ITIL 4 Drive Stakeholder Value - [2020, EPUB, ENG]

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