FOREWORD -- PREFACE -- ABOUT THE AUTHOR -- ACKNOWLEDGEMENTS -- CONTENTS -- INTRODUCTION -- CHAPTER 1: INTRODUCTION TO ISO/IEC 20000 -- What are the benefits of implementing and certifying according to ISO/IEC 20000? -- CHAPTER 2: SERVICE QUALITY AND ISO/IEC 20000 -- What is quality? -- CHAPTER 3: THE ISO/IEC 20000 FAMILY AND EMERGING RELATED STANDARDS -- ISO/IEC 20000-1:2011 -- ISO/IEC 20000-2:2012 -- ISO/IEC 20000-3:2012 -- ISO/IEC TR 20000-4:2010 -- ISO/IEC TR 20000-5:2010 -- ISO/IEC 20000-7 -- ISO/IEC 20000-10 -- ISO/IEC 20000-11 -- ISO/IEC 15504-8:2010 -- ISO/IEC 90006 -- ISO/IEC 27013 -- ISO/IEC 19770 -- CHAPTER 4: FRAMEWORKS AND MANAGEMENT SYSTEM INTEGRATION -- ISO9000 -- ISO14000 -- ISO/IEC 27000 -- ITIL -- COBIT® -- Six Sigma® -- CMMI® for Services -- CHAPTER 5: REQUIREMENTS FOR A SERVICE MANAGEMENT SYSTEM -- Management responsibility -- Governance of processes operated by other parties -- Documentation management -- Resource management -- CHAPTER 6: SCOPE DEFINITION -- ISO/IEC TR 20000-3:2012 -- CHAPTER 7: GAP ANALYSIS -- CHAPTER 8: PLANNING AND IMPLEMENTINGSERVICE MANAGEMENT -- Plan -- Do -- Check -- Act -- CHAPTER 9: DESIGN AND TRANSITION OF NEW OR CHANGED SERVICES -- Plan new or changed services -- Design and development of new or changed services -- Transition of new or changed services -- CHAPTER 10: SERVICE DELIVERY PROCESSES -- Service level management -- Service reporting -- Service continuity and availability management -- Service continuity plan and test -- Budgeting and accounting for IT services -- Capacity management -- Information security management -- CHAPTER 11: RELATIONSHIP PROCESSES -- Business relationship management -- Supplier management -- CHAPTER 12: RESOLUTION PROCESSES -- Incident and service request management -- Problem management -- CHAPTER 13: CONTROL PROCESSES -- Configuration management.

Change management -- Release management -- CHAPTER 14: PREPARING FOR THE AUDIT -- APPENDIX A: BIBLIOGRAPHY -- ITG RESOURCES.