The book explores the essential practices and strategies for driving stakeholder value, focusing on the ITIL® 4 framework. It begins with an in-depth analysis of the customer journey, including how to design and improve value streams, ensuring customer satisfaction and service quality. The book moves into targeting markets and stakeholders, offering methods for market segmentation and defining strategies for better customer engagement.

In subsequent chapters, the book delves into building strong relationships with both suppliers and customers, a cornerstone of service management success. The exploration of service offerings and demand management provides actionable insights into shaping and delivering services that meet customer needs and expectations. The process of aligning expectations through value co-creation and service agreements also becomes a focus, preparing readers to manage all stages of the service lifecycle effectively.

With detailed discussions on onboarding and offboarding, continual value co-creation, and service value measurement, the book provides a holistic approach to creating sustainable value for all stakeholders. This text is invaluable for professionals seeking to understand and apply ITIL® 4’s principles in real-world scenarios.

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Spis treści

ITIL(R) 4 Drive Stakeholder Value (DSV). Your companion to the ITIL® 4 Managing Professional DSV certification eBook -- spis treści

• 1. The Customer Journey
• 2. Targeting Markets and Stakeholders
• 3. Fostering Stakeholder Relationships
• 4. How to Shape Demand and Define Service Offerings
• 5. How to Align Expectations and Agree Service Details
• 6. Onboarding and Offboarding
• 7. Continual Value Co-Creation
• 8. Realising and Validating Service Value
• 9. Exam Preparation