• Introduction to ITIL and ITIL 4
• Recap of ITIL 4 Foundation
• Recap of core components of ITIL
• Introduction to DSV
• Importance of Engagement
• DSV: Key Terms and Concepts

 Understanding customer journeys
•    Purpose and value of customer journeys
•    Steps involved in customer journeys
•    Stages involved in customer journeys
•    Touchpoints and interactions
•    Mapping customer journeys: Need and purpose
•    Draw a customer journey map
•    Customer experience
•    Key aspects involved in designing customer journeys
•    Design thinking
•    The role of Behavioural Psychology
•    Design and culture
•    Measuring and improving customer journey

 Explore: overview and common pitfalls
•    Explore: from the service consumer and provider perspective
•    Purpose of the organization and different stakeholders
•    PESTLE and SWOT Analysis
•    Objectives and opportunities for service risks and mitigation
•    Identify, evaluate and select service providers
•    Understanding markets
•    Market segmentation
•    Identifying and analyzing service consumers
•    Targeting markets and value proposition
•    Marketplace and marketspace
•    Personalizing and profiling
•    Targeted marketing
•    Brand and reputation
•    Sustainability and triple bottom-line
•    Importance of existing customers

  Introduction to ‘Engage’
•    The purpose of Engage
•    Communicating and collaborating
•    Listening
•    Why care about diversity in communication
•    Types of service relationships – Parts 1 and 2
•    Service relationship
•    Service relationship ladder
•    Service relationship ladder: Creating an environment that allows relationship patterns to emerge
•    Service relationship ladder: Building and sustaining trust and relationships
•    Understanding service provider capabilities
•    Understanding customer needs
•    Supplier and partner relationships
•    Applying Practice: Key aspects of Relationship Management 
•    Applying Practice: Practice Success Factors (PSF) in Relationship Management
•    Applying Practice: Practice Success Factors (PSF) in Supplier Management

 Purpose of ‘Offer’
•    Managing demand and opportunities
•    Shaping and smoothing demand
•    Business case
•    Specifying and managing customer requirements
•    Minimum Viable Product
•    User stories and story mapping
•    Applying the MOSCOW method
•    Weighted Shortest Job First (WSJF)
•    Designing service offerings and user experience
•    Lean thinking
•    Agile software development approach
•    Designing approaches
•    Design for onboarding
•    Selling and obtaining service offerings
•    Applying practice: Business Analysis

•  Introduction to ‘Agree’
  •    Purpose of Agree
  •    Service value drivers
  •    Service interaction method
  •    Service quality and service level
  •    Characteristics of service
  •    Negotiating and agreeing service
  •    Forms of agreement – Parts 1 and 2
  •    Outcome-based Agreements
  •    Consumer needs to Agreement
  •    Content and structure of SLA
  •    Negotiating and agreeing utility, warranty, and experience
  •    Negotiating and agreeing other terms and conditions
  •    Standardizing and automating agreements
  •    Applying Practice: Service Level Management
  •    Applying Practice: Practice Success Factors (PSF) Part 1
  •    Applying Practice: Practice Success Factors (PSF) Part 2

•  Purpose of ‘Onboard’
  •    Planning Onboarding
  •    Fostering relationships with users
  •    User engagement and delivery channels
  •    Enabling users for services
  •    Enabling mutual capabilities
  •    Offboarding customers and users
  •    Applying practice: Service Catalogue Management
  •    Practice Success Factors of Service Catalogue Management - Part1
  •    Practice Success Factors of Service Catalogue Management - Part 2
  •    Applying Practice: Service Desk
  •    Applying Practice: Practice Success Factors (PSFs) - Part 1
  •    Applying Practice: Practice Success Factors (PSFs) - Part 2

•  Purpose of ‘Co-create’
  •    Fostering a service mindset
  •    Service mindset: Provision 
  •    Service mindset: Consumption
  •    Provision of user services
  •    Activities within ongoing Service Interactions
  •    Service requests
  •    Service desk interactions
  •    Exceptions – when things go wrong
  •    Moments of truth
  •    Intelligent disobedience
  •    Customer and user feedback
  •    Nurturing user communities
  •    Applying Practice: Co-create
  •    Applying Practice: Practice Success Factors (PSFs) – Part 1
  •    Applying Practice: Practice Success Factors (PSFs) – Part 2

•  Purpose of ‘Realize’
  •    Validating service value
  •    Tracking value realization
  •    Service profit chain model
  •    Tracking experience and satisfaction
  •    Assessing and reporting value realization
  •    Evaluating value realization and improving customer journeys
  •    Evaluation, verification and continual improvement
  •    Realizing value for the service provider
  •    Charging and billing
  •    Applying Practice: Portfolio management
  •    Applying Practice: Practice Success Factors (PSFs) – Part 1
  •    Applying Practice: Practice Success Factors (PSFs) – Part 2