Part 2: Essential Process Capabilities for Effective Service Management

In this part, you will be taken on a journey of the key process capabilities needed as part of a formal service management capability. You will become well-grounded in the key elements of service management capability.

This part has the following chapters:

• Chapter 5, Service Management Key Concepts
• Chapter 6, Incident Management
• Chapter 7, Problem Management
• Chapter 8, Change Management
• Chapter 9, Release and Deployment Management
• Chapter 10, Request Management
• Chapter 11, Service Catalog Management
• Chapter 12, Service Asset Management
• Chapter 13, Configuration Management
• Chapter 14, Business Relationship Management
• ssw, Service Level Management