Engagement is crucial to optimizing service value. This is because service value is always cocreated by users, customers, sponsors, service providers, and any other parties involved in the service. To drive stakeholder value, all stakeholders must contribute to the co-creation of service value. This course will discuss the main steps of a customer journey, providing guidance on how to co-create the most valuable journey.
The ITIL 4 Specialist Drive Stakeholder Value (DSV) qualification is intended to provide an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers and partners, including key CX, UX and journey mapping concepts.
ITIL 4 brings ITIL up to date in 2019 by re-shaping much of the established ITSM practices in the wider context of customer experience, value streams, and digital transformation, as well as embracing new ways of working, such as Lean, Agile, and DevOps.
