ITILʼ 4 Drive Stakeholder Value (DSV), Your Companion to the ITIL 4 Managing Professional DSV Certification, Claire Agutter
Type
Label
ITILʼ 4 Drive Stakeholder Value (DSV), Your Companion to the ITIL 4 Managing Professional DSV Certification, Claire Agutter
Language
eng
Index
no index present
Literary Form
non fiction
Main title
ITILʼ 4 Drive Stakeholder Value (DSV)
Nature of contents
dictionaries
Oclc number
11298386913
Responsibility statement
Claire Agutter
Sub title
Your Companion to the ITIL 4 Managing Professional DSV Certification
Summary
The majority of this book is based on the official AXELOS ITILʼ 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 provides additional guidance throughout the book
Table Of Contents
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 needsThe 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 relationshipsPlanning 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 managementSample employee biographies -- Further reading