Cover image for ITIL 4 Drive Stakeholder Value

ITIL 4 Drive Stakeholder Value

Author AXELOS
Release Date: 2020/02/01
Topic:
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Book Description

Part of the Managing Professional series, this publication provides higher-level guidance, following ITIL 4 Foundation. It is ideal for IT professionals who are focussed on the customer journey and experience, or responsible for external relationships. This publication helps you understand the Drive Stakeholder Value module towards Managing Professional, as well as provide daily expert reference guidance for day-to-day problems.

Table of Contents

  1. Copyright Page
  2. Contents
  3. List of figures
  4. List of tables
  5. Foreword
  6. Preface
  7. About the ITIL 4 publications
  8. About the ITIL story
  9. ITIL Foundation recap
  10. Chapter 1: Introduction
    1. 1.1 The importance of engagement
    2. 1.2 Key principles
  11. Chapter 2: The customer journey
    1. 2.1 Stakeholder aspirations
    2. 2.2 Touchpoints and service interactions
    3. 2.3 Mapping the customer journey
    4. 2.4 Designing the customer journey
    5. 2.5 Measuring and improving the customer journey
    6. 2.6 Summary
  12. Chapter 3: Step 1: Explore
    1. 3.1 Understanding service consumers and their needs
    2. 3.2 Understanding service providers and their offers
    3. 3.3 Understanding markets
    4. 3.4 Targeting markets
    5. 3.5 Summary
  13. Chapter 4: Step 2: Engage
    1. 4.1 Communicating and collaborating
    2. 4.2 Understanding service relationship types
    3. 4.3 Building service relationships
    4. 4.4 Managing suppliers and partners
    5. 4.5 Summary
  14. Chapter 5: Step 3: Offer
    1. 5.1 Managing demand and opportunities
    2. 5.2 Specifying and managing customer requirements
    3. 5.3 Designing service offerings and user experience
    4. 5.4 Selling and obtaining service offerings
    5. 5.5 Summary
  15. Chapter 6: Step 4: Agree
    1. 6.1 Agreeing and planning value co-creation
    2. 6.2 Negotiating and agreeing a service
    3. 6.3 Summary
  16. Chapter 7: Step 5: Onboard
    1. 7.1 Planning onboarding
    2. 7.2 Relating to users and fostering relationships
    3. 7.3 Providing user engagement and delivery channels
    4. 7.4 Enabling users for services
    5. 7.5 Elevating mutual capabilities
    6. 7.6 Offboarding customers and users
    7. 7.7 Summary
  17. Chapter 8: Step 6: Co-create
    1. 8.1 Fostering a service mindset
    2. 8.2 Ongoing service interactions
    3. 8.3 Nurturing user communities
    4. 8.4 Summary
  18. Chapter 9: Step 7: Realize
    1. 9.1 Realizing service value in different settings
    2. 9.2 Tracking value realization
    3. 9.3 Assessing and reporting value realization
    4. 9.4 Evaluating value realization and improving customer journeys
    5. 9.5 Realizing value for the service provider
    6. 9.6 Summary
  19. Chapter 10: Conclusion
  20. End note: The ITIL story
  21. Further research
  22. Glossary
  23. Acknowledgements
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