1 - Foreword [Seite 6]
2 - Acknowledgements [Seite 12]
3 - Introduction [Seite 19]
4 - Chapter 1 Trends, visions and analysis of ITSM market [Seite 22]
4.1 - 1.1 Introduction [Seite 24]
4.2 - 1.2 Topics and trends in ITSM [Seite 26]
4.3 - 1.3 Whose service is it anyway? [Seite 30]
4.4 - 1.4 The next ROI frontier - The IT service lifecycle (ITIL V3) [Seite 34]
4.5 - 1.5 Integrate project and IT service management for better quality of IT services [Seite 38]
4.6 - 1.6 IT service management certification and standardization [Seite 42]
4.7 - 1.7 IT and business misalignment - A cure [Seite 44]
4.8 - 1.8 How will the relevance and importance of IT service management change over the next five years? [Seite 48]
4.9 - 1.9 Visions of the future: The IT Swami's seven visions of the future of ITIL [Seite 52]
4.10 - 1.10 How might our best practice evolve? [Seite 56]
4.11 - 1.11 Improved governance must deliver value from IT [Seite 60]
5 - Chapter 2 Governance [Seite 64]
5.1 - 2.1 Introduction [Seite 66]
5.2 - 2.2 Best practices in IT governance and alignment [Seite 68]
5.3 - 2.3 Shop Floor IT governance [Seite 78]
5.4 - 2.4 A new paradigm for IT governance in the Extended Enterprise [Seite 86]
5.5 - 2.5 Future-proof compliance: Fact or fable? [Seite 104]
5.6 - 2.6 Does ROI matter? Insights in the true business value of IT [Seite 116]
5.7 - 2.7 Managing IT chains in large organizations: A transition process [Seite 136]
6 - Chapter 3 Demand, portfolio and sourcing [Seite 158]
6.1 - 3.1 Introduction [Seite 160]
6.2 - 3.2 Demand on demand [Seite 164]
6.3 - 3.3 The art of Business Service Management: A rebellious service portfolio practice [Seite 178]
6.4 - 3.4 Next generation IT performance management [Seite 194]
6.5 - 3.5 Outsourcing: To be, or not to be in control, that is the question [Seite 212]
6.6 - 3.6 Business Service Orchestration: Delivering single-source performance in a multi-source world [Seite 234]
7 - Chapter 4 Awareness and implementation [Seite 248]
7.1 - 4.1 Introduction [Seite 250]
7.2 - 4.2 Using simulations to increase the success of your ITSM initiative [Seite 252]
7.3 - 4.3 Applying the five disciplines of the learning organization to ITIL [Seite 268]
7.4 - 4.4 ABC of ICT V3 [Seite 282]
8 - Chapter 5 Organization [Seite 314]
8.1 - 5.1 Introduction [Seite 316]
8.2 - 5.2 Out of one silo and into another [Seite 318]
8.3 - 5.3 The Process Management Matrix (PMM), variations in process management [Seite 334]
8.4 - 5.4 Improving the IT organization using the team model (MOF) [Seite 350]
9 - Chapter 6 Modeling [Seite 366]
9.1 - 6.1 Introduction [Seite 368]
9.2 - 6.2 Rapidly designing detailed IT processes [Seite 370]
9.3 - 6.3 Functions and processes in IT management [Seite 390]
10 - Chapter 7 Processes [Seite 412]
10.1 - 7.1 Introduction [Seite 414]
10.2 - 7.2 Integrating configuration management into existing processes [Seite 416]
10.3 - 7.3 Bringing wisdom to ITSM with the Service Knowledge Management System [Seite 436]
10.4 - 7.4 Starting right with the service portfolio & service catalog in the information age [Seite 446]
10.5 - 7.5 Service catalog management - Best practices and practical advice [Seite 462]
10.6 - 7.6 Request fulfillment - Ten best practices for managing IT service requests [Seite 476]
10.7 - 7.7 The unclear relationship between change, release and project management [Seite 488]
11 - Chapter 8 Standards and frameworks [Seite 508]
11.1 - 8.1 Introduction [Seite 510]
11.2 - 8.2 ISO/IEC 20000: The compass to guide your path in the best practice universe [Seite 512]
11.3 - 8.3 The Viable Services Model: Service quality, service interdependence and service completeness [Seite 536]
11.4 - 8.4 Bridging the gap between business and technology [Seite 556]
11.5 - 8.5 The Application Services Library, adapted to the IT-services world of the future [Seite 572]
12 - Chapter 9 Metrics [Seite 588]
12.1 - 9.1 Introduction [Seite 590]
12.2 - 9.2 How to implement metrics for IT service management [Seite 592]
12.3 - 9.3 The itSMF benchmark [Seite 616]
12.4 - 9.4 Selecting business-relevant metrics [Seite 628]
12.5 - 9.5 The power of Six Sigma for ITIL Continual Service Improvement [Seite 638]
13 - Chapter 10 Indexes [Seite 652]
13.1 - 10.1 Titles [Seite 654]
13.2 - 10.2 Authors [Seite 656]
