To begin this course, go to the main page ITIL 4 Managing Professional Certification Course.

3. Drive Stakeholder Value (DSV)

• 3.1 Know how to foster stakeholder relationship
• 3.2 Shape demand and define service offerings
• 3.3 Onboard and offboard Customers and Users
• 3.4 Continual Value Co-creation
• 3.5 How to Realise and Validate Service Value

1. The concept of the customer journey

Key message: a customer journey is the complete end‐to‐end experience customers have with one or more service providers and/or their products through the touchpoints and service interactions with those service providers

How you deliver a service is as important as what you deliver

Understanding every touchpoint and interaction is NOT enough. You must take the journey yourself and understand the overall experience

When you understand the customer journey you can:

• Maximize stakeholder value through co-creation
• Focus on experience, not just on outcomes

A touchpoint is any time a service consumer or potential service consumer comes in contact with the service provider and/or its products: identify touchpoints and service interactions by listing all places and times that the service consumer may encounter the service provider, its products, or its brand.

A service interaction is a value co-creating reciprocal action between a service provider and a service consumer: service interactions include transfer of goods, provision of access to resources, indirect contact with the service provider via a component or even a third party.

1.1 Benefits

	For the service consumer	For the service provider
Facilitate outcome and experience	Gain optimal service value and experience Get what you need, not just what you asked for	Identify and support service consumer behaviours and outcomes Optimize/improve products, services, and journeys
Optimize risk and compliance	Ensure key business risks are identified and addressed	Focus on customer satisfaction and maximize benefits for the investments
Optimize resources and minimize costs	Work together to optimize use of resources through the whole service lifecycle	Work together to optimize use of resources through the whole service lifecycle

 

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