دانلود کتاب ITIL® 4 Managing Professional Drive Stakeholder Value

فهرست مطالب :

ITIL® 4: Drive Stakeholder Value ITIL® 4: Drive Stakeholder Value Contents List of figures Figure 0.1 The service value system Figure 0.2 The ITIL service value chain Figure 1.1 Sample stakeholder map Figure 1.2 The three service consumer roles Figure 1.3 The service relationship model Figure 1.4 Relationships between value streams and customer journeys Figure 1.5 Three aspects of the customer and user experience Figure 1.6 The band of visibility 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 Figure 1.10 How services, service interactions, service offerings, products, and resources are related Figure 1.11 Example of a value driver framework Figure 2.2 The stages involved in designing end-to-end customer journeys and experiences Figure 2.3 Example of a customer journey map Figure 2.4 The Johari window Figure 2.5 The eight dimensions of culture Figure 3.1 The golden circle Figure 3.2 Model SWOT analysis Figure 3.3 Four bases for market segmentation Figure 3.4 The AIDA model Figure 3.5 Sustainability and the triple bottom line approach Figure 4.1 Aspects of service value Figure 4.2 The service relationship ladder Figure 4.3 Three Cs trustworthiness model Figure 4.4 Example of a value driver framework Figure 5.1 Relationship between demand, capacity, and supply Figure 5.2 The service delivery triangle: the roles involved in transforming needs into requirements Figure 5.3 An example of story mapping Figure 5.4 Cost of delay divided by duration adapted to service management terms Figure 5.5 Example of a service blueprint Figure 6.1 Limitation of agreements: from service consumer needs to agreement Figure 7.1 Seamless user journey with omnichannel management Figure 8.1 Types of service technology encounters Figure 9.1 ITIL planning and evaluation model Figure 9.2 The service profit chain Figure 10.1 The generic customer journey List of tables Table 0.1 The ITIL management practices Table 1.1 The steps of the customer journey Table 1.2 Three fundamental service relationship types Table 1.3 Example of a customer journey for resolving an incident Table 2.1 The purposes of identifying, understanding, and mastering the customer journey Table 3.1 The purpose of the Explore step Table 3.2 Typical stakeholders Table 3.3 Examples of key areas to address in a PESTLE analysis Table 3.4 Areas and questions to address in an internal assessment Table 3.5 The steps of the ITIL continual improvement model Table 3.6 Examples of scenario options Table 4.1 The purpose of engaging and fostering relationships Table 4.2 Three modes of listening and their application in different service management situations Table 4.3 Engaging and fostering relationships in different environments Table 4.4 Pros and cons for a basic service relationship Table 4.5 Pros and cons for a cooperative relationship Table 4.6 Pros and cons of a partnership Table 4.7 The steps of the service relationship ladder Table 4.8 Initial engagement activities Table 4.9 The three Cs model applied to a service relationship Table 4.10 Relationship management activities Table 4.11 Understanding the service provider capabilities checklist Table 4.12 Positive and negative effects of a self-service portal Table 4.13 Key product and service factors for service customer experience 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 Table 4.19 Relationship management service integrator activities Table 5.1 The purpose of shaping demand and service offerings Table 5.2 Example of pattern of business activity for an accounting process Table 5.3 Examples of adverse side-effects of charging mechanisms Table 5.4 Examples of typical areas of conflict and uncertainty Table 5.5 Conflicting customer and user priorities and needs Table 5.6 Examples of service consumer roles and requirement specification scenarios Table 5.7 A problem specification technique Table 5.8 Example use of the problem specification technique Table 5.9 Using epics, features, enablers, and stories to articulate requirements Table 5.10 The five Lean principles Table 5.11 The continual improvement model and the onboarding approach Table 5.12 Pricing options Table 5.13 Different methods for requesting products and services Table 6.1 The purpose of aligning expectations and agreeing services Table 6.2 Examples of value drivers for different types of service offerings Table 6.3 Examples of differences in service relationship journeys in various circumstances 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 Table 6.7 Examples of typical agreement actions for services provided to many individual consumers Table 7.1 The purposes of onboarding and offboarding Table 7.2 Examples of consumer resources to onboard Table 7.3 Examples of service provider, service consumer, and supplier/partner onboarding actions Table 7.4 Examples of user onboarding actions Table 7.5 Examples of approaches to onboarding control Table 7.6 Relationship management with individual service consumers Table 7.7 Examples of omnichannel challenges that have to be considered by service providers Table 7.8 Examples of service providers and customers using the ITIL guiding principles to improve user capabilities Table 7.9 Examples of provider switching actions Table 8.1 The purpose of service provision and consumption Table 8.2 Service mindset in a service provider organization Table 8.3 Service