February 2022
Intermediate to advanced
270 pages
3h 32m
English
book
ITIL® 4 Drive Stakeholder Value (DSV) - Your companion to the ITIL 4 Managing Professional DSV certification
by Claire Agutter
Content preview from ITIL® 4 Drive Stakeholder Value (DSV) - Your companion to the ITIL 4 Managing Professional DSV certificationBecome an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
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CHAPTER 5: HOW TO ALIGN EXPECTATIONS AND AGREE SERVICE DETAILS
This chapter is focused on step 4 of the customer journey: agree.
Key topics include:
• How to plan for value co-creation;
• How to negotiate and agree service utility, warranty and experience; and
• How the service level management practice contributes to service expectation management.
The agree step aligns expectations and ensures a shared view of the service scope and quality between provider and consumer. Agree may include contractual agreement with involvement from stakeholders including legal and procurement teams. Agreed targets will be reviewed over time as the service evolves and customer needs change.
Table 33 shows more information on the purpose of aligning expectations ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.