ITIL® 4 Drive Stakeholder Value (DSV) : Your Companion to the ITIL 4 Managing Professional DSV Certification /

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The majority of this book is based on the official AXELOS ITIL® 4: Drive Stakeholder Value publication and the associated Drive Stakeholder Value MP syllabus. It provides students with the information they need to pass the DSV exam. In addition to being an essential study aid, the author also provid...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Agutter, Claire
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Ely : IT Governance Ltd, 2022.
Temas:
ITIL (Information technology management standard) > Examinations > Study guides.
Information technology > Management > Examinations > Study guides.
Information technology projects > Management > Examinations > Study guides.
ITIL (Norme) > Examens > Guides de l'étudiant.
Technologie de l'information > Gestion > Examens > Guides de l'étudiant.
Projets de technologie de l'information > Gestion > Examens > Guides de l'étudiant.
examination study guides.
Study guides
Study guides.
Guides de l'étudiant.
Acceso en línea:Texto completo
Tabla de Contenidos:
  • Cover
  • Title
  • Copyright
  • About the Author
  • Contents
  • Introduction
  • How to use this book
  • Chapter 1: The customer journey
  • Value streams and customer journeys
  • Customer journey design
  • Customer journey key concepts
  • Designing and improving the customer journey
  • Chapter 2: Targeting markets and stakeholders
  • Understanding markets
  • Market segmentation
  • Targeting markets
  • Understanding customers and service providers
  • Chapter 3: Fostering stakeholder relationships
  • Supplier and partner relationships
  • Customer relationships
  • Analysing customer needs
  • The relationship management practice
  • The supplier management practice
  • Chapter 4: How to shape demand and define service offerings
  • Designing digital service experiences
  • Approaches for selling and obtaining service offerings
  • Managing demand and opportunities
  • Managing requirements
  • The business analysis practice
  • Chapter 5: How to align expectations and agree service details
  • Value co-creation, negotiations and agreement
  • The service level management practice
  • Chapter 6: Onboarding and offboarding
  • Onboarding, offboarding and user relationships
  • Planning onboarding and offboarding, user engagement
  • The service catalogue management practice
  • The service desk practice
  • Chapter 7: Continual value co-creation
  • Fostering a service mindset
  • Service request and provision
  • The service request management practice
  • Chapter 8: Realising and validating service value
  • Service and value measurement and validation
  • The portfolio management practice
  • Chapter 9: Exam preparation
  • Appendix A: Banksbest case study
  • Company overview
  • Company structure
  • Future plans
  • IT services
  • IT department
  • IT service management
  • Sample employee biographies
  • Further reading

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