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ITIL® 4. reference and study guide / Drive stakeholder value :
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...
| Clasificación: | Libro Electrónico |
|---|---|
| Autor Corporativo: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Norwich, United Kingdom :
TSO (The Stationery Office), part of Williams Lea,
[2021]
|
| Temas: | |
| Acceso en línea: | Texto completo |
MARC
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| 245 | 0 | 0 | |a ITIL® 4. |p Drive stakeholder value : |b reference and study guide / |c Axelos. |
| 246 | 3 | |a ITIL 4: Drive stakeholder value : |b reference and study guide | |
| 246 | 3 | 0 | |a Drive stakeholder value |
| 264 | 1 | |a Norwich, United Kingdom : |b TSO (The Stationery Office), part of Williams Lea, |c [2021] | |
| 264 | 4 | |c ©2021 | |
| 300 | |a 1 online resource (80 p.) : |b color illustrations | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
| 520 | |a 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. | ||
| 505 | 0 | |a 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. | |
| 505 | 8 | |a 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. | |
| 590 | |a ProQuest Ebook Central |b Ebook Central Academic Complete | ||
| 650 | 0 | |a ITIL (Information technology management standard) |x Examinations |v Study guides. | |
| 650 | 0 | |a Information technology |x Management |x Examinations |v Study guides. | |
| 650 | 0 | |a Electronic data processing personnel |x Certification |v Study guides. | |
| 650 | 6 | |a ITIL (Norme) |x Examens |v Guides de l'étudiant. | |
| 650 | 6 | |a Technologie de l'information |x Gestion |x Examens |v Guides de l'étudiant. | |
| 650 | 7 | |a Electronic data processing personnel |x Certification |2 fast | |
| 655 | 7 | |a Study guides |2 fast | |
| 710 | 2 | |a AXELOS Limited. | |
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| 856 | 4 | 0 | |u https://ebookcentral.uam.elogim.com/lib/uam-ebooks/detail.action?docID=6717004 |z Texto completo |
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