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ITIL-V3Core.opml
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ITIL-V3Core.opml
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<?xml version="1.0" encoding="UTF-8"?>
<opml xmlns:sx="http://www.microsoft.com/schemas/rss/sse" version="1.0">
<head>
<title>ITIL V3
Core</title>
<dateCreated>2012-11-05T14:15:59</dateCreated>
<dateModified>2013-02-20T09:56:47</dateModified>
<ownerName>Drago</ownerName>
</head>
<body>
<outline text="Service Design">
<outline text="1. Intro">
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<outline text="2. SM as a practice">
<outline text="What is service management?">
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</outline>
<outline text="What are services?">
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<outline text="Functions and processes across the lifecycle">
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<outline text="SD fundamentals">
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<outline text="3. SD principles">
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<outline text="Identifying service requirements">
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<outline text="Design activities">
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<outline text="Design aspects">
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<outline text="SOA">
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<outline text="Business Service Management">
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<outline text="Capacity Management">
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<outline text="Availability Management">
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<outline text="IT Service Continuity Management">
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<outline text="Data and Information management">
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<outline text="6. Organizing for SD">
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<outline text="SM tools">
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<outline text="8. Implementing SD">
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<outline text="Service Level Requirements">
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<outline text="9. Challenges, CSFs and risks">
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<outline text="Risks">
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<outline text="">
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<outline text="Focuses on the delivery and control process activities">
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<outline text="V2 Service Support and Service Delivery Processes form a major part of this volume">
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<outline text="What are services?">
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<outline text="Functions and processes across the lifecycle">
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<outline text="SO fundamentals">
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<outline text="Achieving Balance in SO">
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<outline text="Providing Service">
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<outline text="Operation staff involvement in Service Design (SD) and Service Transition (ST)">
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<outline text="Documentation">
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<outline text="4. Service Operation processes">
