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