ITIL®4 : : Drive Stakeholder Value.

• Author: Limited, AXELOS.
• Place / Publishing House: London : : The Stationery Office Ltd,, 2020.; {copy}2020.
• Year of Publication: 2020
• Language: English
• Physical Description: 1 online resource (232 pages)

Table of Contents

• Intro
• ITIL® 4: Drive Stakeholder Value
• Contents
• List of figures
• List of tables
• Foreword
• Preface
• About the ITIL 4 publications
• Figure 0.1 The service value system
• Figure 0.2 The ITIL service value chain
• Table 0.1 The ITIL management practices
• Figure 0.3 The continual improvement model
• Figure 0.4 The four dimensions of service management
• About the ITIL story
• ITIL Foundation recap
• CHAPTER 1 INTRODUCTION
• 1 Introduction
• 1.1 The importance of engagement
• Table 1.1 The steps of the customer journey
• 1.2 Key principles
• 1.2.1 Stakeholders
• Figure 1.1 Sample stakeholder map
• 1.2.2 Service consumers
• Figure 1.2 The three service consumer roles
• 1.2.3 Service relationships
• Figure 1.3 The service relationship model
• Table 1.2 Three fundamental service relationship types
• 1.2.4 Customer journeys
• Table 1.3 Example of a customer journey for resolving an incident
• Figure 1.4 Relationships between value streams and customer journeys
• Figure 1.5 Three aspects of the customer and user experience
• 1.2.5 Visibility
• Figure 1.6 The band of visibility
• 1.2.6 Value
• Figure 1.7 The customer journey and service interaction
• Figure 1.8 Three aspects of service value
• Figure 1.9 Considering outcomes, costs, and risks to achieve value
• 1.2.7 Products and services
• Figure 1.10 How services, service interactions, service offerings, products, and resources are related
• Figure 1.11 Example of a value driver framework
• CHAPTER 2 THE CUSTOMER JOURNEY
• 2 The customer journey
• Table 2.1 The purposes of identifying, understanding, and mastering the customer journey
• 2.1 Stakeholder aspirations
• Figure 2.1 The Disney Institute compass model
• Figure 2.2 The stages involved in designing end-to-end customer journeys and experiences
• 2.2 Touchpoints and service interactions.
• 2.3 Mapping the customer journey
• 2.3.1 Personas
• 2.3.2 Scenarios
• 2.3.3 Customer journey maps
• Figure 2.3 Example of a customer journey map
• 2.3.4 Understanding the customer experience
• Figure 2.4 The Johari window
• 2.4 Designing the customer journey
• 2.4.1 Design thinking
• 2.4.2 Leveraging behavioural psychology
• 2.4.3 Design for different cultures
• Figure 2.5 The eight dimensions of culture
• 2.5 Measuring and improving the customer journey
• 2.6 Summary
• CHAPTER 3 STEP 1: EXPLORE
• 3 Step 1: Explore
• Table 3.1 The purpose of the explore step
• 3.1 Understanding service consumers and their needs
• 3.1.1 Purpose
• Figure 3.1 The 'golden circle'
• Table 3.2 Typical stakeholders
• 3.1.2 External factors
• Table 3.3 Examples of key areas to address in a PESTLE analysis
• 3.1.3 Internal factors
• Table 3.4 Areas and questions to address in an internal assessment
• Figure 3.2 Model SWOT analysis
• 3.1.4 Objectives and opportunities
• Table 3.5 The steps of the ITIL continual improvement model
• 3.1.5 Risks and mitigation
• Table 3.6 Examples of scenario options
• 3.2 Understanding service providers and their offers
• 3.2.1 Industry standards and reference architectures
• 3.3 Understanding markets
• 3.3.1 Market segmentation
• Figure 3.3 Four bases for market segmentation
• 3.3.2 Identifying and analysing service consumers
• 3.4 Targeting markets
• 3.4.1 Value propositions
• 3.4.2 The marketplace and the marketspace
• 3.4.3 Personalizing and profiling
• 3.4.4 Targeted marketing
• Figure 3.4 The AIDA model
• 3.4.5 Brand and reputation
• 3.4.6 Sustainability and the triple bottom line
• Figure 3.5 Sustainability and the triple bottom line approach
• 3.4.7 Importance of existing customers
• 3.5 Summary
• CHAPTER 4 STEP 2: ENGAGE
• 4 Step 2: Engage.
• Table 4.1 The purpose of engaging and fostering relationships
• Figure 4.1 Aspects of service value
• 4.1 Communicating and collaborating
• Table 4.2 Three modes of listening and their application in different service management situations
• 4.1.1 Listening modes
• 4.1.2 Diversity
• 4.2 Understanding service relationship types
• Table 4.3 Engaging and fostering relationships in different environments
• 4.2.1 Basic relationship
• Table 4.4 Pros and cons for a basic service relationship
• 4.2.2 Cooperative relationship
• Table 4.5 Pros and cons for a cooperative relationship
• 4.2.3 Partnership
• Table 4.6 Pros and cons of a partnership
• 4.3 Building service relationships
• Figure 4.2 The service relationship ladder
• Table 4.7 The steps of the service relationship ladder
