CONTENTS
Chapter 1: Key concepts of service management
Why is service management important?
Why use ITIL® for service management?
Service management as a professional practice
Chapter 2: Service management roles
Using RACI models for role mapping
Chapter 4: Service relationships
The service relationship model
Chapter 5: The four dimensions of service management
Dimension 1: Organizations & people
Dimension 2: Information & technology
Dimension 3: Partners & suppliers
Dimension 4: Value streams & processes
Chapter 6: The Service Value System
Chapter 7: The SVS: Opportunity, demand, value
Chapter 8: The SVS: Guiding principles
Guiding principle 1: Focus on value
Guiding principle 2: Start where you are
Guiding principle 3: Progress iteratively with feedback
Guiding principle 4: Collaborate and promote visibility
Guiding principle 5: Think and work holistically
Guiding principle 6: Keep it simple and practical
Guiding principle 7: Optimize and automate
Chapter 9: The SVS: Governance
Chapter 10: The SVS: The service value chain
Chapter 11: ITIL practices introduced
Chapter 12: General management practices
Putting continual improvement to work
Information security management
Organisational change management
Service integration and management
Workforce and talent management
Chapter 13: Service management practices
Capacity and performance management
Monitoring and event management
Service configuration management
Service validation and testing
Chapter 14: Technical management practices
Infrastructure and platform management
Software development and management
Chapter 15: Service management training and qualifications
Chapter 16: Multiple-choice exam strategies
The ITIL Foundation certificate