Copyright -- CONTENTS -- LIST OF FIGURES AND TABLES -- AUTHORS -- ABBREVIATIONS -- GLOSSARY -- USEFUL WEBSITES -- PREFACE -- INTRODUCTION -- SECTION 1: OVERVIEW -- 1 WHAT IS SERVICE MANAGEMENT? -- INTRODUCTION -- 'BEST PRACTICE' VERSUS 'GOOD PRACTICE' -- THE ITIL FRAMEWORK -- THE ITIL CORE -- COMPLEMENTRAY MATERIAL -- RELATED MATERIAL -- THE ITIL SERVICE MANAGEMENT MODEL -- KEY CONCEPTS -- TEST QUESTIONS FOR CHAPTER 1 -- SECTION 2: THE SERVICE LIFECYCLE -- 2 SERVICE STRATEGY -- INTRODUCTION -- GOVERNANCE -- RISK -- KEY PROCESSES -- IT SERVICE PROVIDER TYPES -- THE FOUR Ps OF STRATEGY -- SERVICE MANAGEMENT AS A STRATEGIC ASSET -- DEVELOPING STRATEGY FOR SPECIFIC SERVICES -- SERVICE ASSETS -- VALUE -- AUTOMATING SERVICE MANAGEMENT PROCESSES -- TEST QUESTIONS FOR CHAPTER 2 -- 3 SERVICE DESIGN -- INTRODUCTION -- WHY SERVICE DESIGN? -- THE FIVE MAJOR ASPECTS OF SERVICE DESIGN -- OBJECTIVES OF SERVICE DESIGN -- THE SERVICE DESIGN PACKAGE -- TEST QUESTIONS FOR CHAPTER 3 -- 4 SERVICE TRANSITION -- INTRODUCTION -- PURPOSE AND OBJECTIVES -- PROCESS OBJECTIVES AND VALUE -- CHALLENGES -- ROLES -- TEST QUESTIONS FOR CHAPTER 4 -- 5 SERVICE OPERATION -- INTRODUCTION -- PURPOSE AND OBJECTIVES -- THE VALUE OF SERVICE OPERATION -- KEY ACTIVITIES AND FUNCTIONS -- SELF HELP -- TEST QUESTIONS FOR CHAPTER 5 -- 6 CONTINUAL SERVICE IMPROVEMENT -- INTRODUCTION -- PURPOSE AND OBJECTIVES -- KEY PRINCIPLES -- TEST QUESTIONS FOR CHAPTER 6 -- TEST QUESTIONS FOR SECTION 2 -- SECTION 3: THE PROCESSES AND FUNCTIONS -- 7 BUSINESS RELATIONSHIP MANAGEMENT -- INTRODUCTION AND SCOPE -- PURPOSE AND OBJECTIVES -- GENERAL PRINCIPLES -- KEY ACTIVITIES -- RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES -- METRICS -- ROLES -- TEST QUESTIONS FOR CHAPTER 7 -- 8 FINANCIAL MANAGEMENT FOR IT SERVICES -- INTRODUCTION AND SCOPE -- PURPOSE AND OBJECTIVES -- ACTIVITIES AND CONCEPTS.

RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES -- TEST QUESTIONS FOR CHAPTER 8 -- 9 DEMAND MANAGEMENT -- INTRODUCTION AND SCOPE -- PURPOSE AND OBJECTIVES -- UNDERSTANDING DEMAND FLUCTUATIONS -- ATTEMPTING TO REDUCE PEAK DEMANDS -- PATTERNS OF BUSINESS ACTIVITY -- USER PROFILES -- THE BENEFITS OF DEMAND MANAGEMENT -- RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES -- METRICS -- ROLES -- TEST QUESTIONS FOR CHAPTER 9 -- 10 SERVICE PORTFOLIO MANAGEMENT -- INTRODUCTION AND SCOPE -- PURPOSE AND OBJECTIVES -- SERVICE PORTFOLIO COMPONENTS -- KEY ACTIVITIES -- RENEWING THE PORTFOLIO -- RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES -- TEST QUESTIONS FOR CHAPTER 10 -- 11 DESIGN COORDINATION -- INTRODUCTION AND SCOPE -- PURPOSE AND OBJECTIVES -- BASIC CONCEPTS -- ACTIVITIES -- CHALLENGES -- RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES -- METRICS -- ROLES -- TEST QUESTION FOR CHAPTER 11 -- 12 SERVICE CATALOGUE MANAGEMENT -- INTRODUCTION AND SCOPE -- PURPOSE AND OBJECTIVES -- KEY ACTIVITIES -- RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES -- ROLES -- TEST QUESTIONS FOR CHAPTER 12 -- 13 SERVICE LEVEL MANAGEMENT -- INTRODUCTION AND SCOPE -- PURPOSE AND OBJECTIVES -- BASIC CONCEPTS -- SERVICE LEVEL AGREEMENTS -- RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES -- METRICS -- ROLES -- TEST QUESTIONS FOR CHAPTER 13 -- 14 SUPPLIER MANAGEMENT -- INTRODUCTION AND SCOPE -- PURPOSE AND OBJECTIVES -- GENERAL PRINCIPLES -- CATEGORISING SUPPLIERS -- KEY ACTIVITIES -- THE SUPPLIER AND CONTRACT MANAGEMENT INFORMATION SYSTEM (SCMIS) -- RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES -- ROLES -- TEST QUESTIONS FOR CHAPTER 14 -- 15 CAPACITY MANAGEMENT -- INTRODUCTION AND SCOPE -- PURPOSE AND OBJECTIVES -- THE CAPACITY PLAN -- THE THREE SUB-PROCESSES OF CAPACITY MANAGEMENT -- RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES.

METRICS -- ROLES -- TEST QUESTIONS FOR CHAPTER 15 -- 16 AVAILABILITY MANAGEMENT -- INTRODUCTION AND SCOPE -- PURPOSE AND OBJECTIVES -- VITAL BUSINESS FUNCTIONS -- HOW COMPONENT AVAILABILITY AFFECTS SERVICE AVAILABILITY -- PROACTIVE AVAILABILITY MANAGEMENT TECHNIQUES -- REACTIVE AVAILABILITY MANAGEMENT -- RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES -- METRICS -- ROLES -- KEY PERFORMANCE INDICATORS -- TEST QUESTIONS FOR CHAPTER 16 -- 17 IT SERVICE CONTINUITY MANAGEMENT -- INTRODUCTION AND SCOPE -- PURPOSE AND OBJECTIVES -- KEY ACTIVITIES -- RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES -- METRICS -- ROLES -- TEST QUESTIONS FOR CHAPTER 17 -- 18 INFORMATION SECURITY MANAGEMENT AND ACCESS MANAGEMENT -- INTRODUCTION AND SCOPE -- PURPOSE AND OBJECTIVES -- THE INFORMATION SECURITY POLICY -- THE INFORMATION SECURITY MANAGEMENT SYSTEM -- ACCESS MANAGEMENT -- FACILITIES MANAGEMENT - THE CONTROL OF PHYSICAL ACCESS -- RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES -- METRICS -- ROLES -- TEST QUESTIONS FOR CHAPTER 18 -- 19 TRANSITION PLANNING AND SUPPORT -- INTRODUCTION AND SCOPE -- PURPOSE, OBJECTIVES AND VALUE -- KEY ACTIVITIES -- RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES -- METRICS -- TEST QUESTIONS FOR CHAPTER 19 -- 20 KNOWLEDGE MANAGEMENT -- INTRODUCTION AND SCOPE -- PURPOSE AND OBJECTIVES -- KEY ACTIVITIES -- ACTIVITIES, METHODS AND TECHNIQUES -- CHALLENGES -- RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES -- METRICS -- ROLES -- TEST QUESTIONS FOR CHAPTER 20 -- 21 SERVICE ASSET AND CONFIGURATION MANAGEMENT -- INTRODUCTION AND SCOPE -- PURPOSE AND OBJECTIVES -- BASIC CONCEPTS -- CONFIGURATION BASELINE -- ACTIVITIES -- CHALLENGES -- RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES -- METRICS -- ROLES -- TEST QUESTIONS FOR CHAPTER 21 -- 22 CHANGE MANAGEMENT -- INTRODUCTION AND SCOPE -- PURPOSE AND OBJECTIVES.

