ITIL® 4 Drive Stakeholder Value (DSV) : Your Companion to the ITIL 4 Managing Professional DSV Certification
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Format
Language
English
ISBN
9781787783546, 1787783545, 9781787783539, 1787783537, 1787783529, 9781787783522
UPC
9781787783539
Notes
Description
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.
Local note
O'Reilly O'Reilly Online Learning: Academic/Public Library Edition
Table of Contents
Cover
Title
Copyright
About the Author
Contents
Introduction
How to use this book
Chapter 1: The customer journey
Value streams and customer journeys
Customer journey design
Customer journey key concepts
Designing and improving the customer journey
Chapter 2: Targeting markets and stakeholders
Understanding markets
Market segmentation
Targeting markets
Understanding customers and service providers
Chapter 3: Fostering stakeholder relationships
Supplier and partner relationships
Customer relationships
Analysing customer needs
The relationship management practice
The supplier management practice
Chapter 4: How to shape demand and define service offerings
Designing digital service experiences
Approaches for selling and obtaining service offerings
Managing demand and opportunities
Managing requirements
The business analysis practice
Chapter 5: How to align expectations and agree service details
Value co-creation, negotiations and agreement
The service level management practice
Chapter 6: Onboarding and offboarding
Onboarding, offboarding and user relationships
Planning onboarding and offboarding, user engagement
The service catalogue management practice
The service desk practice
Chapter 7: Continual value co-creation
Fostering a service mindset
Service request and provision
The service request management practice
Chapter 8: Realising and validating service value
Service and value measurement and validation
The portfolio management practice
Chapter 9: Exam preparation
Appendix A: Banksbest case study
Company overview
Company structure
Future plans
IT services
IT department
IT service management
Sample employee biographies
Further reading
Subjects
LC Subjects
Other Subjects
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Citations
APA Citation, 7th Edition (style guide)
Agutter, C. (2022). ITIL® 4 Drive Stakeholder Value (DSV): Your Companion to the ITIL 4 Managing Professional DSV Certification . IT Governance Ltd.
Chicago / Turabian - Author Date Citation, 17th Edition (style guide)Agutter, Claire. 2022. ITIL® 4 Drive Stakeholder Value (DSV): Your Companion to the ITIL 4 Managing Professional DSV Certification. Ely: IT Governance Ltd.
Chicago / Turabian - Humanities (Notes and Bibliography) Citation, 17th Edition (style guide)Agutter, Claire. ITIL® 4 Drive Stakeholder Value (DSV): Your Companion to the ITIL 4 Managing Professional DSV Certification Ely: IT Governance Ltd, 2022.
Harvard Citation (style guide)Agutter, C. (2022). ITIL® 4 drive stakeholder value (DSV): your companion to the ITIL 4 managing professional DSV certification. Ely: IT Governance Ltd.
MLA Citation, 9th Edition (style guide)Agutter, Claire. ITIL® 4 Drive Stakeholder Value (DSV): Your Companion to the ITIL 4 Managing Professional DSV Certification IT Governance Ltd, 2022.
Note! Citations contain only title, author, edition, publisher, and year published. Citations should be used as a guideline and should be double checked for accuracy. Citation formats are based on standards as of August 2021.
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Grouped Work ID
5c2fe927-0324-1daa-4089-ee5679e11d5c-eng
Grouping Information
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| Full title | itil 4 drive stakeholder value dsv your companion to the itil 4 managing professional dsv certification |
| Author | agutter claire |
| Grouping Category | book |
| Last Update | 2025-01-24 12:33:29PM |
| Last Indexed | 2025-05-22 03:18:00AM |
Book Cover Information
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| First Loaded | Jun 22, 2024 |
| Last Used | May 21, 2025 |
Marc Record
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| 505 | 0 | |a Cover -- Title -- Copyright -- About the Author -- Contents -- Introduction -- How to use this book -- Chapter 1: The customer journey -- Value streams and customer journeys -- Customer journey design -- Customer journey key concepts -- Designing and improving the customer journey -- Chapter 2: Targeting markets and stakeholders -- Understanding markets -- Market segmentation -- Targeting markets -- Understanding customers and service providers -- Chapter 3: Fostering stakeholder relationships -- Supplier and partner relationships -- Customer relationships -- Analysing customer needs | |
| 505 | 8 | |a The relationship management practice -- The supplier management practice -- Chapter 4: How to shape demand and define service offerings -- Designing digital service experiences -- Approaches for selling and obtaining service offerings -- Managing demand and opportunities -- Managing requirements -- The business analysis practice -- Chapter 5: How to align expectations and agree service details -- Value co-creation, negotiations and agreement -- The service level management practice -- Chapter 6: Onboarding and offboarding -- Onboarding, offboarding and user relationships | |
| 505 | 8 | |a Planning onboarding and offboarding, user engagement -- The service catalogue management practice -- The service desk practice -- Chapter 7: Continual value co-creation -- Fostering a service mindset -- Service request and provision -- The service request management practice -- Chapter 8: Realising and validating service value -- Service and value measurement and validation -- The portfolio management practice -- Chapter 9: Exam preparation -- Appendix A: Banksbest case study -- Company overview -- Company structure -- Future plans -- IT services -- IT department -- IT service management | |
| 505 | 8 | |a Sample employee biographies -- Further reading | |
| 520 | |a 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. | ||
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