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<outline text="Incident Management">
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<outline text="Request Fullfilment">
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<outline text="Problem Management">
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<outline text="Access Management">
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<outline text="5. Common Service Operation activities">
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<outline text="IT Operations">
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<outline text="Mainframe Management">
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<outline text="Server Management and Support">
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<outline text="Network Management">
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<outline text="Storage and Archive">
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<outline text="DB Administration">
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<outline text="Directory services anagement">
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<outline text="Desktop Support">
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<outline text="Middleware Management">
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<outline text="Internet/Web Management">
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<outline text="Facilities and Data Centre Management">
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<outline text="Improvement of operational activities">
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<outline text="6. Organizing for Service Operation">
<outline text="Functions">
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<outline text="Service Desk">
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<outline text="Technical Management">
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<outline text="IT Operations Management">
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<outline text="Application Management">
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<outline text="SO roles and responsibilities">
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<outline text="SO Org. Structures">
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<outline text="7. Technology Considerations">
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<outline text="Event Management">
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<outline text="Incident Management">
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<outline text="8. Implementing Service Operation">
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<outline text="SO and Project Management">
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<outline text="CSFs">
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</outline>
<outline text="Risks">
<sx:sync version="1" id="KVExxgQKtkCkKaZZPHUdcQ=="/>
</outline>
<sx:sync version="1" id="nI5JJ1VrzES2bT8MTyMNIQ=="/>
</outline>
<outline text="AA Complementary Industry Guidance">
<outline text="COBIT">
<sx:sync version="1" id="8HWQWmpT7UCnnw0r+SdOhw=="/>
</outline>
<outline text="CMMI">
<sx:sync version="1" id="czkpfRHYxkKf16k2EjLJnw=="/>
</outline>
<outline text="BSC">
<sx:sync version="1" id="ScUHX+SlSkOHXtwmW5f8HQ=="/>
</outline>
<outline text="QM">
<sx:sync version="1" id="W/7MBx+6SkKviiAz5K+o3w=="/>
</outline>
<outline text="OSI Framework">
<sx:sync version="1" id="GH8LNBGHQEyhZ3nFMlx77A=="/>
</outline>
<sx:sync version="1" id="y874wq/TOk2sLE1xo0Z2bw=="/>
