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