�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����