Table 2.1

The processes described in each core ITIL publication

Table 3.1

Service transition inputs and outputs by lifecycle stage

Table 4.1

Example of a responsibility matrix for release points during service transition

Table 4.2

Extract from a service release policy for a retail organization

Table 4.3

Example of types of request by service lifecycle stage

Table 4.4

Example of contents of change documentation

Table 4.5

Example of a change impact and risk categorization matrix

Table 4.6

Change priority examples

Table 4.7

Configuration documentation for assets and responsibilities through the service lifecycle

Table 4.8

Levels of configuration for build and testing

Table 4.9

Questions to be answered when planning deployment

Table 4.10

Examples of service test models

Table 4.11

Service requirements, 1: improve user accessibility and usability

Table 4.12

Examples of service management manageability tests

Table 4.13

Key terms that apply to the change evaluation process

Table 4.14

Factors to consider when assessing the effect of a service change

Table 5.1

Job characteristics that motivate people

Table 5.2

Understanding the culture of the parties involved

Table 5.3

Example of a RACI matrix for managing change

Table 5.4

Organizational role and skills assessment checklist

Table 5.5

Example of a feedback survey

Table 5.6

Tips for managing change

Table 5.7

J. P. Kotter’s ‘eight steps to transform your organization’

Table 6.1

An example of a simple RACI matrix