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Part I: Introducing Service Management.
Chapter 1: Understanding Service Management.
Chapter 2: Getting Inside Service Management.
Chapter 3: The Customer Is King.
Part II: Getting the Foundation in Place.
Chapter 4: Service Management Standards and Best Practices.
Chapter 5: Implementing ITIL.
Chapter 6: Implementing a Service Management Strategy.
Chapter 7: Launching into Service Management.
Part III: Service Management Technical Foundation.
Chapter 8: The Service Management Universe.
Chapter 9: The Technical Foundation of Service Management.
Chapter 10: Governing the Service Universe.
Part IV: Nitty-Gritty Service Management.
Chapter 11: Managing the Data Center.
Chapter 12: Service Support and the Service Desk.
Chapter 13: Desktop and Device Management.
Chapter 14: Data Management in a Service Management World.
Chapter 15: Virtualizing the Computing Environment.
Chapter 16: IT Security and Service Management.
Chapter 17: Business Service Management.
Chapter 18: Planning the Evolution of the Data Center.
Part V: Real Life with Service Management.
Chapter 19: Manufacturing.
Chapter 20: Health Care.
Chapter 21: Retail.
Chapter 22: Hospitality.
Chapter 23: Education.
Chapter 24: Service Provider.
Part VI: The Part of Tens.
Chapter 25: Ten Service Management Dos and Don’ts.
Chapter 26: Ten Swell Service Management Resources.
Posted August 2, 2011
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