Dr Ernest Brewster is a champion of ITIL Service Management. Richard Griffiths is an ITIL trainer. Aidan Lawes is an authority on service management and co-authored ISO/IEC 20000. John Sansbury is a principal consultant and head of practice for service management.

'The no-nonsense approach of this book appeals to me. Straight-shooting description, examples and advice from experienced guys.' Rob England,The IT Skeptic (review of previous edition)

• SECTION 1: OVERVIEW 1 What is service management?SECTION 2: THE SERVICE LIFECYCLE2 Service strategy 3 Service design 4 Service transition 5 Service operation 6 Continual service improvement SECTION 3: THE PROCESSES AND FUNCTIONS7 IT financial management 8 Demand management 9 Service portfolio management 10 Service catalogue management 11 Service level management 12 Supplier management 13 Capacity management 14 Availability management 15 Service continuity management 16 Information security management and access management 17 Knowledge management 18 Service asset and configuration management 19 Change management 20 Release and deployment 21 The service desk 22 Request fulfilment 23 Incident management 24 Problem management 25 IT operations management 26 Event management 27 Application management 28 Technical management 29 The seven-step improvement process SECTION 4: MEASUREMENT AND METRICS, AND THE DEMING CYCLE30 Measurement and metrics 31 The Deming Cycle APPENDIX