Table of Contents: ITIL®4 :

ITIL®4 : Drive Stakeholder Value.

Bibliographic Details
Main Author:	Limited, AXELOS.
Format:	eBook
Language:	English
Published:	London : The Stationery Office Ltd, 2020.
Subjects:	ITIL (Information technology management standard) > Examinations > Study guides. Information technology > Management > Examinations > Study guides. Electronic books.
Online Access:	Click to View

Table of Contents:

Intro
ITIL® 4: Drive Stakeholder Value
Contents
List of figures
List of tables
Foreword
Preface
About the ITIL 4 publications
Figure 0.1 The service value system
Figure 0.2 The ITIL service value chain
Table 0.1 The ITIL management practices
Figure 0.3 The continual improvement model
Figure 0.4 The four dimensions of service management
About the ITIL story
ITIL Foundation recap
CHAPTER 1 INTRODUCTION
1 Introduction
1.1 The importance of engagement
Table 1.1 The steps of the customer journey
1.2 Key principles
1.2.1 Stakeholders
Figure 1.1 Sample stakeholder map
1.2.2 Service consumers
Figure 1.2 The three service consumer roles
1.2.3 Service relationships
Figure 1.3 The service relationship model
Table 1.2 Three fundamental service relationship types
1.2.4 Customer journeys
Table 1.3 Example of a customer journey for resolving an incident
Figure 1.4 Relationships between value streams and customer journeys
Figure 1.5 Three aspects of the customer and user experience
1.2.5 Visibility
Figure 1.6 The band of visibility
1.2.6 Value
Figure 1.7 The customer journey and service interaction
Figure 1.8 Three aspects of service value
Figure 1.9 Considering outcomes, costs, and risks to achieve value
1.2.7 Products and services
Figure 1.10 How services, service interactions, service offerings, products, and resources are related
Figure 1.11 Example of a value driver framework
CHAPTER 2 THE CUSTOMER JOURNEY
2 The customer journey
Table 2.1 The purposes of identifying, understanding, and mastering the customer journey
2.1 Stakeholder aspirations
Figure 2.1 The Disney Institute compass model
Figure 2.2 The stages involved in designing end-to-end customer journeys and experiences
2.2 Touchpoints and service interactions.
2.3 Mapping the customer journey
2.3.1 Personas
2.3.2 Scenarios
2.3.3 Customer journey maps
Figure 2.3 Example of a customer journey map
2.3.4 Understanding the customer experience
Figure 2.4 The Johari window
2.4 Designing the customer journey
2.4.1 Design thinking
2.4.2 Leveraging behavioural psychology
2.4.3 Design for different cultures
Figure 2.5 The eight dimensions of culture
2.5 Measuring and improving the customer journey
2.6 Summary
CHAPTER 3 STEP 1: EXPLORE
3 Step 1: Explore
Table 3.1 The purpose of the explore step
3.1 Understanding service consumers and their needs
3.1.1 Purpose
Figure 3.1 The 'golden circle'
Table 3.2 Typical stakeholders
3.1.2 External factors
Table 3.3 Examples of key areas to address in a PESTLE analysis
3.1.3 Internal factors
Table 3.4 Areas and questions to address in an internal assessment
Figure 3.2 Model SWOT analysis
3.1.4 Objectives and opportunities
Table 3.5 The steps of the ITIL continual improvement model
3.1.5 Risks and mitigation
Table 3.6 Examples of scenario options
3.2 Understanding service providers and their offers
3.2.1 Industry standards and reference architectures
3.3 Understanding markets
3.3.1 Market segmentation
Figure 3.3 Four bases for market segmentation
3.3.2 Identifying and analysing service consumers
3.4 Targeting markets
3.4.1 Value propositions
3.4.2 The marketplace and the marketspace
3.4.3 Personalizing and profiling
3.4.4 Targeted marketing
Figure 3.4 The AIDA model
3.4.5 Brand and reputation
3.4.6 Sustainability and the triple bottom line
Figure 3.5 Sustainability and the triple bottom line approach
3.4.7 Importance of existing customers
3.5 Summary
CHAPTER 4 STEP 2: ENGAGE
4 Step 2: Engage.
Table 4.1 The purpose of engaging and fostering relationships
Figure 4.1 Aspects of service value
4.1 Communicating and collaborating
Table 4.2 Three modes of listening and their application in different service management situations
4.1.1 Listening modes
4.1.2 Diversity
4.2 Understanding service relationship types
Table 4.3 Engaging and fostering relationships in different environments
4.2.1 Basic relationship
Table 4.4 Pros and cons for a basic service relationship
4.2.2 Cooperative relationship
Table 4.5 Pros and cons for a cooperative relationship
4.2.3 Partnership
Table 4.6 Pros and cons of a partnership
4.3 Building service relationships
Figure 4.2 The service relationship ladder
Table 4.7 The steps of the service relationship ladder
