SM ITIL®4 Specialist – Drive Stakeholder Value (DSV)

Customer Journeys

• Understand the concept of the journey, its design and improvement

Markets and Stakeholders

• Understand markets and marketing services to them.
• Describe customer needs and demonstrate this with value propositions.

Fostering Stakeholder Relationships

• Understand relationships between supplier and customer, differing types and the management of them.
• Analysing customer needs.
• Communication and collaboration.
• Use the following practices as part of fostering relationships:
  • Relationship Management.
  • Supplier Management.

Shaping Demand and Defining Service Offerings

• Understand methods for designing, selling and obtaining services.
• Capturing and influencing demand.
• Requirements capture, specification and prioritisation.
• Use the Business Analysis practice.

Aligning Expectations and Agreeing Details

• Plan for value co-creation.
• Negotiate and agree service value.
• Use the Service Level Management practice.

Onboarding and Offboarding Customers

• Understand key concepts.
• User entitlement and authorisation.
• Mutual elevation of capability.
• Onboarding/Offboarding planning.
• User engagement and delivery channels.
• Service Catalogue Management practice.
• Service Desk practice.

Continuous Value Co-creation

• Request Management practice.
• User Communities.
• Customer and user feedback methods.
• Creating a service mindset.
• Different approaches to service provision.
• Moments of truth.

Realising and Validating Services

• Measuring service usage and customer satisfaction.
• Track Value, Outcomes, Costs and RIsks.
• Reporting service performance.
• Charging mechanisms.
• Assess value realisation.
• Evaluate Customer journey.
• Portfolio Management.