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The Official Introduction to the ITIL
Service Lifecycle
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Contents
List of figures
List of tables
06C's foreword
Chief Architect's foreword
Preface
1 Introduction
11 Abistoricel perspective of IT service
‘management and ML
12 MLtoday
1.2 TheML value proposition
1.4 The MIL service management
practices
15 What ls aserveer
1.6 Navigating the MIL Service
Management Lifecycle
2 Core guidance topics
21 Service Strategy
22 Service Design
23. Service Tansition
24 Service Operation
25 Continual Senice improvement
26 Lifecycle qualiy control
"
2
2
2
13
27 ML conformance or compliance ~ practice
adaptation
28 Getting started ~ Service Lifecycle
principles
The ITIL Service Management
Lifecycle - core of practice
4.1 Functins and Procestes across
the lifecycle
Service Strategy - governance and
decision-making
4.1 Strategic assessment
42. Developing strategic capabilities
43. Sewice Provider types ~ matching
peed te capability
44 Senices ae sets — value creation
AS. Pefining the mater space
46 Sevice Portiolios
4.7 Sevice outsourcing - practical
decision-making
438 Retum on investment (RO)
49 Financial Management
4.10 Increasing service potential
4.11 Organizational development
3B
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23
25
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