mindset in a service consumer organization Table 8.4 User queries: triage criteria and key practices involved in their processing Table 8.5 Challenges and solutions for continual customer and user feedback Table 9.1 The purpose of value capturing and customer journey improvement Table 9.2 Tracking, assessing, and evaluating value realization in different types of service relationships Table 9.3 Levels of value realization tracking Table 9.4 Tracking service experience and satisfaction Table 9.5 Two levels of assessing and reporting on value realization Table 9.6 Evaluating and improving services and customer journeys Foreword Preface About the ITIL 4 publications About the ITIL story Meet the Axle employees ITIL Foundation recap CHAPTER 1: INTRODUCTION 1 Introduction 1.1 The importance of engagement 1.2 Key principles 1.2.1 Stakeholders 1.2.2 Service consumers 1.2.3 Service relationships 1.2.4 Customer journeys 1.2.5 Visibility 1.2.6 Value 1.2.7 Products and services CHAPTER 2: THE CUSTOMER JOURNEY 2 The customer journey 2.1 Stakeholder aspirations 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 2.3.4 Understanding the customer experience 2.4 Designing the customer journey 2.4.1 Design thinking 2.4.2 Leveraging behavioural psychology 2.4.3 Design for different cultures 2.5 Measuring and improving the customer journey 2.6 Summary CHAPTER 3: EXPLORE 3 Step 1: Explore 3.1 Understanding service consumers and their needs 3.1.1 Purpose 3.1.2 External factors 3.1.3 Internal factors 3.1.4 Objectives and opportunities 3.1.5 Risks and mitigation 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 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 3.4.5 Brand and reputation 3.4.6 Sustainability and the triple bottom line 3.4.7 Importance of existing customers 3.5 Summary CHAPTER 4: ENGAGE 4 Step 2: Engage 4.1 Communicating and collaborating 4.1.1 Listening modes 4.1.2 Diversity 4.2 Understanding service relationship types 4.2.1 Basic relationship 4.2.2 Cooperative relationship 4.2.3 Partnership 4.3 Building service relationships 4.3.1 Creating an environment that allows relational patterns to emerge 4.3.2 Building and sustaining trust and relationships 4.3.3 Understanding service provider capabilities 4.3.4 Understanding customer needs 4.3.5 Assessing mutual readiness and maturity 4.4 Managing suppliers and partners 4.5 Summary CHAPTER 5: OFFER 5 Step 3: Offer 5.1 Managing demand and opportunities 5.1.1 Patterns of business activity 5.1.2 Optimizing capacity 5.1.3 Shaping or smoothing demand 5.1.4 Building the customer business case 5.1.5 Building the service provider business case 5.2 Specifying and managing customer requirements 5.2.1 Roles and responsibilities 5.2.2 Managing requirements 5.2.3 Separating the problem from the solution 5.2.4 Minimum viable product 5.2.5 User stories and story mapping 5.2.6 The MoSCoW method 5.2.7 Weighted shortest job first 5.3 Designing service offerings and user experience 5.3.1 Lean thinking 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 5.3.6 Designing for onboarding 5.4 Selling and obtaining service offerings 5.4.1 Pricing 5.4.2 Internal sales 5.4.3 External sales 5.5 Summary CHAPTER 6: AGREE 6 Step 4: Agree 6.1 Agreeing and planning value co-creation 6.1.1 Types of service value drivers 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 6.2.4 Negotiating and agreeing service utility, warranty, and experience 6.2.5 Negotiating and agreeing other terms and conditions 6.2.6 Standardizing and automating agreements 6.2.7 Applying practices 6.3 Summary CHAPTER 7: ONBOARD 7 Step 5: Onboard 7.1 Planning onboarding 7.1.1 Onboarding goals 7.1.2 Onboarding scope 7.1.3 Onboarding customer and users: onboarding actions 7.1.4 Onboarding control 7.2 Relating to users and fostering relationships 7.2.1 Fostering relationships with corporate 7.2.2 Fostering relationship with individual consumers 7.3 Providing user engagement and delivery 7.4 Enabling users for services 7.5 Elevating mutual capabilities 7.6 Off boarding customers and users 7.6.1 Customer offboarding 7.6.2 User offboarding 7.7 Summary CHAPTER 8: CO-CREATE 8 Step 6: Co-create 8.1 Fostering a service mindset 8.1.1 Service mindset for service provision 8.1.2 Services with ‘invisible’ users’ 8.1.3 Service mindset for service consumption 8.2 Ongoing service interactions 8.2.1 Service requests 8.2.2 Service desk interactions 8.2.3 When things go wrong 8.2.4 Moments of truth 8.2.5 Intelligent disobedience 8.2.6 Customer and user feedback 8.3 Nurturing user communities 8.3.1 Super-users 8.4 Summary CHAPTER 9: REALIZE 9 Step 7: Realize 9.1 Realizing service value in different settings 9.2 Tracking value realization 9.2.1 Tracking performance, output, and outcom 9.2.2 Tracking experience and satisfaction 9.2.3 Tracking service usage 9.3 Assessing and reporting value realization 9.4 Evaluating value realization and improving customer journeys 9.4.1 Evaluation and verification 9.4.2 Continual improvement 9.5 Realizing value for the service provider 9.5.1 Tracking, assessing, and evaluating outcomes 9.5.2 Tracking, assessing, and evaluating costs 9.5.3 Tracking, assessing, and evaluating risks and compliance 9.5.4 Charging and billing 9.5.5 Portfolio management 9.6 Summary CHAPTER 10: CONCLUSION 10 Conclusion END NOTE: THE ITIL STORY End note: The ITIL story FURTHER RESEARCH Further research GLOSSARY Glossary ACKNOWLEDGEMENTS Acknowledgements INDEX Index