</outline>
<outline text="AB Communication in SO">
<outline text="Routine operational communication">
<sx:sync version="1" id="VXgoURr1r0KmkWEM932+Pg=="/>
</outline>
<outline text="Communication between shifts">
<sx:sync version="1" id="VcuSImbTzk+qMRLrmbGAQw=="/>
</outline>
<outline text="Performance reporting">
<sx:sync version="1" id="wlUJSV2j40ejkdxnsyydqw=="/>
</outline>
<outline text="Communication in projects">
<sx:sync version="1" id="cuLNA3E1D0OcpaQgJrd+TA=="/>
</outline>
<outline text="Communication in Changes">
<sx:sync version="1" id="fhel54PXBUCdl1syA2uKeg=="/>
</outline>
<outline text="Communication in Exceptions">
<sx:sync version="1" id="G3YgJlYnd0avn6z4e0oQ7w=="/>
</outline>
<outline text="Communication in Emergencies">
<sx:sync version="1" id="cAevc5T8ZkOH3+A75pbt9A=="/>
</outline>
<outline text="Communication with users and customers">
<sx:sync version="1" id="/ooRclc1+0OYZgE3NfHG3g=="/>
</outline>
<sx:sync version="1" id="VtWYEqy70EmdcoFxfANq2A=="/>
</outline>
<outline text="AC Kepner and Tregoe">
<outline text="Defining the problem">
<sx:sync version="1" id="5wjEkm3chk+EqlIPgna/xg=="/>
</outline>
<outline text="Describing the problem">
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<outline text="Establishing possible cause">
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</outline>
<outline text="Testing the most probable cause">
<sx:sync version="1" id="WCqUBGo/OU2QWFPxZSihXQ=="/>
</outline>
<outline text="Verifying the true cause">
<sx:sync version="1" id="VOH5ifrRH0WGqACeoc5nFA=="/>
</outline>
<sx:sync version="1" id="1V9qRa/4o0qIN4/Llzp3VA=="/>
</outline>
<outline text="AD Ishikawa Diagrams">
<sx:sync version="1" id="/JyiLo5m8UKxv6qCfti7xg=="/>
</outline>
<outline text="AE Detailed Description of Facilities Management">
<outline text="Building Management">
<sx:sync version="1" id="4q5Vy1CByEunt8BQGYngEQ=="/>
</outline>
<outline text="Equipment hosting">
<sx:sync version="1" id="soJR4jdfaEikvLWbk+RvWQ=="/>
</outline>
<outline text="Power Management">
<sx:sync version="1" id="VHc++vylxUu9Sm77Popahw=="/>
</outline>
<outline text="Environmental Conditioning and Alert Systems">
<sx:sync version="1" id="5fY9dmzNwU+alwH8mYqvLA=="/>
</outline>
<outline text="Safety">
<sx:sync version="1" id="nfXEQ7tKhUGgfGFroKIDNA=="/>
</outline>
<outline text="Physical Access Control">
<sx:sync version="1" id="ykMM9fpeRUiputJstF3wRg=="/>
</outline>
<outline text="Shipping and Receiving">
<sx:sync version="1" id="rLPRvcoqRECjlo1Yu+4BYg=="/>
</outline>
<outline text="Involvement in Contract Management">
<sx:sync version="1" id="kd+AvonKzUqXOZO5R0FQSw=="/>
</outline>
<outline text="Maintenance">
<sx:sync version="1" id="iCVWAsqqXE+NVle6TTnfyA=="/>
</outline>
<sx:sync version="1" id="nQL0wsNGTUC+3NEpFzFZ1Q=="/>
</outline>
<outline text="AF Physical Access Control">
<sx:sync version="1" id="0n2O7bylckSAO++E/hRirQ=="/>
</outline>
<sx:sync version="1" id="J9bw/BtuCkKbyKuiIcJ3cQ=="/>
</outline>
<outline text="Service Transition">
<outline text="1. Intro">
<sx:sync version="1" id="R6hS8HEs90K2AFuPNbKMBw=="/>
</outline>
<outline text="2. SM as a practice">
<outline text="What is service management?">
<sx:sync version="1" id="W2MztU0+Lkuo2W+DFTOpEw=="/>
</outline>
<outline text="What are services?">
<sx:sync version="1" id="NiQZ/EUtPUGjdZixKMH57A=="/>
</outline>
<outline text="Functions and processes across the lifecycle">
<sx:sync version="1" id="WLnf8Krl0Uy5GRXNObPYFw=="/>
</outline>
<outline text="ST fundamentals">
<sx:sync version="1" id="N1wCGgR920iWmGkrg5cx0g=="/>
</outline>
<sx:sync version="1" id="kmNjUHtjOU6NKoFsmJ92DQ=="/>
