Index

A

Access Management, 124

AI (Acquire and Implement), 15

appendices, service agreements, 172

assurances, business integrity, 43-45

ATMs, out of service example, 2-4

audits, service agreements, 172

availability, ITSPs, 63

B

balance, partner compass, 114

BIA (Business Impact Analysis), 42

budgets, 130, 144

Business Impact Analysis (BIA), 42

business management, customer roles, 120

Business Relationship Manager, 122

business services, 39

defining, 29-33

business transformations, 145-146

business units covered, service contracts, 91

business value creation, ITIL, 21

business view, agreed upon objectives, 89

C

capacity, 99

ITSPs, 64

Capacity and Availability Managers, 124

capitalizing on strengths, 5

change advisory board members, customer roles, ...

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