book

ITIL4 Co-Creating Value in Organizations with ITIL 4

by David Barrow

September 2022

Intermediate to advanced

176 pages

6h 56m

English

TSO (The Stationery Office)

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1.2 Continual improvementFigure 1.1 Continual improvement and the guiding principles
1.6.1 The initial approachFigure 1.2 The initial approach – engaging hearts and minds1.6.2 Delivering your messageFigure 1.3 Delivering a message globally1.6.3 Always learningFigure 1.4 Always learning
Figure 2.1 Business, digital, and IT strategy
Figure 2.2 The ITIL service value system
Table 2.1 The four dimensions of ITILFigure 2.3 The customer journey
Table 2.2 Key guiding principles within this chapter
Table 3.1 Key guiding principle within this chapter
4.1 Organizational governanceFigure 4.1 The COBIT goals cascadeTable 4.1 The four dimensions of ITIL
4.4 Leadership
Table 4.2 Key guiding principles within this chapter
5.1 Engagement
Table 5.1 Key guiding principles within this chapter
6.2 Innovation
Figure 6.1 The customer journey
Figure 6.2 The service relationship modelTable 6.1 Sample service experience NPS measures
Table 6.2 Key guiding principles within this chapter
7.2 Defining the value of knowledge
Table 7.1 Key guiding principles within this chapter
Table 8.1 Key guiding principles within this chapter
9.2 Thinking outside the trenches
Table 9.1 The four dimensions of ITIL
Table 9.2 Adding value to services using the guiding principles
Figure 9.1 A service quality community charterFigure 9.2 The four dimensions of service management
Figure 10.1 The ITIL service value chain
Table 10.1 Sample fragile service health check scoring and RAG statusTable 10.2 Sample fragile service health questions
Table 10.3 Sample fragile service improvements
Table 11.1 ITIL’s guiding principles relevant to ‘one language’

Content preview from ITIL4 Co-Creating Value in Organizations with ITIL 4

8 The value of reporting

Co-creating Value in Organizations with ITIL 4

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Publisher Resources

ISBN: 9780113318438