</outline>
<outline text="3. ST principles">
<outline text="Principles supporting ST">
<sx:sync version="1" id="Taa6XukpMkq48G+ohpw+0w=="/>
</outline>
<outline text="Policies for ST">
<sx:sync version="1" id="nU3NUSUnrU6RB+ofCTbuNg=="/>
</outline>
<sx:sync version="1" id="cM/V4FshdkGI08UqGsX8ig=="/>
</outline>
<outline text="4. ST processes">
<outline text="Transition planning and support">
<sx:sync version="1" id="HABRuU0tT0CpiiYkAgg0yg=="/>
</outline>
<outline text="Change Management">
<sx:sync version="1" id="p771T7GGiUa2hfiQ8Gf+Ug=="/>
</outline>
<outline text="Service Asset and Configuration Management">
<sx:sync version="1" id="WRLZ1U95nUWI9YOlD8E65g=="/>
</outline>
<outline text="Release and Delpoyment Management">
<sx:sync version="1" id="xClDXd4xEUmuksZACtYaOA=="/>
</outline>
<outline text="Service Validation and Testing">
<sx:sync version="1" id="4KAgxKxMr0OPgEXS8kspCg=="/>
</outline>
<outline text="Evaluation">
<sx:sync version="1" id="hBjaLxvirEyi58REL6nQeQ=="/>
</outline>
<outline text="Knowledge Management">
<sx:sync version="1" id="j0BicCSLDk22NdPgE8op2w=="/>
</outline>
<sx:sync version="1" id="rFgpPaJc2U+9fuYn3+Kfbw=="/>
</outline>
<outline text="5. ST common operation activities">
<outline text="Managing communications and commitment">
<sx:sync version="1" id="wN0MjDSypE616Taz06719w=="/>
</outline>
<outline text="Managing organization and stakeholder change">
<sx:sync version="1" id="lpHaISYD4EGpxnS4Ns+Guw=="/>
</outline>
<outline text="Stakeholder management">
<sx:sync version="1" id="XUYEVN+3KkW+sc6v6S7Swg=="/>
</outline>
<sx:sync version="1" id="BDTOUdSjAEm9L1LxIQ39yg=="/>
</outline>
<outline text="6. Organizing for ST">
<outline text="Generic roles">
<sx:sync version="1" id="7ajZOZWTa0Cxar0dpwSXKg=="/>
</outline>
<outline text="Organiaztional context for transitioning a service">
<sx:sync version="1" id="YUfmghMN0EqKKzaAORt8Rw=="/>
</outline>
<outline text="Organization models to support ST">
<sx:sync version="1" id="cqi+NsuVUE+4SsL+GaSqPg=="/>
</outline>
<outline text="ST relations with other lifecycle stages">
<sx:sync version="1" id="eaVrWLuYUk6GRmzHtXn4Jg=="/>
</outline>
<sx:sync version="1" id="oYhpjdwMiEiLzTVm2h6UOA=="/>
</outline>
<outline text="7. Technology considerations">
<outline text="Knowledge Management tools ">
<sx:sync version="1" id="rG2MINMos0aeETKaLloL0Q=="/>
</outline>
<outline text="Collaboration">
<sx:sync version="1" id="fBKWsRQJHESW8hxQj4JNww=="/>
</outline>
<outline text="Configuration Management System">
<sx:sync version="1" id="uFUdR03K3UKu2dxnJpvuYA=="/>
</outline>
<sx:sync version="1" id="nt6mWNrCnEyxdS21Xc2Dpg=="/>
</outline>
<outline text="8. Implementnig ST">
<outline text="Stages of introducing ST">
<sx:sync version="1" id="yAjTmxPIpka9WXEgLqw4sA=="/>
</outline>
<sx:sync version="1" id="/qgWUA9v/EmRv96MW3a7sg=="/>
</outline>
<outline text="9. Challenges, CSFs and risks">
<outline text="Challenges">
<sx:sync version="1" id="XY3PsB8CUUam8TZjn/8AXQ=="/>
</outline>
<outline text="CSFs">
<sx:sync version="1" id="32CdOSnOCESpSYBSs6vhlg=="/>
</outline>
<outline text="ST under difficult conditions">
<sx:sync version="1" id="RKKL76f/fE2+osUycQUpaw=="/>
</outline>
<sx:sync version="1" id="2mS3wLy01UqJ4Q1SHOQOkw=="/>
</outline>
<sx:sync version="1" id="1YlMIaJCd06LqD8BEG6tGQ=="/>
</outline>
<outline text="This mind map was downloaded from www.biggerplate.com">
<outline text="Find more mind maps in our library">
<sx:sync version="1" id="JSXTT+aqXUCl19PvsTVK7w=="/>
</outline>
<outline text="Follow us on Twitter">
<sx:sync version="1" id="pZRaaJePKkuLFr3E+eWSVA=="/>
