ITIL4 - DSV
| S.No | Description (2 Days) |
1 | Understand how customer journeys are designed |
| Understand the concept of the customer journey | |
| Understand the ways of designing and improving customer journeys | |
2 | Know 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 | |
| Know how to identify service providers and explain their value propositions | |
3 | Know how to foster stakeholder relationships |
| Understand the concepts of 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 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 | Know how to shape demand and define service offerings |
| 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 (the business analysis practice | |
5 | Know 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 (the service level management practice | |
6 | Know 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 Desk practice can be applied to enable and contribute to user engagement | |
7 | Know 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 | |
| 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 | Know how to realize 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 | |
| Understand different types of reporting of service outcome and performance | |
| Understand charging mechanisms | |
| Know how to validate service value | |
| Know how to evaluate and improve the customer journey | |
| Know how the Portfolio Management practice can be applied to enable and contribute to service value realization |