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.

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Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2022. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.