ITIL 4 Drive Stakeholder Value

·  Understand How Customer Journeys Are Designed

• Concept of the Customer Journey:
  • Definition and significance in service management.
  • Stages of the customer journey.
• Designing and Improving Customer Journeys:
  • Techniques for mapping customer journeys.
  • Identifying touchpoints and service interactions.
  • Applying design thinking principles.

·  Know How to Target Markets and Stakeholders

• Characteristics of Markets:
  • Market segmentation and analysis.
  • Identifying market needs and opportunities.
• Marketing Activities and Techniques:
  • Developing value propositions.
  • Utilizing marketing strategies to reach target audiences.
• Describing Customer Needs and Influencing Factors:
  • Analyzing internal and external factors affecting customer needs.
  • Techniques for capturing and prioritizing customer requirements.
• Identifying Service Providers and Their Value Propositions:
  • Evaluating potential service providers.
  • Assessing value propositions and aligning them with customer needs.

·  Know How to Foster Stakeholder Relationships

• Mutual Readiness and Maturity:
  • Assessing organizational readiness for change.
  • Understanding maturity models in service management.
• Supplier and Partner Relationship Types and Management:
  • Different types of supplier and partner relationships.
  • Strategies for managing and optimizing these relationships.
• Developing Customer Relationships:
  • Building trust and rapport with customers.
  • Techniques for effective communication and collaboration.
• Analyzing Customer Needs:
  • Methods for gathering and analyzing customer feedback.
  • Utilizing data to inform service improvements.
• Applying Relationship Management Practices:
  • Implementing relationship management practices to enhance stakeholder engagement.
• Applying Supplier Management Practices:
  • Utilizing supplier management practices to ensure effective supplier and partner relationships.

·  Know How to Shape Demand and Define Service Offerings

• Designing Digital Service Experiences:
  • Principles of value-driven, data-driven, and user-centered service design.
  • Incorporating user experience (UX) and customer experience (CX) principles.
• Selling and Obtaining Service Offerings:
  • Sales strategies for IT services.
  • Techniques for negotiating and closing service agreements.
• Capturing, Influencing, and Managing Demand and Opportunities:
  • Methods for demand management.
  • Identifying and capitalizing on new opportunities.
• Collecting, Specifying, and Prioritizing Requirements:
  • Techniques for requirement gathering and analysis.
  • Prioritization methods to align with business objectives.
• Applying Business Analysis Practices:
  • Utilizing business analysis to support requirement management and service design.

·  Know How to Align Expectations and Agree Details of Services

• Planning for Value Co-Creation:
  • Strategies for collaborative value creation with stakeholders.
• Negotiating and Agreeing on Service Utility, Warranty, and Experience:
  • Understanding service utility and warranty concepts.
  • Techniques for managing customer expectations.
• Applying Service Level Management Practices:
  • Implementing service level management to ensure service expectations are met.

·  Know How to Onboard and Offboard Customers and Users

• Key Transition, Onboarding, and Offboarding Activities:
  • Planning and executing customer onboarding and offboarding processes.
• Relating with Users and Fostering User Relationships:
  • Engaging users throughout their lifecycle.
  • Techniques for maintaining positive user relationships.
• Authorizing and Entitling Users to Services:
  • Managing user access and entitlements.
• Approaches to Mutual Elevation of Capabilities:
  • Strategies for enhancing capabilities of customers, users, and service providers.
• Preparing Onboarding and Offboarding Plans:
  • Developing comprehensive plans for customer transitions.