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Foreword
Introduction
1 Scope
2 Terms and definitions
3 Incident management
   3.1 Purpose of the process
   3.2 Requirements of the process
4 Configuration management
   4.1 Purpose of the process
   4.2 Requirements of the process
5 Availability management
   5.1 Purpose of the process
   5.2 Requirements of the process
6 Capacity management
   6.1 Purpose of the process
   6.2 Requirements of the process
7 Continuity management
   7.1 Purpose of the process
   7.2 Requirements of the process
8 Change management
   8.1 Purpose of the process
   8.2 Requirements of the process
9 Impact analysis
   9.1 Purpose of the process
   9.2 Requirements of the process
10 Design
   10.1 Purpose of the process
   10.2 Requirements of the process
11 Realization
   11.1 Purpose of the process
   11.2 Requirements of the process
12 Testing
   12.1 Purpose of the process
   12.2 Requirements of the process
13 Prepare implementation
   13.1 Purpose of the process
   13.2 Requirements of the process
14 Software control and distribution
   14.1 Purpose of the process
   14.2 Requirements of the process
15 Planning and control
   15.1 Purpose of the process
   15.2 Requirements of the process
16 Cost management
   16.1 Purpose of the process
   16.2 Requirements of the process
17 Quality management
   17.1 Purpose of the process
   17.2 Requirements of the process
18 Service level management
   18.1 Purpose of the process
   18.2 Requirements of the process
19 IT developments strategy
   19.1 Purpose of the process
   19.2 Requirements of the process
20 Customer organization strategy
   20.1 Purpose of the process
   20.2 Requirements of the process
21 Customer environment strategy
   21.1 Purpose of the process
   21.2 Requirements of the process
22 Application life cycle management
   22.1 Purpose of the process
   22.2 Requirements of the process
23 Application portfolio management
   23.1 Purpose of the process
   23.2 Requirements of the process
24 Market definition
   24.1 Purpose of the process
   24.2 Requirements of the process
25 Account definition
   25.1 Purpose of the process
   25.2 Requirements of the process
26 Technology definition
   26.1 Purpose of the process
   26.2 Requirements of the process
27 Skills definition
   27.1 Purpose of the process
   27.2 Requirements of the process
28 Service delivery definition
   28.1 Purpose of the process
   28.2 Requirements of the process
Annex A (informative) - Explanatory note