ITIL® 4 Specialist Create, Deliver and Support (CDS)Copy

Module 1: DESIGNING CUSTOMER JOURNEYS

– Comprehend the concept of customer journey

– Understand strategies for designing and enhancing customer journeys

Module 2: TARGETING MARKETS AND STAKEHOLDERS

– Grasp market characteristics

– Understand marketing activities and techniques

– Ability to describe customer needs and factors impacting them

– Identify and explain value propositions of service providers

Module 3: FOSTERING STAKEHOLDER RELATIONSHIPS

– Understand mutual readiness and maturity concepts

– Grasp different supplier and partner relationship types and their management

– Develop customer relationships and analyze their needs

– Utilize communication and collaboration activities and techniques

– Apply “Relationship management” and “Supplier management” practices to foster relationships

Module 4: SHAPING DEMAND AND DEFINING SERVICE OFFERINGS

– Learn methods for designing digital service experiences

– Understand approaches for selling and obtaining service offerings

– Capture, influence, and manage demand and opportunities

– Collect, specify, and prioritize requirements from stakeholders

– Apply “Business analysis” practice for requirement management and service design

Module 5: ALIGNING EXPECTATIONS AND SERVICE DETAILS

– Plan for value co-creation

– Negotiate and agree on service utility, warranty, and experience

– Apply “Service level management” practice for service expectation management

Module 6: ONBOARDING AND OFFBOARDING CUSTOMERS AND USERS

– Understand key transition, onboarding, and offboarding activities

– Foster user relationships and relate with users

– Prepare onboarding and offboarding plans

– Develop user engagement and delivery channels

– Apply “Service Catalogue management” and “Service Desk” practices for offering user services and user engagement

Module 7: ENSURING CONTINUAL VALUE CO-CREATION

– Understand user request mechanisms and triaging

– Comprehend user communities and managing feedback

– Foster a service mindset and provision user services

– Deal with customer and user ‘moments of truth’

– Apply “Service request management” practice for service usage

Module 8: REALIZING AND VALIDATING SERVICE VALUE

– Measure service usage and customer/user experience and satisfaction

– Understand charging mechanisms

– Assess service value realization

– Prepare to evaluate and improve the customer journey

– Apply “Portfolio management” practice for service value realization