ITIL 4 DSV study plan

Map the end-to-end customer journey for one real service you use, labeling every touchpoint, actor, and moment of friction

Distinguish customer journey, customer experience, and user experience in writing, with one concrete example of each

Define demand and demand management in your own words and list three inputs that shape demand for a service

Explain how the customer journey reveals demand signals that a service desk alone would miss

Identify the touchpoints and channels in a journey where the service provider directly shapes perception

Explain how pain points and moments of truth convert into improvement backlogs and design changes

Describe how journey mapping feeds the 'design and transition' and 'improve' value chain activities

Practice applying journey thinking to a scenario where a customer abandons a process midway

Explain the relationship between demand, capacity, and the service offerings a provider can sustain

Describe how demand patterns (predictable, seasonal, volatile) shape service design decisions

Articulate how customer demand and user demand differ and where they overlap

Apply the concept of 'demand shaping' to a scenario with a predictable peak

Define a service offering, a service product, and a service relationship and state how they differ

Explain how an offering is composed of goods, access to resources, and service actions

Connect demand analysis to the design of an offering that meets a specific unmet need

Identify the value proposition elements a provider must communicate for an offering

Explain how service offerings create value co-created with the customer, not delivered to them

Describe how the value chain activities (engage, plan, design and transition, obtain/build, deliver and support, improve) connect to an offering

Distinguish the provider's perspective on an offering from the consumer's perception of it

Apply offering concepts to a scenario where a provider changes an existing offering

Define customer experience and list the factors that shape it beyond the service itself

Explain how the service experience is measured and how measurement feeds improvement

Describe the relationship between customer experience and the service relationship lifecycle

Identify where experience gaps appear when an offering changes

Explain how experience is shaped by interactions across the customer journey, not by a single transaction

Describe the role of feedback, complaints, and sentiment in understanding experience

Connect experience management to the 'improve' value chain activity and continual improvement

Apply experience concepts to a scenario where customer perception diverges from measured service performance

Integrate journey, demand, offering, and experience into one coherent explanation of how value is co-created

Complete a full timed practice exam under exam conditions and review every error

Identify your two weakest domains and write corrected explanations for each missed concept

Build a one-page recall sheet linking all four domains with your own definitions