Without the right tools and processes in place, Customer Success Managers (CSMs) can sometimes find themselves falling into the trap of playing a very reactive role…sort of like glorified tech support. CS leaders are always looking for better ways to ensure Customer Success plays a more dynamic role in meeting customers’ needs. Part of ensuring your CSMs’ ability to be more proactive and productive involves giving them the space and resources to meet customer needs, while simultaneously working with customers to take the relationship a step further, to drive stakeholder value. Originally posted by  ESG  - delivering Customer Sucess as a Service Turns out, there’s actually a really handy parallel between this concept in CS and the “Drive Stakeholder Value” Managing Professional Module that is part of the latest version of ITIL, ITIL 4. What is ITIL you ask? ITIL is a leading service management framework that IT service organizations use to ensure the businesses and customers th...

Originally posted on The AXELOS Blog , February 2020 and written by Christian Nissen , IT management consultant and lead author for the ITIL 4 Drive Stakeholder Value module. Back in the industrial society, goods were a dominant factor in our lives. But in the “service era” we prefer to replace ownership of goods with access to services and resources without necessarily owning them. This is happening with and without digital transformation , although the latter accelerates this phenomenon: think Uber and Airbnb. In this context, the ITIL® 4 Specialist Drive Stakeholder Value module – within ITIL 4 Managing Professional – is about the engagement and interaction between service providers and stakeholders and the conversion of demand to value via IT-enabled services. But what does this mean in practice? Previously, services were treated in the same way as manufactured goods: it was the customer’s responsibility to derive value. Conversely, the core concept of ITIL 4 is that value is co-c...

Think slow and hard about that statement; Drive Stakeholder Value ! Sometimes we see and use terminology so much that the power of the statement gets lost. This is one we must hear and ignite if we have any hope of meeting the evolving door of consumer requirements.  The Drive Stakeholder Value (DSV) certification course is available within the ITIL 4 Managing Professional stream of certification.  Therefore, DSV is also a module and one of the focus areas in the Managing Professional Transition (MPT) class.  Confused? Take a look at this graphic : ITIL 4 Managing Professional Transition  is a course that provides ITIL Experts or those that have at least 17 ITIL v3 credits a fast-track way to obtain the ITIL Managing Professional certification. This course excerpts key concepts from ITIL 4 Foundation and from each of the four Managing Professional modules. The Managing Professional stream of certification courses targets IT practitioners...

Every successful organization in the world must strive to create a “learning and improving” culture that permeates all areas of operation.  The ITIL 4 Qualification Scheme has two main streams for advanced learning and certification: The ITIL Managing Professional, The ITIL Strategic Leader Direct, Plan and Improve is so critical it has become the universal module, that stars as a key component of both, ITIL Managing Professional and ITIL Strategic Leader streams.  The ITIL 4 Direct, Plan and Improve (DPI) training and certification course provides individuals with the real-world skills necessary to create a learning and improving IT organization. This class will focus on working holistically and aligns with principles from AGILE, LEAN and Continuous Delivery optimization. Leaders, practitioners, and all service management professionals understand that strategy is key and will walk away with a strong and effective basis for strategic direction. Lea...