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ITIL® 4 Specialist Drive Stakeholder Value (DSV) Courseware

Paperback Engels 2020 9789401806725
Verkooppositie 5559
Op voorraad | Vandaag voor 21:00 uur besteld, morgen in huis

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ITIL® 4 Specialist Drive Stakeholder Value covers all forms of engagement and interaction between service providers and their customers, users, suppliers and partners.

The ITIL® 4 Specialist Drive Stakeholder Value module drives IT professionals to further interact with their stakeholders and influence and improve the user experience across a much wider framework. This unique module is designed to enhance the careers of digitally experienced candidates, by expanding their knowledge and boosting their existing skillsets in an increasingly digital service economy.

The module touches further upon the customer journey, allowing candidates to shape customer demand, manage relationships and optimise the customer experience. It will also enable candidates to increase stakeholder satisfaction by co-creating value and developing mutually agreed requirements, providing the necessary tools to foster an advantageous culture of collaboration and transparency.

The ITIL® 4 Specialist Drive Stakeholder Value module drives IT professionals to further interact with their stakeholders and influence and improve the user experience across a much wider framework. This unique module is designed to enhance the careers of digitally experienced candidates, by expanding their knowledge and boosting their existing skillsets in an increasingly digital service economy.

Specificaties

ISBN13:9789401806725
Taal:Engels
Bindwijze:paperback
Aantal pagina's:250
Druk:1
Hoofdrubriek:IT-management / ICT

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Inhoudsopgave

Reflection 7
Agenda 9

ITIL 4: Drive Stakeholder Value (DSV) 13
ITIL 4: Foundation Recap 15
Summary & Practice Questions 22
The Customer Journey 26
Summary & Practice Questions 42
The Customer Journey – Step 1: Explore 44
Summary & Practice Questions 56
The Customer Journey – Step 2: Engage 59
Summary & Practice Questions 75
The Customer Journey – Step 3: Offer 78
Summary & Practice Questions 98
The Customer Journey – Step 4: Agree 103
Summary & Practice Questions 110
The Customer Journey – Step 5: Onboard 113
Summary & Practice Questions 127
The Customer Journey – Step 6: Co-Create 131
Summary & Practice Questions 143
The Customer Journey – Step 7: Realize 147
Summary & Practice Questions 160
ITIL Management Practices 163
Practice Questions 189
Conclusion and Exam Preparation 191
Sample paper 1 195
Sample paper 1 Question Booklet 195
Sample paper 1 Answers and Rationale 210

Glossary 239
Syllabus 248

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        ITIL® 4 Specialist Drive Stakeholder Value (DSV) Courseware