1 Introduction
1.1 Overview
1.2 Context
1.3 Purpose
1.4 Usage

2 Service Management as a practice
2.1 What is Service Management?
2.2 What are services?
2.3 Functions and processes across lifecycle
2.4 Service Design fundamentals

3 Service Design principles
3.1 Goals
3.2 Balanced design
3.3 Identifying service requirements
3.4 Identifying and documenting business requirements and drivers
3.5 Design activities
3.6 Design aspects
3.7 The subsequent design activities
3.8 Design constraints
3.9 Service Oriented Architecture
3.10 Business Service Management
3.11 Service Design models

4 Service Design processes
4.1 Service Catalogue Management
4.2 Service Level Management
4.3 Capacity Management
4.4 Availability Management
4.5 IT Service Continuity Management
4.6 Information Security Management
4.7 Supplier Management

5 Service Design technology-related activities
5.1 Requirements engineering
5.2 Data and Information Management
5.3 Application Management

6 Organizing for Service Design
6.1 Functional roles analysis
6.2 Activity analysis
6.3 Skills and attributes
6.4 Roles and responsibilities

7 Technology considerations
7.1 Service Design tools
7.2 Service Management tools

8 Implementing Service Design
8.1 Business Impact Analysis
8.2 Service Level Requirements
8.3 Risks to the services and processes
8.4 Implementing Service Design
8.5 Measurement of Service Design

9 Challenges, Critical Success Factors and risks
9.1 Challenges
9.2 Risks