IT Service Management, 3rd Edition

CONTENTS

List of figures and tables

Authors

Abbreviations

Glossary

Useful websites

Preface

Introduction

SECTION 1: OVERVIEW

1. WHAT IS SERVICE MANAGEMENT?

Introduction

‘Best practice’ versus ‘good practice’

The ITIL framework

The ITIL core

Complementary material

Related material

The ITIL service management model

Key concepts

SECTION 2: THE SERVICE LIFECYCLE

2. SERVICE STRATEGY

Introduction

Governance

Risk

Key processes

IT service provider types

The four Ps of strategy

Service management as a strategic asset

Developing strategy for specific services

Service assets

Value

Automating service management processes

3. SERVICE DESIGN

Introduction

Why service design?

The five major aspects of service design

Objectives of service design

The service ...