ITIL 4 : Drive Stakeholder Value Reference and Study Guide.
| Main Author: | |
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| Format: | eBook |
| Language: | English |
| Published: |
London :
The Stationery Office Ltd,
2021.
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| Subjects: | |
| Online Access: | Click to View |
Table of Contents:
- Intro
- Copyright Page
- Contents
- Foreword
- Acknowledgements
- About this guide
- 1. Introduction
- 2. Customer journeys
- 2.1: Co-creating service value through customer journeys
- 2.2: Designing and improving customer journeys
- 3. Step 1: Explore - understand markets and stakeholders
- 3.1: Customer needs and impacting factors
- 3.2: Identifying service providers and value propositions
- 3.3: Market characteristics
- 3.4: Marketing activities and techniques
- 4. Step 2: Engage - foster relationships
- 4.1: Communication and collaboration
- 4.2: Service relationship types
- 4.3: Customer relationships and engagement
- 4.4: Relationship management practice
- 4.5: Supplier management practice
- 5. Step 3: Offer - shape demand and service offerings
- 5.1: Managing demand and opportunities
- 5.2: Specifying and managing customer requirements
- 5.3: Designing digital services
- 5.4: Selling and obtaining services
- 5.5: Business analysis practice
- 6. Step 4: Agree - align expectations and agree service
- 6.1: Plan for value co-creation
- 6.2: Negotiate and agree service levels
- 6.3: Service level management practice
- 7. Step 5: Onboard - get on board or leave the journey
- 7.1: Planning onboarding
- 7.2: Fostering user relationships
- 7.3: User engagement and delivery channels
- 7.4: Enabling users for service
- 7.5: Elevating mutual capabilities
- 7.6: Offboarding
- 7.7: Service catalogue management practice
- 7.8: Service desk practice
- 8. Step 6: Co-create - provide and consume
- 8.1: A service mindset
- 8.2: Provisioning user services
- 8.3: Requesting services
- 8.4: Triaging requests
- 8.5: Customer and user feedback
- 8.6: User communities
- 8.7: Service request management practice
- 9. Step 7: Realize - capture value and improve
- 9.1: Realizing service value.
- 9.2: Tracking service value
- 9.3: Assessing and reporting service value
- 9.4: Evaluating service value
- 9.5: Realizing value for the service provider
- 9.6: Portfolio management practice
- 10. Taking the DSV examination
- 10.1: Purpose of the ITIL 4 DSV qualification
- 10.2: Examination overview
- 10.3: Question type examples
- 10.4: Examination modalities
- 11. The ITIL 4 certification scheme
- 11.1: ITIL Foundation
- 11.2: ITIL Managing Professional stream
- 11.3: ITIL Strategic Leader stream
- 11.4: ITIL Master
- 11.5: ITIL and the T-shaped individual
- 12. ITIL 4: Drive Stakeholder Value syllabus
- References
- Further information.