ITIL Service Strategy
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15.74 €
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1.1 Overview 3
1.2 Context 5
1.3 ITIL in relation to other publications
in the Best Management Practice
portfolio 7
1.4 Why is ITIL so successful? 8
1.5 Chapter summary 9
2.1 Services and service management 13
2 2 Basic concepts 20
2.3 Governance and management
systems 25
2.4 The service lifecycle 27
3.1 Strategy 35
3.2 Customers and services 41 .
3.3 Service providers 80
3.4 How to define services 87
3.5 Strategies for customer satisfaction 102
3.6 Service economics 106
3.7 Sourcing strategy 117
3.8 Service structures in the value
network 125
3.9 Service strategy inputs and outputs 128
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