1 - Dedication [Seite Dedication]
- 4 [Seite 4]
2 - Acknowledgements [Seite 5]
3 - Contents [Seite 6]
4 - In Memoriam [Seite 9]
5 - Foreword [Seite 10]
6 - The Cast of characters [Seite 12]
7 - Introduction [Seite 14]
8 - 1 If you want to get anywhere don't start from here... [Seite 16]
8.1 - 1.1. ITIL-- origins [Seite 18]
8.2 - 1.2 The Creation of today's **** [Seite 20]
8.3 - 1.3 **** and Upgrades [Seite 22]
9 - 2 Get on with it ..... What about Upgrading Best Practice? [Seite 24]
10 - 3 The Development Stage [Seite 30]
10.1 - 3.1 Development Stage 1: Defining a standard glossary [Seite 32]
10.2 - 3.2 Development Stage 2: Quality Process -- Plan Do Check Act [Seite 36]
10.3 - 3.3 Development Stage 3: Chief Architects Prayer [Seite 37]
11 - 4 Drafting the Upgrade [Seite 40]
11.1 - 4.1 Process for Defining the Upgrade [Seite 42]
12 - 5 Release of Draft for Review [Seite 44]
12.1 - 5.1 Feedback stage [Seite 46]
13 - 6 Final V3 Release and Publication [Seite 48]
13.1 - 6.1 Blockbusters!! [Seite 50]
14 - 7 Preparing the V3 Release for Market [Seite 54]
14.1 - 7.1 Industry verticals [Seite 56]
14.2 - 7.2 Documentation Release for Industry Sectors [Seite 60]
15 - Annexes - a.k.a. the redundant bits [Seite 64]
15.1 - Appendix A: Not-**** Foundation Examination - Test Questions [Seite 66]
15.2 - Appendix B: Other standards and frameworks [Seite 70]
15.3 - Appendix C: Communications planning [Seite 72]
15.4 - Appendix D: Terminology [Seite 74]
15.5 - Appendix E: The Adams families [Seite 76]
16 - Other titles recommended by the IT Service Management from Hell series: [Seite 80]
17 - PMS Group [Seite 83]
