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ITIL ITIL-DSV Exam Syllabus Topics:

Topic	Details
Topic 1	Customer Experience Management: In this module, IT service managers and customer experience professionals will gain a deeper insight into the principles of creating and sustaining a positive customer experience. It focuses on strategies to ensure that services are designed and delivered with the customer as the central focus, thereby enhancing overall satisfaction.
Topic 2	Service Metrics and KPIs: In this module, IT service managers and performance analysts will learn how to define and utilize key performance indicators (KPIs) and metrics to measure, report, and enhance service performance.
Topic 3	Service Level Management: This module equips IT service managers and service level managers with the skills to establish, monitor, and report on service levels to ensure they meet stakeholder requirements and agreements.
Topic 4	Customer Journey Mapping: This module provides customer experience professionals and service designers with the tools to map the customer journey. It involves identifying critical touchpoints, pinpointing pain points, and discovering opportunities for enhancing the customer experience, leading to improved service outcomes.
Topic 5	Service Relationships: This module teaches service relationship managers and IT professionals how to effectively manage relationships with various stakeholders, including customers, users, suppliers, and partners. It emphasizes the development of strong, collaborative relationships that are crucial for supporting service delivery and fostering value creation.
Topic 6	Understanding Stakeholder Needs and Expectations: This module guides IT service managers and professionals in identifying, assessing, and prioritizing the needs and expectations of diverse stakeholders, including customers, employees, partners, and regulators.

Reference: https://www.peoplecert.org/browse-certifications/it-governance-and-service-management/ITIL-1/itil-4-specialist-drive-stakeholder-value-2812

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