ITIL�4 : (Record no. 305603)
[ view plain ]
| 000 -LEADER | |
|---|---|
| fixed length control field | 11029nam a22004693i 4500 |
| 001 - CONTROL NUMBER | |
| control field | EBC6118240 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20240122001209.0 |
| 006 - FIXED-LENGTH DATA ELEMENTS--ADDITIONAL MATERIAL CHARACTERISTICS | |
| fixed length control field | m o d | |
| 007 - PHYSICAL DESCRIPTION FIXED FIELD--GENERAL INFORMATION | |
| fixed length control field | cr cnu|||||||| |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 231124s2020 xx o ||||0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9780113316373 |
| Qualifying information | (electronic bk.) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| Canceled/invalid ISBN | 9780113316366 |
| 035 ## - SYSTEM CONTROL NUMBER | |
| System control number | (MiAaPQ)EBC6118240 |
| 035 ## - SYSTEM CONTROL NUMBER | |
| System control number | (Au-PeEL)EBL6118240 |
| 035 ## - SYSTEM CONTROL NUMBER | |
| System control number | (OCoLC)1139912580 |
| 040 ## - CATALOGING SOURCE | |
| Original cataloging agency | MiAaPQ |
| Language of cataloging | eng |
| Description conventions | rda |
| -- | pn |
| Transcribing agency | MiAaPQ |
| Modifying agency | MiAaPQ |
| 050 #4 - LIBRARY OF CONGRESS CALL NUMBER | |
| Classification number | T58.64 |
| 082 0# - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.40380760000005 |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Limited, AXELOS. |
| 245 10 - TITLE STATEMENT | |
| Title | ITIL�4 : |
| Remainder of title | Drive Stakeholder Value. |
| 264 #1 - PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE, AND COPYRIGHT NOTICE | |
| Place of production, publication, distribution, manufacture | London : |
| Name of producer, publisher, distributor, manufacturer | The Stationery Office Ltd, |
| Date of production, publication, distribution, manufacture, or copyright notice | 2020. |
| 264 #4 - PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE, AND COPYRIGHT NOTICE | |
| Date of production, publication, distribution, manufacture, or copyright notice | {copy}2020. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 1 online resource (232 pages) |
| 336 ## - CONTENT TYPE | |
| Content type term | text |
| Content type code | txt |
| Source | rdacontent |
| 337 ## - MEDIA TYPE | |
| Media type term | computer |
| Media type code | c |
| Source | rdamedia |
| 338 ## - CARRIER TYPE | |
| Carrier type term | online resource |
| Carrier type code | cr |
| Source | rdacarrier |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Intro -- ITIL� 4: Drive Stakeholder Value -- Contents -- List of figures -- List of tables -- Foreword -- Preface -- About the ITIL 4 publications -- Figure 0.1 The service value system -- Figure 0.2 The ITIL service value chain -- Table 0.1 The ITIL management practices -- Figure 0.3 The continual improvement model -- Figure 0.4 The four dimensions of service management -- About the ITIL story -- ITIL Foundation recap -- CHAPTER 1 INTRODUCTION -- 1 Introduction -- 1.1 The importance of engagement -- Table 1.1 The steps of the customer journey -- 1.2 Key principles -- 1.2.1 Stakeholders -- Figure 1.1 Sample stakeholder map -- 1.2.2 Service consumers -- Figure 1.2 The three service consumer roles -- 1.2.3 Service relationships -- Figure 1.3 The service relationship model -- Table 1.2 Three fundamental service relationship types -- 1.2.4 Customer journeys -- Table 1.3 Example of a customer journey for resolving an incident -- Figure 1.4 Relationships between value streams and customer journeys -- Figure 1.5 Three aspects of the customer and user experience -- 1.2.5 Visibility -- Figure 1.6 The band of visibility -- 1.2.6 Value -- 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 -- 1.2.7 Products and services -- Figure 1.10 How services, service interactions, service offerings, products, and resources are related -- Figure 1.11 Example of a value driver framework -- CHAPTER 2 THE CUSTOMER JOURNEY -- 2 The customer journey -- Table 2.1 The purposes of identifying, understanding, and mastering the customer journey -- 2.1 Stakeholder aspirations -- Figure 2.1 The Disney Institute compass model -- Figure 2.2 The stages involved in designing end-to-end customer journeys and experiences -- 2.2 Touchpoints and service interactions. |
