ITIL 4 DSV flashcards
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32 cards. Read the term and the definition here. The deck at the top of this page is optional.
- Customer journey
- The end-to-end series of stages, touchpoints, and interactions a customer experiences with a service provider over time, from initial awareness through to exit or renewal.
- Touchpoint
- Any point of interaction between the customer and the service provider during the journey, such as a website, phone call, or service desk contact.
- Moment of truth
- A touchpoint where the customer forms or changes their perception of the provider's value; these interactions disproportionately shape overall satisfaction.
- Pain point
- A touchpoint or stage in the journey that produces friction, delay, or negative emotion for the customer, and is therefore a priority for improvement.
- Journey stage
- A distinct phase of the customer journey defined by a change in the customer's goal or intent, such as awareness, onboarding, or renewal.
- Channel
- The medium through which a customer interacts with the provider at a touchpoint, for example web, mobile app, phone, or in-person.
- Journey mapping
- A technique that visually records customer stages, actions, touchpoints, channels, emotions, and pain points to diagnose where experience is created or lost.
- Journey validation
- Confirming a journey map against real customer evidence such as feedback, analytics, and interviews, rather than relying only on internal assumptions.
- Demand
- The need or desire for products and services from customers and other stakeholders, which justifies the supply of capacity and resources.
- Demand pattern
- The shape of demand over time, described as seasonal, cyclical, or random; the pattern determines how capacity should be scheduled and reserved.
- Demand shaping
- Influencing customer behavior to change the volume, timing, or type of demand, using pricing, incentives, scheduling, or service design.
- Supply
- The capacity and resources available to meet demand; the aim is balance with demand rather than maximizing or minimizing either side.
- Demand and supply balance
- The state in which capacity matches demand; excess demand causes queues and degradation, while excess supply causes waste and unnecessary cost.
- Demand forecasting
- Estimating future demand volume, pattern, and type using historical data and known drivers, so capacity and offerings can be planned in advance.
- Unfulfilled demand
- Demand that is not met by supply, which may result in queues, abandoned requests, or lost customers, and must be deliberately managed.
- Demand shifting
- Moving demand in time, place, or nature, for example through appointments, alternative channels, or self-service, to better match available capacity.
- Service consumption
- The customer's actual use of a service, which follows demand and is where value is co-created through the customer's own actions and resources.
- Service offering
- A formal description of one or more services designed to address the needs of a target consumer group, possibly including goods, access, and service actions.
- Product
- A configuration of an organization's resources designed to offer value to a customer; the service offering is how that value is packaged for the customer.
- Utility
- The functionality offered by a service: what it does and whether it is fit for purpose in supporting the customer's desired outcomes.
- Warranty
- The assurance that a service will meet agreed requirements, covering fitness for use through availability, capacity, security, and continuity.
- Service relationship
- The joint activity between provider and consumer, comprising service provision and service consumption, within which an offering delivers value.
- Service catalogue
- A structured record of available service offerings, their descriptions, and dependencies, used by customers and provider staff to request and deliver services.
- Service portfolio
- The complete set of services and offerings managed by a provider across all states, including those planned, live, and retired.
- Offering-demand alignment
- The condition in which an offering's design, capacity, and terms match the volume, pattern, and type of demand it is intended to serve.
- Customer experience
- The sum of functional and emotional interactions a customer has with an organization's services across the journey, as perceived by that customer.
- Functional experience
- The practical, measurable side of experience, such as reliability, speed, and ease of completing a task at a touchpoint.
- Emotional experience
- The felt side of experience, including trust, confidence, frustration, or reassurance, which shapes perception beyond functional performance.
- Customer effort
- A measure of how much work a customer must do to get an outcome; high effort at touchpoints is a strong indicator of poor experience.
- Experience measurement
- Assessing experience through direct feedback, indirect indicators such as complaints and churn, and operational data, since no single metric captures it fully.
- Stage-level experience
- Evaluating experience separately at each journey stage and touchpoint, because aggregate scores can hide localized pain points and failures.
- Experience as outcome
- The view that perceived experience results from how value streams and the service value chain perform, so poor experience points to process and journey failures.