• Table 4.8 Initial engagement activities
• 4.3.1 Creating an environment that allows relational patternsto emerge
• 4.3.2 Building and sustaining trust and relationships
• Figure 4.3 Three Cs trustworthiness model
• Table 4.9 The three Cs model applied to a service relationship
• Table 4.10 Relationship management activities
• 4.3.3 Understanding service provider capabilities
• Table 4.11 Understanding the service provider capabilities checklist
• 4.3.4 Understanding customer needs
• Figure 4.4 Example of a value driver framework
• Table 4.12 Positive and negative effects of a self-service portal
• Table 4.13 Key product and service factors for service customer experience
• 4.3.5 Assessing mutual readiness and maturity
• Table 4.14 Types of assessment in the engage step
• Table 4.15 The business provider maturity model
• Table 4.16 The service provider and service consumer maturity assessment based on the four dimensions of service management
• Table 4.17 Readiness assessment checklist.
• Table 4.18 Organizational change readiness assessment checklist
• 4.4 Managing suppliers and partners
• Table 4.19 Relationship management service integrator activities
• 4.5 Summary
• CHAPTER 5 STEP 3: OFFER
• 5 Step 3: Offer
• Table 5.1 The purpose of shaping demand and service offerings
• 5.1 Managing demand and opportunities
• 5.1.1 Patterns of business activity
• Table 5.2 Example of pattern of business activity for an accounting process
• 5.1.2 Optimizing capacity
• Figure 5.1 Relationship between demand, capacity, and supply
• 5.1.3 Shaping or smoothing demand
• Table 5.3 Examples of adverse side-effects of charging mechanisms
• 5.1.4 Building the customer business case
• Table 5.4 Examples of typical areas of conflict and uncertainty
• Table 5.5 Conflicting customer and user priorities and needs
• 5.1.5 Building the service provider business case
• 5.2 Specifying and managing customer requirements
• 5.2.1 Roles and responsibilities
• Figure 5.2 The service delivery triangle: the roles involved in transforming needs into requirements
• Table 5.6 Examples of service consumer roles and requirement specification scenarios
• 5.2.2 Managing requirements
• 5.2.3 Separating the problem from the solution
• Table 5.7 A problem specification technique
• Table 5.8 Example use of the problem specification technique
• 5.2.4 Minimum viable product
• 5.2.5 User stories and story mapping
• Figure 5.3 An example of story mapping
• Table 5.9 Using epics, features, enablers, and stories to articulate requirements
• 5.2.6 The MoSCoW method
• 5.2.7 Weighted shortest job first
• Figure 5.4 Cost of delay divided by duration adapted to service management terms
• 5.3 Designing service offerings and user experience
• 5.3.1 Lean thinking
• Table 5.10 The five Lean principles
• 5.3.2 Agile product and service development.
• 5.3.3 User-centred design
• 5.3.4 Service design thinking
• 5.3.5 Service blueprinting
• Figure 5.5 Example of a service blueprint
• 5.3.6 Designing for onboarding
• Table 5.11 The continual improvement model and the onboarding approach
• 5.4 Selling and obtaining service offerings
• 5.4.1 Pricing
• Table 5.12 Pricing options
• 5.4.2 Internal sales
• 5.4.3 External sales
• Table 5.13 Different methods for requesting products and services
• 5.5 Summary
• CHAPTER 6 STEP 4: AGREE
• 6 Step 4: Agree
• Table 6.1 The purpose of aligning expectations and agreeing services
• 6.1 Agreeing and planning value co-creation
• 6.1.1 Types of service value drivers
• Table 6.2 Examples of value drivers for different types of service offerings
• 6.1.2 Service interaction method
• 6.1.3 Inherent and assigned characteristics of services
• 6.2 Negotiating and agreeing a service
• 6.2.1 Forms of agreement
• 6.2.2 Outcome-based agreements
• 6.2.3 From service consumer needs to agreement
• Table 6.3 Examples of differences in service relationship journeys in various circumstances
• Figure 6.1 Limitation of agreements: from service consumer needs to agreement
• 6.2.4 Negotiating and agreeing service utility, warranty,and experience
• Table 6.4 Examples of service utility descriptions and metrics
• Table 6.5 Examples of warranty requirements and associated metrics
• Table 6.6 Examples of experience characteristics and metrics
• 6.2.5 Negotiating and agreeing other terms and conditions
• 6.2.6 Standardizing and automating agreements
• Table 6.7 Examples of typical agreement actions for services provided to many individual consumers
• 6.2.7 Applying practices
• 6.3 Summary
• CHAPTER 7 STEP 5: ONBOARD
• 7 Step 5: Onboard
• Table 7.1 The purposes of onboarding and offboarding
• 7.1 Planning onboarding
• 7.1.1 Onboarding goals.
• 7.1.2 Onboarding scope.