</outline>
<outline text="Find us on Facebook">
<sx:sync version="1" id="kXlMhVhWyU+Ao47kiBOC0A=="/>
</outline>
<sx:sync version="1" id="IkRKsZj9m0y7yVND4IVUmA=="/>
</outline>
<outline text="Continual Service Improvement">
<outline text="1. Intro">
<sx:sync version="1" id="9SCsLiZOMEi/ZxxxhFDzhg=="/>
</outline>
<outline text="2. SM as a practice">
<outline text="What is service management?">
<sx:sync version="1" id="+z7Cc/6T90KAOhE/j/y+cg=="/>
</outline>
<outline text="What are services?">
<sx:sync version="1" id="SkXZHx2zQ0u3CFJxqpTTBw=="/>
</outline>
<outline text="Functions and processes across the lifecycle">
<sx:sync version="1" id="/NzBrtzWnUiwYx87amI4lw=="/>
</outline>
<outline text="CSI fundamentals">
<sx:sync version="1" id="sZ1nGTpkIka+IYzJTKkCGg=="/>
</outline>
<sx:sync version="1" id="h6J/wM4AEEyNy7dghSF7Xg=="/>
</outline>
<outline text="3. CSI Principles">
<outline text="CSI and organizational change">
<sx:sync version="1" id="dU4xfaCZskKV0plsbcD0PQ=="/>
</outline>
<outline text="Ownership">
<sx:sync version="1" id="rsH2cppSs0ajZ/f5qhU3JA=="/>
</outline>
<outline text="Role definitions">
<sx:sync version="1" id="ms2cEkdVNkO9x4RO2LlppA=="/>
</outline>
<outline text="External and internal drivers">
<sx:sync version="1" id="R2FCn0zac0K7kq0XLV4tOg=="/>
</outline>
<outline text="SLM">
<sx:sync version="1" id="k3Z72TgYQU6FI/S4bgLvLw=="/>
</outline>
<outline text="The Deming Cycle">
<sx:sync version="1" id="8y90Qn3veUG+uVe8vj1O/w=="/>
</outline>
<outline text="Service Measurement">
<sx:sync version="1" id="k394I+aTZkSsdlKAx1Jh5Q=="/>
</outline>
<outline text="Knowledge management">
<sx:sync version="1" id="c6HpyhTLhEuG7loxR1YORQ=="/>
</outline>
<outline text="Benchmarks">
<sx:sync version="1" id="fUha4k9RD0GOz6rOeAZyNg=="/>
</outline>
<outline text="Governance">
<sx:sync version="1" id="RkYyyUq6rUOeNo+/DpSCVQ=="/>
</outline>
<outline text="Frameworks, models, standards and quality systems">
<sx:sync version="1" id="WUN6bWvQAU2Gc9oMqbxBXg=="/>
</outline>
<sx:sync version="1" id="t08pKu+xFU+Re1GfPtZmzw=="/>
</outline>
<outline text="4. CSI Processes">
<outline text="The 7-Step improvement process">
<sx:sync version="1" id="migLLrPc+kS6rzUviM6XTQ=="/>
</outline>
<outline text="Service Reporting">
<sx:sync version="1" id="0G3mE70m7EetZVhcNHez6A=="/>
</outline>
<outline text="Service Measurement">
<sx:sync version="1" id="t70y29aYwUerGkyHzVMR1Q=="/>
</outline>
<outline text="ROI for CSI">
<sx:sync version="1" id="Ce4i3/pmvk23qfjBcCvRTg=="/>
</outline>
<outline text="Business questions for CSI">
<sx:sync version="1" id="TWQ2VhYNdUCpLJNmVKFyjA=="/>
</outline>
<outline text="SLM">
<sx:sync version="1" id="gF1VvKLCI0GK8ZSI13tqtg=="/>
</outline>
<sx:sync version="1" id="ZTMBv+Gjv0yCk99DH81FCw=="/>
</outline>
<outline text="5. CSI methods and techniques">
<outline text="Methods and techniques">
<sx:sync version="1" id="MV6pObwta0mETqLyAsTF5Q=="/>
</outline>
<outline text="Assesments">
<sx:sync version="1" id="eaVLJ81alE+mzW9sbXR0FA=="/>
</outline>
<outline text="Benchmarking">
<sx:sync version="1" id="DfJ+oFUYHE2yKb99xY6/Tw=="/>
</outline>
<outline text="Measurement and reporting frameworks">
<sx:sync version="1" id="Qx0giyBYU0S9jxmaksQKUw=="/>
</outline>
<outline text="The Deming Cycle">
<sx:sync version="1" id="QrRIJrmd+kGr9rwCteryzA=="/>
</outline>
<outline text="CSI and other SM processes">
<sx:sync version="1" id="PaEBP1bzHUeg7j8Oqrhz6g=="/>
</outline>
<outline text="Summary">
<sx:sync version="1" id="48vwurvHl0CcZ7AdrXVzOg=="/>
</outline>
<sx:sync version="1" id="LZj+mkWgj0a7Ss/vCqwjeA=="/>
</outline>
