ITIL 4 : Drive Stakeholder Value Reference and Study Guide.
(eBook)

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Published
London : The Stationery Office Ltd, 2021.
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eBook
ISBN
9780113318025
Physical Desc
1 online resource (80 pages)
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English

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Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2023. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.

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Citations

APA Citation, 7th Edition (style guide)

Limited, A. (2021). ITIL 4: Drive Stakeholder Value Reference and Study Guide . The Stationery Office Ltd.

Chicago / Turabian - Author Date Citation, 17th Edition (style guide)

Limited, AXELOS. 2021. ITIL 4: Drive Stakeholder Value Reference and Study Guide. The Stationery Office Ltd.

Chicago / Turabian - Humanities (Notes and Bibliography) Citation, 17th Edition (style guide)

Limited, AXELOS. ITIL 4: Drive Stakeholder Value Reference and Study Guide The Stationery Office Ltd, 2021.

MLA Citation, 9th Edition (style guide)

Limited, AXELOS. ITIL 4: Drive Stakeholder Value Reference and Study Guide The Stationery Office Ltd, 2021.

Note! Citations contain only title, author, edition, publisher, and year published. Citations should be used as a guideline and should be double checked for accuracy. Citation formats are based on standards as of August 2021.

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2c4def47-67b1-7366-6d04-3fca1671f27d-eng
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Grouped Work ID2c4def47-67b1-7366-6d04-3fca1671f27d-eng
Full titleitil 4 drive stakeholder value reference and study guide
Authorlimited axelos
Grouping Categorybook
Last Update2023-03-28 17:59:37PM
Last Indexed2024-03-29 02:00:59AM

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First LoadedMay 31, 2023
Last UsedApr 12, 2024

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First DetectedMar 28, 2023 06:06:45 PM
Last File Modification TimeMar 28, 2023 06:06:45 PM

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5050 |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.
5058 |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.
588 |a Description based on publisher supplied metadata and other sources.
590 |a Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2023. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.
650 0|a Electronic data processing personnel--Certification.
650 0|a Electronic data processing personnel--Certification--Study guides.
655 4|a Electronic books.
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