1 Introduction
1.1 Overview
1.2 Context
1.3 Purpose
1.4 Usage
1.5 Chapter overview
2 Service Management as a practice
2.1 What is Service Management?
2.2 What are services?
2.3 Functions and processes across the lifecycle
2.4 Service Operation fundamentals
3 Service Operation principles
3.1 Functions, groups, teams, departments and divisions
3.2 Achieving balance in Service Operation
3.3 Providing service
3.4 Operation staff involvement in Service Design and Service Transition
3.5 Operational Health
3.6 Communication
3.7 Documentation
4 Service Operation processes
4.1 Event Management
4.2 Incident Management
4.3 Request Fulfilment
4.4 Problem Management
4.5 Access Management
4.6 Operational activities of processes covered in other lifecycle phases
5 Common Service Operation activities
5.1 Monitoring and control
5.2 IT Operations
5.3 Mainframe Management
5.4 Server Management and Support
5.5 Network Management
5.6 Storage and Archive
5.7 Database Administration
5.8 Directory Services Management
5.9 Desktop Support
5.10 Middleware Management
5.11 Internet/Web Management
5.12 Facilities and Data Centre Management
5.13 Information Security Management and Service Operation
5.14 Improvement of operational activities
6 Organizing for Service Operation
6.1 Functions
6.2 Service Desk
6.3 Technical Management
6.4 IT Operations Management
6.5 Application Management
6.6 Service Operation roles and responsibilities
6.7 Service Operation Organization Structures
7 Technology considerations
7.1 Generic requirements
7.2 Event Management
7.3 Incident Management
7.4 Request fulfilment
7.5 Problem Management
7.6 Access Management
7.7 Service Desk
8 Implementing Service Operation
8.1 Managing change in Service Operation
8.2 Service Operation and Project Management
8.3 Assessing and managing risk in Service Operation
8.4 Operational staff in Service Design and Transition
8.5 Planning and Implementing Service Management technologies
9 Challenges, Critical Success Factors and risks
9.1 Challenges
9.2 Critical Success Factors
9.3 Risks