ITSM 4 Managing Professional: Drive Stakeholder Value (DSV)

Discover how the customer journey creates stakeholder value by guiding both consumer and provider actions to optimize outcomes, risks, compliance, and costs.

Explore scenarios as short stories of personas using a service to map customer journeys. Tailor experiences for different segments and create a holistic journey map.

Visualize end-to-end customer journey with maps that capture touchpoints and personas, then enrich them with goals, channels, data, and emotions to optimize experiences using journey canvas, storyboards, and service blueprints.

Design the customer journey to deliver outstanding experiences and maximize value through value co-creation across multiple services, considering outcomes, utility, warranty, risk, compliance, and cost for all stakeholders.

Explore how behavioral psychology informs customer journey design by applying cognitive biases such as peak in bias, availability bias, and loss aversion, to incorporate emotional intelligence into experiences.

Measure and continuously improve the customer journey through feedback, metrics, and analytics. Prioritize high-ROI fixes at key touchpoints to boost customer satisfaction and differentiate from competitors.

conduct a risk assessment to identify weaknesses, threats, vulnerabilities, and impacts, then compare options—continue, replace, or partner with an external provider—mitigating or accepting residual risks.

Explore market segmentation to group customers by shared needs and behaviors, enabling tailored services and targeted marketing; learn characteristic-based and need-based approaches, steps, and benefits.

Explore how a cooperative relationship between service providers and consumers tailors offerings to meet needs, enables value creation through open information exchange, and balances benefits with higher costs and risks.

Understand customer needs to align services with desired outcomes, using the service value driver framework and BRM approaches—top down and bottom up; assess needs, risks, and costs.

Learn how to manage diversity in service relationships by fostering respect, inclusive language, and open dialogue across cultures, languages, and time zones to align stakeholders and deliver value.

Drive stakeholder value through trust, transparency, and collaboration in service relationships between providers and consumers; foster shared understanding and open engagement to create high-value, mutual benefits.

Define demand and design tailored service offerings to align provider capabilities with consumer needs, enabling co-creation, balanced supply and demand, and optimized resources for value and risk reduction.

Learn to balance service demand and capacity by analyzing patterns of business activity, monitoring usage, and shaping demand to maximize service value and opportunities.

Drive stakeholder value with a structured, data-driven approach to continual improvement. Ensure clear ownership, a dedicated budget, and a transparent process to identify, assess, prioritize, and implement improvements.

Develop a robust, profitable service provider business case by aligning offerings with customer goals and detailing costs across technology, processes, and partners, using ITIL practices like availability and portfolio management.

Learn how service blueprinting maps the full user journey from visible touchpoints to backstage processes, clarifying roles, dependencies, and opportunities to improve service design and reduce costs.

Design onboarding with a user-centered approach for each product or service, detailing scope, actions, stakeholders, and timelines, and factor in the four dimensions of service management.

Align consumer expectations with provider capabilities through the offer step, creating a value-driven service experience, optimizing resources, managing demand, and using service blueprinting and pricing to enhance outcomes.

Align service quality with value and outcomes in internal and external partnerships through outcome based agreements. Define value, monitor utility and warranty, and foster mutual trust for continuous improvement.

Adapt onboarding approaches to fit the service scope and craft a clear onboarding plan, then collaborate with the customer to align goals, resources, access, and success metrics.

Set clear, outcome-based onboarding goals to guide the transition and measure success, with product owners, service owners, account managers, and business partners collaborating with the service consumer.

Define the onboarding scope by identifying consumer and provider resources, establish start and end milestones, and tailor actions for various consumer and user scenarios, with project management for complex transitions.

Onboarding aligns scope, resources, and stakeholder needs to ensure a smooth transition, using automation and etl practices to support providers, consumers, and partners.

Co-create value in step six by aligning providers and consumers through collaborative service delivery and consumption, driving tangible outcomes, optimizing experiences, and enabling continuous improvement.

Explore ongoing service interactions: pull versus push, automated versus manual, and tailored versus out of the box approaches, with direct and indirect engagement, to optimize user experience and service quality.

Co-create closes the section by uniting providers and consumers to continuously create value through empathy, structured interactions, and feedback loops. These actions enhance service quality and build trust over time.

Realize step tracks whether the value perceived by stakeholders is realized, using agreed baselines and targets to guide continual improvement and benefit realization plans.

Evaluate value realization and improve customer journeys within a continual improvement process, sustaining new behaviors and using single loop and double loop learning to adapt services to changing conditions.