ITIL® 4. reference and study guide / Drive stakeholder value :

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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...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor Corporativo: AXELOS Limited
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Norwich, United Kingdom : TSO (The Stationery Office), part of Williams Lea, [2021]
Temas:
ITIL (Information technology management standard) > Examinations > Study guides.
Information technology > Management > Examinations > Study guides.
Electronic data processing personnel > Certification > Study guides.
ITIL (Norme) > Examens > Guides de l'étudiant.
Technologie de l'information > Gestion > Examens > Guides de l'étudiant.
Electronic data processing personnel > Certification
Study guides
Acceso en línea:Texto completo
Tabla de Contenidos:
  • 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.

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