Table 4.8 Initial engagement activities
4.3.1 Creating an environment that allows relational patternsto emerge
4.3.2 Building and sustaining trust and relationships
Figure 4.3 Three Cs trustworthiness model
Table 4.9 The three Cs model applied to a service relationship
Table 4.10 Relationship management activities
4.3.3 Understanding service provider capabilities
Table 4.11 Understanding the service provider capabilities checklist
4.3.4 Understanding customer needs
Figure 4.4 Example of a value driver framework
Table 4.12 Positive and negative effects of a self-service portal
Table 4.13 Key product and service factors for service customer experience
4.3.5 Assessing mutual readiness and maturity
Table 4.14 Types of assessment in the engage step
Table 4.15 The business provider maturity model
Table 4.16 The service provider and service consumer maturity assessment based on the four dimensions of service management
Table 4.17 Readiness assessment checklist.
Table 4.18 Organizational change readiness assessment checklist
4.4 Managing suppliers and partners
Table 4.19 Relationship management service integrator activities
4.5 Summary
CHAPTER 5 STEP 3: OFFER
5 Step 3: Offer
Table 5.1 The purpose of shaping demand and service offerings
5.1 Managing demand and opportunities
5.1.1 Patterns of business activity
Table 5.2 Example of pattern of business activity for an accounting process
5.1.2 Optimizing capacity
Figure 5.1 Relationship between demand, capacity, and supply
5.1.3 Shaping or smoothing demand
Table 5.3 Examples of adverse side-effects of charging mechanisms
5.1.4 Building the customer business case
Table 5.4 Examples of typical areas of conflict and uncertainty
Table 5.5 Conflicting customer and user priorities and needs
5.1.5 Building the service provider business case
5.2 Specifying and managing customer requirements
5.2.1 Roles and responsibilities
Figure 5.2 The service delivery triangle: the roles involved in transforming needs into requirements
Table 5.6 Examples of service consumer roles and requirement specification scenarios
5.2.2 Managing requirements
5.2.3 Separating the problem from the solution
Table 5.7 A problem specification technique
Table 5.8 Example use of the problem specification technique
5.2.4 Minimum viable product
5.2.5 User stories and story mapping
Figure 5.3 An example of story mapping
Table 5.9 Using epics, features, enablers, and stories to articulate requirements
5.2.6 The MoSCoW method
5.2.7 Weighted shortest job first
Figure 5.4 Cost of delay divided by duration adapted to service management terms
5.3 Designing service offerings and user experience
5.3.1 Lean thinking
Table 5.10 The five Lean principles
5.3.2 Agile product and service development.
5.3.3 User-centred design
5.3.4 Service design thinking
5.3.5 Service blueprinting
Figure 5.5 Example of a service blueprint
5.3.6 Designing for onboarding
Table 5.11 The continual improvement model and the onboarding approach
5.4 Selling and obtaining service offerings
5.4.1 Pricing
Table 5.12 Pricing options
5.4.2 Internal sales
5.4.3 External sales
Table 5.13 Different methods for requesting products and services
5.5 Summary
CHAPTER 6 STEP 4: AGREE
6 Step 4: Agree
Table 6.1 The purpose of aligning expectations and agreeing services
6.1 Agreeing and planning value co-creation
6.1.1 Types of service value drivers
Table 6.2 Examples of value drivers for different types of service offerings
6.1.2 Service interaction method
6.1.3 Inherent and assigned characteristics of services
6.2 Negotiating and agreeing a service
6.2.1 Forms of agreement
6.2.2 Outcome-based agreements
6.2.3 From service consumer needs to agreement
Table 6.3 Examples of differences in service relationship journeys in various circumstances
Figure 6.1 Limitation of agreements: from service consumer needs to agreement
6.2.4 Negotiating and agreeing service utility, warranty,and experience
Table 6.4 Examples of service utility descriptions and metrics
Table 6.5 Examples of warranty requirements and associated metrics
Table 6.6 Examples of experience characteristics and metrics
6.2.5 Negotiating and agreeing other terms and conditions
6.2.6 Standardizing and automating agreements
Table 6.7 Examples of typical agreement actions for services provided to many individual consumers
6.2.7 Applying practices
6.3 Summary
CHAPTER 7 STEP 5: ONBOARD
7 Step 5: Onboard
Table 7.1 The purposes of onboarding and offboarding
7.1 Planning onboarding
7.1.1 Onboarding goals.
7.1.2 Onboarding scope.

ITIL®4 : Drive Stakeholder Value.

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