INTRODUCTION
Background
Why this book
Organizations
Differences with previous editions
Structure of the book
How to use this book
PART 1: THE ITIL SERVICE LIFECYCLE
Introduction to the Service Lifecycle
Introduction to ITIL
IT Governance
Organizational maturity
Benefits and risks of ITSM frameworks
Service Lifecycle: concept and overview
Lifecycle phase: Service strategy
Lifecycle phase: Service design
Lifecycle phase: Service transition
Lifecycle phase: Service operation
Lifecycle phase: Continual service improvement
PART 2: FUNCTIONS AND PROCESSES
Introduction to Functions and Processes
Introduction
Management of processes
Teams, roles and positions in ITSM
Tools used in ITSM
Communication in IT service organizations
Culture
Processes, projects, programs and portfolios
Functions and processes in the lifecycle phases
Functions and Processes in Service Strategy
Financial Management
Service Portfolio Management (SPM)
Demand Management
Functions and Processes in Service Design
Service Catalogue Management
Service Level Management
Capacity Management
Availability Management
IT Service Continuity Management
Information Security Management
Supplier Management
Functions and Processes in Service Transition
Transition Planning and Support
Change Management
Service Asset and Configuration Management
Release and Deployment Management
Service Validation and Testing
Evaluation
Knowledge Management
Functions and Processes in Service Operation
Event Management
Incident Management
Request Fulfilment
Problem Management
Access Management
Monitoring and Control
IT Operations
Service Desk
Functions and Processes in Continual Service Improvement
CSI Improvement Process
Service Reporting
