Introduction
Transform your organization for today's digital enterprises
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What you should know
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1. Core Principles of Agile Service Management
Stakeholders and their stakes
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Typical stakeholders of our organization
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Understanding stakeholders
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Stakeholder journeys and experiences
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Stakeholder touchpoints
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Organization, brand, and offering touchpoints
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Configuration of organizations, brands, and offerings
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Functionality and qualities
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Availability-related qualities
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Trustworthiness-related qualities
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Usability and likeability-related qualities
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Adaptability-related qualities
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Agile service management assumptions and principles
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2. Stakeholder Touchpoint Guides and Constraints
Context, influencers, insights, and your North Star
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Agile principles and constrainers
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Settings, channels, and devices
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3. Stakeholder Touchpoint Enablers
Resources drawn on at stakeholder touchpoints
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Capabilities that support good stakeholder experience
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4. An Agile Service Management Operating Model
Agile stakeholder experience system
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Visible management system, stakeholder experiences
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Develop and transition
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Promote
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Deliver
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Support
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Improve
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Conclusion
Next steps with agile service management
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Ex_Files_Agile_Service_Mgmt.zip
(57 KB)