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List of figures and tables
Abbreviations and glossary
1. OVERVIEW OF THE FIELD
Introduction to IT service management
Introduction to change management
2. THE CHANGE MANAGER ROLE
Which came first, the change or the change manager?
Purpose of the change manager role
Responsibilities, knowledge, skills and behaviours
Context of the role
Portrait of a change manager
3. CHANGE MANAGER ACTIVITIES
Change management process
And the cycle begins again...
4. METHODS AND TECHNIQUES
Request for change
Change Advisory Board