value Co-Creation</li><li>Negotiating and Agreeing a Service</li></ul>

Customer Journey Step 4: Agree

<ul><li>Purpose of the Module</li><li>Purpose of Onboarding and Offboarding</li><li>ITIL Management Practices</li><li>Module Topics</li><li>Planning Onboarding</li><li>Fostering Relationships with Users</li><li>Providing User Engagement and Delivery Channels</li><li>Enabling Users for Service</li><li>Elevating Mutual Capabilities</li><li>Offboarding</li></ul>

Customer Journey Step 5: Onboard

<ul><li>Purpose of the Module</li><li>Purpose of Service Provision and Consumption</li><li>Module Topics</li><li>Service Mindset</li><li>Ongoing Service Interactions</li><li>Nurturing User Communities</li></ul>

Customer Journey Step 6: Co-create

<ul><li>Purpose of the Module</li><li>Measuring Service Value</li><li>Purpose of Value Capturing and Customer Journey Improvement</li><li>Realizing Service Value in Different Settings</li><li>Module Topics</li><li>Tracking Value Realization</li><li>Assessing and Reporting Value Realization</li><li>Evaluating Value Realization and Improving Customer Journeys</li><li>Realizing Value for the Service Provider</li></ul>

Customer Journey Step 7: Realize

Although there is no mandatory requirement, ideally candidates should have at least two years professional experience working in IT Service Management.

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This course guides organizations on a journey in their service provider and consumer roles, supporting effective interaction and communication.

ITIL 4 Specialist: Drive Stakeholder Value (DSV) with Certification Exam e-Learning | NetCom Learning

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ITIL 4 Specialist: Drive Stakeholder Value (DSV) with Certification Exam e-Learning

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