CONTENTS

 1     Scope 
 2     References 
 3     Definitions  
 4     Abbreviations   
 5     Introduction      
        5.1     Objective  
        5.2     Background           
        5.3     Role of eTOM       
        5.4     Role of ITIL          
        5.5     Purpose of this Supplement
        5.6     Structure of this Supplement           
 6     ITIL background/introduction      
        6.1     Overview  
        6.2     Service Delivery & Service Support – The core of ITIL     
 7     Service Management in ITIL        
        7.1     Service Support     
        7.2     Service Delivery    
        7.3     Application Management   
 8     Using eTOM to model ITIL processes     
        8.1     ITIL is a guideline for IT Service Management        
        8.2     eTOM is a catalogue of Process Element categories           
        8.3     Distinguishing between Service and Service Instant 
 9     Mapping and modelling between ITIL and eTOM
        9.1     Scope and types of mapping in this Supplement      
        9.2     Modelling ITIL processes using eTOM process elements   
        9.3     Information-mapping approach to ITIL and eTOM
        9.4     Overlay of ITIL to the level 2 eTOM framework    
        9.5     Detailed overlay of ITIL processes with eTOM level 2 processes   
Appendix I – Terms and abbreviations used within this Supplement    
        I.1        Terminology         
        I.2        Abbreviations and acronyms        
Appendix II – References    
       II.1     References 
BIBLIOGRAPHY