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Table of Contents
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.
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.