Table of Contents

1.Introducing Service Management; 2.Key Concepts and roles; 3.The service lifecycle; 4.Service strategy; 5.Service Design; 6.Service Transition; 7.Service Operation; 8.Continual Service Improvement; 9.Service management Automation; 10.Service management Training and Qualifications; 11.Multiple choice Exam Strategies; Further Reading/Resources

About the Author

Claire Agutter has held a number of operational, consulting and implementation roles, giving her real-world, practical experience of ITIL. Since 2007 she has been an ITIL principal lecturer, and she has been involved in exam panels for ITIL V2 and V3. Claire has provided online ITIL training to hundreds of successful Foundation delegates through IT Training Zone Ltd.