Cover image for ITIL® 4 Drive Stakeholder Value (DSV) - Your companion to the ITIL 4 Managing Professional DSV certification

ITIL® 4 Drive Stakeholder Value (DSV) - Your companion to the ITIL 4 Managing Professional DSV certification

Author Claire Agutter
Release Date: 2022/02/01
ISBN: 9781787783539
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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 provides additional guidance throughout the book.

Table of Contents

  1. Cover
  2. Title
  3. Copyright
  4. About the Author
  5. Contents
  6. Introduction
    1. How to use this book
  7. Chapter 1: The customer journey
    1. Value streams and customer journeys
    2. Customer journey design
    3. Customer journey key concepts
    4. Designing and improving the customer journey
  8. Chapter 2: Targeting markets and stakeholders
    1. Understanding markets
    2. Market segmentation
    3. Targeting markets
    4. Understanding customers and service providers
  9. Chapter 3: Fostering stakeholder relationships
    1. Supplier and partner relationships
    2. Customer relationships
    3. Analysing customer needs
    4. The relationship management practice
    5. The supplier management practice
  10. Chapter 4: How to shape demand and define service offerings
    1. Designing digital service experiences
    2. Approaches for selling and obtaining service offerings
    3. Managing demand and opportunities
    4. Managing requirements
    5. The business analysis practice
  11. Chapter 5: How to align expectations and agree service details
    1. Value co-creation, negotiations and agreement
    2. The service level management practice
  12. Chapter 6: Onboarding and offboarding
    1. Onboarding, offboarding and user relationships
    2. Planning onboarding and offboarding, user engagement
    3. The service catalogue management practice
    4. The service desk practice
  13. Chapter 7: Continual value co-creation
    1. Fostering a service mindset
    2. Service request and provision
    3. The service request management practice
  14. Chapter 8: Realising and validating service value
    1. Service and value measurement and validation
    2. The portfolio management practice
  15. Chapter 9: Exam preparation
  16. Appendix A: Banksbest case study
    1. Company overview
    2. Company structure
    3. Future plans
    4. IT services
    5. IT department
    6. IT service management
    7. Sample employee biographies
  17. Further reading
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