Contents
1.3 ITIL in relation to other publications in the Best Management Practice portfolio
1.4 Why is ITIL so successful?
2 Service management as a practice
2.1 Services and service management
2.3 Governance and management systems
3 Continual service improvement principles
3.1 Continual service improvement approach
3.2 CSI and organizational change
3.5 External and internal drivers
3.11 Frameworks, models, standards and quality systems
4 Continual service improvement processes
4.1 The seven-step improvement process
5 Continual service improvement methods and techniques
5.8 CSI and other service management processes
6 Organizing for continual service improvement
6.1 Organizational development
6.5 Responsibility model – RACI
7.1 Tools to support CSI activities
8 Implementing continual service improvement
8.1 Critical considerations for implementing CSI
8.4 CSI and organizational change
8.5 Communication strategy and plan
9 Challenges, risks and critical success factors
A.1 ITIL guidance and web services
A.6 ISO/IEC 20000 service management series
A.7 Environmental management and green/sustainable IT
A.8 ISO standards and publications for IT
A.9 ITIL and the OSI framework
A.10 Programme and project management
A.12 Skills Framework for the Information Age
A.13 Carnegie Mellon: CMMI and eSCM framework
Appendix B: Example of a continual service improvement register
Appendix C: Risk assessment and management
C.1 Definition of risk and risk management
C.2 Management of Risk (M_o_R)
Appendix D: Examples of inputs and outputs across the service lifecycle