In this course, participants will learn about the following:
Introduction :
- About ITIL 4;
- Purpose of the DSV Module;
- Key Concepts of Service Relationships
Customer Journey :
- Understanding the Customer Journey
- Touchpoints and Service Interactions
- Mapping the Customer Journey
Step 1: Explore :
- Understanding Service Needs
- Internal and External Market Engagement
- Stakeholder Identification and Analysis
Step 2: Engage :
- Building Service Relationships
- Communication and Collaboration
- Managing Stakeholder Expectations
Step 3: Offer :
- Managing Demand and Opportunities
- Service Offerings and Value Propositions
- Selling and Storytelling Techniques
Step 4: Agree :
- Aligning Expectations and Capabilities
- Defining Mutual Outcomes
- Service Level Management
- Agreements and Contracts
Step 5: Onboard :
- Onboarding and Offboarding Practices
- Building Relationships During Onboarding
- User Enablement and Training
Step 6: Co-create :
- Service Mindset
- Continual Engagement
- Experience Management
- Feedback Mechanisms
Step 7: Realize :
- Value Realization
- Tracking and Measuring Value
- Reviewing and Improving Services
Guiding Principles and Practices:
- ITIL Guiding Principles
- Relevant ITIL Practices (e.g., Relationship Management, Service Desk, Service Request Management)
Continual Improvement:
- Applying Continual Improvement to Stakeholder Value
- Metrics and Reporting
Exam Preparation:
- Assessment Format
- Key Topics Review
- Sample Questions
