Best practice has proven that to be dynamic and to consistently meet changing business requirements, services must be co-created with our customers. I learned in a recent ITIL 4 certification class titled Driving Stakeholder Value (DSV) that providers will start with a stakeholder map and follow up with a customer journey map. If you are not yet familiar with Customer Journey Mapping, I strongly recommend learning about this critical skill needed to enable the co-creation of services. Once you have a stakeholder map and have mapped the customer/user journey, you will need to identify the roles required. In our example below, we use the two roles of customer/consumer and service provider. Each of these, although not the only stakeholders involved, is critical to the success of co-creation. Notice a relationship is being established via these responsibilities Both the service provider and the consumer have responsibilities. An IT service provider, for example, manages resource