1
Scope
2
References
3
Definitions
4
Abbreviations
and acronyms
5
Introduction
6
Document
structure
7
Background
to this work
8
Goals
and business context
8.1
The
goals of TMF and itSMF
8.2
History
and business context of eTOM and ITIL
8.3
Approaches
and distinctions
9
Service
management in ITIL
9.1
Service
support
9.2
Service
delivery
9.3
Application
management
10 Business view of a combined process approach
11 Terminology
12 Process element mapping
12.1
Comparison
of ITIL processes with eTOM level 2 processes
13 Process Flows
13.1 Diagramming conventions
13.2
Handling
ITIL process flows
13.3
Change
management
13.4
Scenario
1: Change management (software release)
13.5
Incident
management
13.6 Scenario 1: Incident management
(infrastructure failure, internal escalation)
13.7 Scenario 2: Incident management service request
(standard pre-approved changes)
14 Next
steps and other issues
14.1
Further
work
14.2 Standards for IT service management
(BS15000, AS8018, ISO20000 international standard)
14.3 itSMF
Annex A –
eTOM and ITIL terminology
Annex B –
Correlation table eTOM/ITIL incident management
Annex C – A
combined eTOM and ITIL process approach
C.1
Customer-oriented
business view
C.2
ICSP
internal-oriented business view
Bibliography