At a Glance; Contents; About the Author; About the Technical Reviewer; Acknowledgments; Preface; Introduction; Chapter 1: Service Management as a Practice; 1.1 Importance of Service Management; 1.2 Introduction to IT Service Management; 1.3 Welcome to the World of ITIL; 1.4 Why ITIL Is Successful; 1.4.1 ITIL Is Based on Best Practices; 1.4.2 ITIL Is Nonprescriptive; 1.4.3 ITIL Is Vendor and Technology Neutral; 1.4.4 ITIL Is Nonproprietary; 1.5 Best Practices Trump Proprietary Knowledge; 1.6 Introduction to IT Service; 1.6.1 Understanding the Definition

1.6.2 Understanding ITIL with a Non-IT Example1.7 Main Stakeholders in Service Management; 1.7.1 Customers; 1.7.2 Users; 1.7.3 Suppliers; 1.8 Internal and External Customers; 1.8.1 The Concept; 1.8.2 The Difference; 1.9 Processes; 1.9.1 Characteristics of a Process; 1.9.1.1 Processes Are Measurable; 1.9.1.2 Process Deliver Specific Results; 1.9.1.3 Processes Serve Customers; 1.9.1.4 Processes Respond to Specific Triggers; 1.9.2 The Process Model; 1.10 Functions; Intersect Between Processes and Functions; 1.12 Practice Exercises; 1.13 Summary; Chapter 2: Generic Concepts

2.1 Utility and Warranty2.1.1 Elements That Create Value; 2.1.2 Utility of a Service; 2.1.3 Warranty of a Service; 2.1.3.1 Available Enough?; 2.1.3.2 Capacity Enough?; 2.1.3.3 Continuous Enough?; 2.1.3.4 Secure Enough?; 2.2 Assets, Resources, and Capabilities; 2.2.1 Resources; 2.2.2 Capabilities; 2.2.3 Assets; 2.3 Types of Service Providers; 2.3.1 Type 1: Internal Service Provider; 2.3.2 Type 2: Shared Service Unit; 2.3.3 Type 3: External Service Provider; 2.4 Types of Services; 2.4.1 Core Service; 2.4.2 Enabling Service; 2.4.3 Enhancing Service; 2.5 Contracts and Agreements

2.5.1 Service-Level Agreement2.5.2 Operational-Level Agreement; 2.5.3 Underpinning Contract; 2.6 Practice Exercises; 2.7 Summary; Chapter 3: ITIL Service Lifecycle; 3.1 ITIL Service Lifecycle; 3.1.1 Service Strategy; 3.1.2 Service Design; 3.1.3 Service Transition; 3.1.4 Service Operations; 3.1.5 Continual Service Improvement; 3.2 ITIL Roles; 3.2.1 Roles vs. Designations; 3.2.2 Generic vs. Specific; 3.2.3 Generic Role: Service Owner; 3.2.4 Generic Role: Process Owner; 3.2.5 Generic Role: Process Manager; 3.2.6 Generic Role: Process Practitioner; 3.3 RACI Matrix

3.3.1 Understanding RACI with an Example3.3.2 Ground Rules on RACI Matrix; 3.4 Practice Exercises; 3.5 Summary; Chapter 4: Service Strategy; 4.1 Purpose of Service Strategy; 4.1.1 Perspective; 4.1.2 Positions; 4.1.3 Plans; 4.1.4 Patterns; 4.2 Objectives of Service Strategy; 4.3 Value of Service Strategy; 4.4 Value Creation; 4.5 Patterns of Business Activity; 4.5.1 PBA with Example; 4.6 Risk Management; 4.6.1 Risk Assessment; 4.6.1.1 Risk Identification; 4.6.1.2 Risk Analysis; 4.6.2 Risk Management; 4.7 Governance; 4.8 Service Strategy Processes; 4.8.1 Service Portfolio Management