Table 2.1

The processes described in each core ITIL publication

Table 3.1

CSI inputs and outputs by lifecycle stage

Table 4.1

Policy template example

Table 4.2

Monitoring and data collection procedures

Table 4.3

Procedures for processing the data

Table 5.1

Pros and cons of assessment approaches

Table 5.2

Average results of over 100 process assessments before improvement

Table 5.3

CMMI maturity model

Table 5.4

Key performance indicators of the value of service management processes

Table 5.5

High-level goals and key performance indicators

Table 5.6

Examples of service quality metrics

Table 5.7

Response times for three service desks

Table 5.8

An example of a summary report format

Table 5.9

Service report of outage minutes compared to goal

Table 5.10

Percentage of incidents meeting target time for service restoration

Table 5.11

Sample key performance indicators

Table 5.12

Service desk balanced scorecard example

Table 5.13

SWOT analysis

Table 5.14

Sample SWOT analysis for CSI

Table 5.15

Departmental requirements

Table 5.16

Risk register

Table 6.1

Skills involved in Step 1 – Identify the strategy for improvement

Table 6.2

Skills involved in Step 2 – Define what you will measure

Table 6.3

Skills involved in Step 3 – Gather the data

Table 6.4

Skills involved in Step 4 – Process the data

Table 6.5

Skills involved in Step 5 – Analyse the information and data

Table 6.6

Skills involved in Step 6 – Present and use the information

Table 6.7

Skills involved in Step 7 – Implement improvement

Table 6.8

Comparison of CSI manager, service level manager, service owner and business relationship manager roles

Table 6.9

An example of a simple RACI matrix

Table 8.1

Eight steps that need to be implemented, and the main reasons why transformation efforts fail (from Kotter, 1996)

Table 8.2

Table for sample communication plan