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