| 505 8# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | 2.3 Mapping the customer journey -- 2.3.1 Personas -- 2.3.2 Scenarios -- 2.3.3 Customer journey maps -- Figure 2.3 Example of a customer journey map -- 2.3.4 Understanding the customer experience -- Figure 2.4 The Johari window -- 2.4 Designing the customer journey -- 2.4.1 Design thinking -- 2.4.2 Leveraging behavioural psychology -- 2.4.3 Design for different cultures -- Figure 2.5 The eight dimensions of culture -- 2.5 Measuring and improving the customer journey -- 2.6 Summary -- CHAPTER 3 STEP 1: EXPLORE -- 3 Step 1: Explore -- Table 3.1 The purpose of the explore step -- 3.1 Understanding service consumers and their needs -- 3.1.1 Purpose -- Figure 3.1 The 'golden circle' -- Table 3.2 Typical stakeholders -- 3.1.2 External factors -- Table 3.3 Examples of key areas to address in a PESTLE analysis -- 3.1.3 Internal factors -- Table 3.4 Areas and questions to address in an internal assessment -- Figure 3.2 Model SWOT analysis -- 3.1.4 Objectives and opportunities -- Table 3.5 The steps of the ITIL continual improvement model -- 3.1.5 Risks and mitigation -- Table 3.6 Examples of scenario options -- 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 -- Figure 3.3 Four bases for 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 -- Figure 3.4 The AIDA model -- 3.4.5 Brand and reputation -- 3.4.6 Sustainability and the triple bottom line -- Figure 3.5 Sustainability and the triple bottom line approach -- 3.4.7 Importance of existing customers -- 3.5 Summary -- CHAPTER 4 STEP 2: ENGAGE -- 4 Step 2: Engage. |
| 505 8# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Table 4.1 The purpose of engaging and fostering relationships -- Figure 4.1 Aspects of service value -- 4.1 Communicating and collaborating -- Table 4.2 Three modes of listening and their application in different service management situations -- 4.1.1 Listening modes -- 4.1.2 Diversity -- 4.2 Understanding service relationship types -- Table 4.3 Engaging and fostering relationships in different environments -- 4.2.1 Basic relationship -- Table 4.4 Pros and cons for a basic service relationship -- 4.2.2 Cooperative relationship -- Table 4.5 Pros and cons for a cooperative relationship -- 4.2.3 Partnership -- Table 4.6 Pros and cons of a partnership -- 4.3 Building service relationships -- Figure 4.2 The service relationship ladder -- Table 4.7 The steps of the service relationship ladder -- Table 4.8 Initial engagement activities -- 4.3.1 Creating an environment that allows relational patternsto emerge -- 4.3.2 Building and sustaining trust and relationships -- Figure 4.3 Three Cs trustworthiness model -- Table 4.9 The three Cs model applied to a service relationship -- Table 4.10 Relationship management activities -- 4.3.3 Understanding service provider capabilities -- Table 4.11 Understanding the service provider capabilities checklist -- 4.3.4 Understanding customer needs -- Figure 4.4 Example of a value driver framework -- Table 4.12 Positive and negative effects of a self-service portal -- Table 4.13 Key product and service factors for service customer experience -- 4.3.5 Assessing mutual readiness and maturity -- 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. |
| 505 8# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Table 4.18 Organizational change readiness assessment checklist -- 4.4 Managing suppliers and partners -- Table 4.19 Relationship management service integrator activities -- 4.5 Summary -- CHAPTER 5 STEP 3: OFFER -- 5 Step 3: Offer -- Table 5.1 The purpose of shaping demand and service offerings -- 5.1 Managing demand and opportunities -- 5.1.1 Patterns of business activity -- Table 5.2 Example of pattern of business activity for an accounting process -- 5.1.2 Optimizing capacity -- Figure 5.1 Relationship between demand, capacity, and supply -- 5.1.3 Shaping or smoothing demand -- Table 5.3 Examples of adverse side-effects of charging mechanisms -- 5.1.4 