Service management strategies that work

Contents

List of Figures and Tables

Acknowledgements

About Pink Elephant

Foreword

Preface

Chapter 1: Introduction

Chapter 2: IT Governance Unraveled

Chapter 3: The External Managed Service Provider

Chapter 4: Process Implementation

Chapter 5: Defining, Modeling and Costing IT Services

Chapter 6: The Federated CMDB

Chapter 7: Developing A Quality Driven Measurement Framework

Chapter 8: The Theory of Constraints and Continuous Service Improvement

Appendices:

Appendix 1: An example of a Communication Plan Matrix

Appendix 2: An example of a Process Dashboard Template

Appendix 3: Detailed Project Roles

Appendix 4: Bibliography

Appendix 5: Definitions

Appendix 6: About Pink Elephant