ITIL 4: Drive Stakeholder Value Reference and Study Guide

Book description

ITIL 4: Drive Stakeholder Value Reference and Study Guide” will benefit IT practitioners who have undertaken ITIL 4 Foundation and wish to continue their journey to achieve ITIL 4 Drive Stakeholder Value, the entire pathway of ITIL 4 Managing professional and want a great, quick and easy way to study and have a source of ongoing reference.

Table of contents

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

Product information

  • Title: ITIL 4: Drive Stakeholder Value Reference and Study Guide
  • Author(s): itSMF UK, AXELO
  • Release date: February 2021
  • Publisher(s): TSO (The Stationery Office)
  • ISBN: None