�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����