Building the customer business case -- Table 5.4 Examples of typical areas of conflict and uncertainty -- Table 5.5 Conflicting customer and user priorities and needs -- 5.1.5 Building the service provider business case -- 5.2 Specifying and managing customer requirements -- 5.2.1 Roles and responsibilities -- Figure 5.2 The service delivery triangle: the roles involved in transforming needs into requirements -- Table 5.6 Examples of service consumer roles and requirement specification scenarios -- 5.2.2 Managing requirements -- 5.2.3 Separating the problem from the solution -- Table 5.7 A problem specification technique -- Table 5.8 Example use of the problem specification technique -- 5.2.4 Minimum viable product -- 5.2.5 User stories and story mapping -- Figure 5.3 An example of story mapping -- Table 5.9 Using epics, features, enablers, and stories to articulate requirements -- 5.2.6 The MoSCoW method -- 5.2.7 Weighted shortest job first -- Figure 5.4 Cost of delay divided by duration adapted to service management terms -- 5.3 Designing service offerings and user experience -- 5.3.1 Lean thinking -- Table 5.10 The five Lean principles -- 5.3.2 Agile product and service development. |
| 505 8# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | 5.3.3 User-centred design -- 5.3.4 Service design thinking -- 5.3.5 Service blueprinting -- Figure 5.5 Example of a service blueprint -- 5.3.6 Designing for onboarding -- Table 5.11 The continual improvement model and the onboarding approach -- 5.4 Selling and obtaining service offerings -- 5.4.1 Pricing -- Table 5.12 Pricing options -- 5.4.2 Internal sales -- 5.4.3 External sales -- Table 5.13 Different methods for requesting products and services -- 5.5 Summary -- CHAPTER 6 STEP 4: AGREE -- 6 Step 4: Agree -- Table 6.1 The purpose of aligning expectations and agreeing services -- 6.1 Agreeing and planning value co-creation -- 6.1.1 Types of service value drivers -- Table 6.2 Examples of value drivers for different types of service offerings -- 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 -- Table 6.3 Examples of differences in service relationship journeys in various circumstances -- Figure 6.1 Limitation of agreements: from service consumer needs to agreement -- 6.2.4 Negotiating and agreeing service utility, warranty,and experience -- 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 -- 6.2.5 Negotiating and agreeing other terms and conditions -- 6.2.6 Standardizing and automating agreements -- Table 6.7 Examples of typical agreement actions for services provided to many individual consumers -- 6.2.7 Applying practices -- 6.3 Summary -- CHAPTER 7 STEP 5: ONBOARD -- 7 Step 5: Onboard -- Table 7.1 The purposes of onboarding and offboarding -- 7.1 Planning onboarding -- 7.1.1 Onboarding goals. |
| 505 8# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | 7.1.2 Onboarding scope. |
| 588 ## - SOURCE OF DESCRIPTION NOTE | |
| Source of description note | Description based on publisher supplied metadata and other sources. |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2023. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | ITIL (Information technology management standard)--Examinations--Study guides. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Information technology--Management--Examinations--Study guides. |
| 655 #4 - INDEX TERM--GENRE/FORM | |
| Genre/form data or focus term | Electronic books. |
| 776 08 - ADDITIONAL PHYSICAL FORM ENTRY | |
| Relationship information | Print version: |
| Main entry heading | Limited, AXELOS |
| Title | ITIL�4: Drive Stakeholder Value |
| Place, publisher, and date of publication | London : The Stationery Office Ltd,c2020 |
| International Standard Book Number | 9780113316366 |
| 797 2# - LOCAL ADDED ENTRY--CORPORATE NAME (RLIN) | |
| Corporate name or jurisdiction name as entry element | ProQuest (Firm) |
| 856 40 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="https://ebookcentral.proquest.com/lib/bacm-ebooks/detail.action?docID=6118240">https://ebookcentral.proquest.com/lib/bacm-ebooks/detail.action?docID=6118240</a> |
| Public note | Click to View |
No items available.