Table of Contents
=================
Introduction
Relationship Between Processes
Getting Started
The Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release 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 - Example Cost-benefit Analysis for Service Management Processes
Appendix F - The Service Support Process Model
Other Information Sources and Services
The IT Service Management Forum (itSMF)
ITIL Training and Professional Qualifications
Figures
Tables
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