SECTION 1: OVERVIEW
1 What is service management?
SECTION 2: THE SERVICE LIFECYCLE
2 Service strategy
3 Service design
4 Service transition
5 Service operation
6 Continual service improvement
SECTION 3: THE PROCESSES AND FUNCTIONS
7 IT financial management
8 Demand management
9 Service portfolio management
10 Service catalogue management
11 Service level management
12 Supplier management
13 Capacity management
14 Availability management
15 Service continuity management
16 Information security management and access management
17 Knowledge management
18 Service asset and configuration management
19 Change management
20 Release and deployment
21 The service desk
22 Request fulfilment
23 Incident management
24 Problem management
25 IT operations management
26 Event management
27 Application management
28 Technical management
29 The seven-step improvement process
SECTION 4: MEASUREMENT AND METRICS, AND THE DEMING CYCLE
30 Measurement and metrics
31 The Deming Cycle
APPENDIX