Table of Contents

Foreword; Acknowledgments; 1 Introduction; 2 Contents of this guide; 3 Organizational and staffing considerations; 4 Planning and implementing service management; 5 Planning and implementing new or changed services; 6 Service delivery processes; 7 Relationship processes; 8 Resolution processes; 9 Control processes; 10 Release process; 11 Automation of service management; Annex A: Guidance on SLAs; Annex B: Service management reports; Annex C: Preparing for a ISO/IEC 20000 audit; Annex D: Bibliography and other sources of information; Index.