1 Introduction
1.1 Overview
1.2 Context
1.3 Purpose
1.4 Expected use

2 Service management as a practice
2.1 What is service management?
2.2 What are services?
2.3 The business process
2.4 Principles of service management
2.5 The Service Lifecycle
2.6 Functions and processes across the Lifecycle

3 Service strategy principles
3.1 Value creation
3.2 Service assets
3.3 Service provider types
3.4 Service structures
3.5 Service strategy fundamentals

4 Service strategy
4.1 Define the market
4.2 Develop the offerings
4.3 Develop strategic assets
4.4 Prepare for execution

5 Service economics
5.1 Financial Management
5.2 Return on Investment
5.3 Service Portfolio Management
5.4 Service Portfolio Management methods
5.5 Demand Management

6 Strategy and organization
6.1 Organizational development
6.2 Organizational departmentalization
6.3 Organizational design
6.4 Organizational culture
6.5 Sourcing strategy

7 Strategy, tactics and operations
7.1 Implementation through the lifecycle
7.2 Strategy and design
7.3 Strategy and transition
7.4 Strategy and operations
7.5 Strategy and improvement

8 Technology and strategy
8.1 Service automation
8.2 Service interfaces
8.3 Tools for service strategy

9 Challenges, critical success factors and risks
9.1 Complexity
9.2 Coordination and control
9.3 Preserving value
9.4 Effectiveness in measurement
9.5 Risks