Intended to serve as: an introduction to the field of IT Service Management and the books in the IT Infrastructure Library (ITIL); and a self-study guide that contains material needed to prepare for the Foundation Certificate examination in IT Service Management.

Since no single publication can have the answers to all the questions that arise in a field so multifaceted as IT Service Management, the aim of the book is to raise key questions, to encourage discussions and the comparison of the best practices found in the book with the reader's own experience. We expect that this book will fulfill a clear need, and it deserves not just to be read and studied, but also to be used wisely in practice.

I N T R O D U C T I O N
1 INTRODUCTION 11
2 IT SERVICE MANAGEMENT -BACKGROUND 13
3 INTRODUCTION TO ITIL 31
S
E S E R V I C E S U P P O R T
4 INCIDENT MANAGEMENT 41
5 PROBLEM MANAGEMENT 55
6 CONFIGURATION MANAGEMENT 67
7 CHANGE MANAGEMENT 85
8 RELEASE MANAGEMENT 99
9 SERVICE DESK 111
S E R V I C E D E L I V E RY
10 SERVICE LEVEL MANAGEMENT 119
11 FINANCIAL MANAGEMENT
12 CAPACITY MANAGEMENT 145
13 IT SERVICE CONTINUITY
14 AVAILABILITY MANAGEMENT 167
15 SECURITY MANAGEMENT.