02/683006 DC : DRAFT FEB 2002

Foreword
1 Scope
2 Normative references
3 Terms and definitions
4 General
   4.1 Service management planning
   4.2 Service improvement
   4.3 Competence, awareness and training
   4.4 Audit evidence
   4.5 Demonstrating conformity
5 Service Design and Management
   5.1 Service level management
   5.2 Availability management
   5.3 Service Continuity
   5.4 Service reporting
   5.5 Financial management
   5.6 Capacity management
   5.7 Information Security Management
6 Relationship process
   6.1 Business relationship management
   6.2 Supplier management
7 Resolution Processes
   7.1 Incident management
   7.2 Problem Management
8 Control Process
   8.1 Configuration Management
   8.2 Change Management
9 Release Management
Annex A (informative) - Bibliography
Annex B Other sources of information