Thejendra BS is the IT manager for a software development firm in Bangalore, and has over 20 years of experience in IT. Besides working in India, his career has also taken him to Saudi Arabia, Dubai, Bahrain and Australia. He has dealt with customers in many different areas of business, and has written many articles for websites such as techrepublic.com and geekleaders.com.

• 1: Introduction to IT Service Management2: Overview of ITIL 20113: The ITIL Lifecycle4: Service Desk Function5: Incident Management6: Problem Management7: Change Management8: Release and Deployment Management9: Service Asset and Configuration10: Service Level Management11: Service Catalogue Management12: Capacity Management13: Demand Management14: Availability Management15: Information Security Management16: Access Management17: IT Service Continuity Management18: Financial Management for IT Services19: Supplier Management20: IT Operations Management Function21: General Tips and Advice for IT Service ManagementAppendix 1: Sample SLA Between IT Services and Rocksolid Business ManagersAppendix 2: Sample OLA between IT Department and the Electrical DepartmentAppendix 3: Sample UC between RockSolid IT Services and ABC Computer CorpAppendix 4: A Simple IT Service Management Flow with Interactions among Different ProcessesAppendix 5: The ITIL GlossaryAppendix 6: ITSM Books and other Resources

Thejendra BS is the IT manager for a software development firm in Bangalore, and has over 20 years of experience in IT. Besides working in India, his career has also taken him to Saudi Arabia, Dubai, Bahrain and Australia. He has dealt with customers in many different areas of business, and has written many articles for websites such as techrepublic.com and geekleaders.com.

• 1: Introduction to IT Service Management2: Overview of ITIL 20113: The ITIL Lifecycle4: Service Desk Function5: Incident Management6: Problem Management7: Change Management8: Release and Deployment Management9: Service Asset and Configuration10: Service Level Management11: Service Catalogue Management12: Capacity Management13: Demand Management14: Availability Management15: Information Security Management16: Access Management17: IT Service Continuity Management18: Financial Management for IT Services19: Supplier Management20: IT Operations Management Function21: General Tips and Advice for IT Service ManagementAppendix 1: Sample SLA Between IT Services and Rocksolid Business ManagersAppendix 2: Sample OLA between IT Department and the Electrical DepartmentAppendix 3: Sample UC between RockSolid IT Services and ABC Computer CorpAppendix 4: A Simple IT Service Management Flow with Interactions among Different ProcessesAppendix 5: The ITIL GlossaryAppendix 6: ITSM Books and other Resources

Thejendra BS is the IT manager for a software development firm in Bangalore, and has over 20 years of experience in IT. Besides working in India, his career has also taken him to Saudi Arabia, Dubai, Bahrain and Australia. He has dealt with customers in many different areas of business, and has written many articles for websites such as techrepublic.com and geekleaders.com.

• 1: Introduction to IT Service Management2: Overview of ITIL 20113: The ITIL Lifecycle4: Service Desk Function5: Incident Management6: Problem Management7: Change Management8: Release and Deployment Management9: Service Asset and Configuration10: Service Level Management11: Service Catalogue Management12: Capacity Management13: Demand Management14: Availability Management15: Information Security Management16: Access Management17: IT Service Continuity Management18: Financial Management for IT Services19: Supplier Management20: IT Operations Management Function21: General Tips and Advice for IT Service ManagementAppendix 1: Sample SLA Between IT Services and Rocksolid Business ManagersAppendix 2: Sample OLA between IT Department and the Electrical DepartmentAppendix 3: Sample UC between RockSolid IT Services and ABC Computer CorpAppendix 4: A Simple IT Service Management Flow with Interactions among Different ProcessesAppendix 5: The ITIL GlossaryAppendix 6: ITSM Books and other Resources