BASIC CONCEPTS -- ACTIVITIES -- CHANGE PROPOSALS -- CHALLENGES -- RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES -- METRICS -- ROLES -- TEST QUESTIONS FOR CHAPTER 22 -- 23 RELEASE AND DEPLOYMENT MANAGEMENT -- INTRODUCTION AND SCOPE -- PURPOSE AND OBJECTIVES -- BASIC CONCEPTS -- ACTIVITIES, METHODS AND TECHNIQUES -- CHALLENGES -- RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES -- METRICS -- ROLES -- TEST QUESTIONS FOR CHAPTER 23 -- 24 THE SERVICE DESK -- INTRODUCTION AND SCOPE -- PURPOSE AND OBJECTIVES -- BASIC CONCEPTS -- KEY ACTIVITIES -- RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES -- METRICS -- ROLES -- CHALLENGES -- TEST QUESTIONS FOR CHAPTER 24 -- 25 REQUEST FULFILMENT -- INTRODUCTION AND SCOPE -- PURPOSE AND OBJECTIVES -- KEY ACTIVITIES -- REQUEST MODELS -- RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES -- TEST QUESTIONS FOR CHAPTER 25 -- 26 INCIDENT MANAGEMENT -- INTRODUCTION AND SCOPE -- PURPOSE AND OBJECTIVES -- BASIC CONCEPTS -- KEY ACTIVITIES -- RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES -- METRICS -- ROLES -- CHALLENGES -- TEST QUESTIONS FOR CHAPTER 26 -- 27 PROBLEM MANAGEMENT -- INTRODUCTION AND SCOPE -- PURPOSE AND OBJECTIVES -- BASIC CONCEPTS -- KEY ACTIVITIES -- PROACTIVE PROBLEM MANAGEMENT -- RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES -- METRICS -- ROLES -- CHALLENGES -- TEST QUESTIONS FOR CHAPTER 27 -- 28 IT OPERATIONS MANAGEMENT -- INTRODUCTION AND SCOPE -- PURPOSE AND OBJECTIVES -- KEY ACTIVITIES -- RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT FUNCTIONS -- TEST QUESTIONS FOR CHAPTER 28 -- 29 EVENT MANAGEMENT -- INTRODUCTION AND SCOPE -- PURPOSE AND OBJECTIVES -- KEY ACTIVITIES -- RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES -- TEST QUESTIONS FOR CHAPTER 29 -- 30 APPLICATION MANAGEMENT -- INTRODUCTION AND SCOPE -- PURPOSE AND OBJECTIVES.

RELATIONSHIP BETWEEN APPLICATION MANAGEMENT AND APPLICATION DEVELOPMENT -- KEY ACTIVITIES -- RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT FUNCTIONS -- 31 TECHNICAL MANAGEMENT -- INTRODUCTION AND SCOPE -- PURPOSE AND OBJECTIVES -- KEY ACTIVITIES -- RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT FUNCTIONS -- 32 THE SEVEN-STEP IMPROVEMENT PROCESS -- INTRODUCTION AND SCOPE -- PURPOSE AND OBJECTIVES -- ACTIVITIES, METHODS AND TECHNIQUES -- ROLES -- TEST QUESTION FOR CHAPTER 32 -- SECTION 4: MEASUREMENT, METRICS AND THE DEMING CYCLE -- 33 MEASUREMENT AND METRICS -- INTRODUCTION -- KEY PERFORMANCE INDICATORS AND METRICS -- USING METRICS AND KPIS TO IMPROVE PERFORMANCE -- METRICS IN REPORTS -- TEST QUESTIONS FOR CHAPTER 33 -- 34 THE DEMING CYCLE -- INTRODUCTION -- PURPOSE AND OBJECTIVES -- KEY ACTIVITIES -- RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES -- TEST QUESTIONS FOR CHAPTER 34 -- APPENDIX -- INTRODUCTION -- EXAM TECHNIQUES -- INDEX -- Back Cover.