ITIL® 4 Drive Stakeholder Value (DSV) If you’ve achieved your ITIL 4 Foundation certificate, you’re probably planning the next stage in your ITIL journey and deciding which qualification to work towards. ITIL 4 DSV provides essential knowledge and capabilities for service management professionals, focusing on the engagements between a service provider and its customers, users, suppliers and partners, and how demand is converted into value via IT-enabled services. DSV is one of the ITIL 4 advanced level modules that leads to the MP (Managing Professional) certification. The module is aimed at managers and aspiring managers at all levels, providing them with the practical skills to build effective relationships across the SVS. An excellent supplement to any ITIL 4 DSV training course The majority of this book is based on the official AXELOS ITIL® 4: Drive Stakeholder Value publication and the associated Drive Stakeholder Value Managing Professional syllabus. It provides students with the information they need to pass the DSV exam, and help them become a successful practitioner. This book is suitable for ITIL v3 Experts, ITIL 4 MP students, ITSM (IT service management) practitioners who are adopting ITIL 4, approved training organisations, IT service managers, IT managers and those in IT support roles. The guide focuses on: The customer journey; Fostering stakeholder relationships; How to: shape demand and define service offerings, and align expectations and agree service details; Onboarding and offboarding; Continual value co-creation; Realising and validating service value; and Exam preparation. A useful tool throughout your career In addition to being an essential study aid, the author — a seasoned ITSM professional — also provides additional guidance throughout the book, which you can lean on once your training and exam are over. The book includes her own practical experience, from which she gives advice, and points to think about along the way, so that you can refer back to this book for years to come – long after you’ve passed your exam. ITIL® is a registered trade mark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

• 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