Table of Contents
=================
Introduction to this Book
Relationship Between Processes
Getting Started
Service Level Management
Financial Management for IT Services
Capacity Management
IT Service Continuity Management
Availability Management
Service Management Software Tools
Planning for the Implementation of Service Management
Bibliography
Appendix A - Terminology
Appendix B - Process Theory and Practice
Appendix C - Implementing Service Management Processes - Issues to Consider
Appendix D - Quality
Appendix E - Communications
Appendix F - Example Cost-benefit Analysis for Service Management Processes
Appendix G - Service Delivery Processes
Figures
Tables
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