ITIL Service Delivery V2

Topics covered: Capacity Management, Availability Management, Service Level Management, IT Service Continuity, Financial Management for IT Services and Customer Relationship Management.

ITIL Service Delivery is the second element in the new ITIL series.

Service providers need to offer business users adequate support - Service Delivery covers all aspects that must be taken into consideration. Issues covered include Service Level Management, Financial Management for IT Services, IT Service Continuity Management, Availability Management Contingency Planning and Capacity Management. The purpose of Service Delivery is to show the links and the principal relationships between all the Service Management and other Infrastructure Management processes.

Service Delivery is published in print and CD-ROM formats as outlined in the ITIL Booklist and Order Form.

Contents Page:

1. Introduction to ITIL Service Delivery
2. Relationship Between Processes
3. Getting Started
4. Service Level Management
5. Financial Management for IT Services
6. Capacity Management
7. IT Service Continuity Management
8. Availability Management
9. Service Management Software Tools
10. Planning for the Implementation of Service Management
11. Bibliography
12. Appendices
          A. List of Acronyms and Glossary Terms
          B. Process Theory and Practice
          C. Implementing Service Management Processes – Issues to Consider
          D. Quality
          E. Communications
          F. Example: Cost Benefit Analysis for Service Management Processes
          G. Service Delivery Processes
13. List of Figures
14. List of Tables

ISBN 0 11 330017 4