<outline text="6. Organizing for CSI">
<outline text="Roles and responsibilities that support CSI">
<sx:sync version="1" id="gI2H+RUUKEeXpp2ksfDokQ=="/>
</outline>
<outline text="The authority matrix">
<sx:sync version="1" id="JxYYAqLwD0mR9+zHV+6GKw=="/>
</outline>
<outline text="Summary">
<sx:sync version="1" id="4HuzUsadIEiofOSEGeO4lg=="/>
</outline>
<sx:sync version="1" id="gV9jSpBc+EWT4PThx5IRug=="/>
</outline>
<outline text="7. Technology considerations">
<outline text="Tools to support CSI activities">
<sx:sync version="1" id="3GkrZFog0kiKHs30+zZgbQ=="/>
</outline>
<outline text="Summary">
<sx:sync version="1" id="Pnd3PZ7naEyvN/oxhnsVCw=="/>
</outline>
<sx:sync version="1" id="vGIkn+ABgky9v39RVgtzTg=="/>
</outline>
<outline text="8. Implementing CSI">
<outline text="Critical considerations for implementing CSI">
<sx:sync version="1" id="+uKq6Pp/4E+GzNg9Ev0aGQ=="/>
</outline>
<outline text="Where do I start?">
<sx:sync version="1" id="s7MCz3C6bUeo7hqYEDeRVg=="/>
</outline>
<outline text="Governance">
<sx:sync version="1" id="++4oj2l6T0GYTuDILIUrzg=="/>
</outline>
<outline text="CSI and organizational change">
<sx:sync version="1" id="Hnmro5tMz0qJNMMg5EPmPg=="/>
</outline>
<outline text="Communication strategy and plan">
<sx:sync version="1" id="Erui1Tro8kyRaMf9Wp3kqw=="/>
</outline>
<outline text="Summary">
<sx:sync version="1" id="toS2INvdNUOltAJB3ikzfw=="/>
</outline>
<sx:sync version="1" id="dqxLDDcvHE61Bj9GUDhMug=="/>
</outline>
<outline text="9. Challenges, CSFs and risks">
<outline text="Challenges">
<sx:sync version="1" id="yqtph2OKG0G0MNVMIafiaA=="/>
</outline>
<outline text="Critical success factors">
<sx:sync version="1" id="vSYu3+lK+UWMYmPxXs5Avg=="/>
</outline>
<outline text="Risks">
<sx:sync version="1" id="19Liu+xfuk6PYdZM0YBXhw=="/>
</outline>
<outline text="Summary">
<sx:sync version="1" id="dA4ep0+bB0uJgcX2RRUsHg=="/>
</outline>
<sx:sync version="1" id="OoQe5a9uS0yDDXB48Eqnmw=="/>
</outline>
<sx:sync version="1" id="D6aPe2pSQUyg0IUlAJETrQ=="/>
</outline>
<outline text="Service Strategy">
<outline text="1. Overview">
<sx:sync version="1" id="BrEDmy7Bfk+rqFsoP4rzcw=="/>
</outline>
<outline text="2. Service Management as a practice">
<outline text="What is SM?">
<sx:sync version="1" id="jEPqqqGd6EuTl22CxugU0w=="/>
</outline>
<outline text="What are services?">
<sx:sync version="1" id="N2SNqJraV0m1kzzYA03Ykw=="/>
</outline>
<outline text="The business process">
<sx:sync version="1" id="ndUQMzP2fEuOqnm9Pbbymw=="/>
</outline>
<outline text="Principles of SM">
<sx:sync version="1" id="lugtgIqcqUKC1h2vjzKq0g=="/>
</outline>
<outline text="The Service Lifecycle">
<sx:sync version="1" id="sHMf7B0UVU+pa5edDKPy5A=="/>
</outline>
<outline text="Functions and processes across the lifecycle">
<sx:sync version="1" id="4aTEUfAhbEeT5rCZS1MFQQ=="/>
</outline>
<sx:sync version="1" id="UOAL0L8eKEeXE6aJZza2ZA=="/>
</outline>
<outline text="3. Service strategy principles">
<outline text="Value creation">
<sx:sync version="1" id="Y9rnusD3tE6eypauDBKqxg=="/>
</outline>
<outline text="Service assets">
<sx:sync version="1" id="W/oAC912KE6zvtkcLEAtTQ=="/>
</outline>
<outline text="Service provider types">
<sx:sync version="1" id="e4BwzKMJqEGOw9kaRzSG0Q=="/>
</outline>
<outline text="Service structures">
<sx:sync version="1" id="1obREey260y/KvdW2dNSWg=="/>
</outline>
<outline text="SS fundamentals">
<sx:sync version="1" id="khDEGHe+lkK+2MLfONqzkQ=="/>
</outline>
<sx:sync version="1" id="/uP0BZO26kquDkpGguWmXw=="/>
</outline>
<outline text="4. Service Strategy">
<outline text="Define the market">
<sx:sync version="1" id="K6E1Qp8A/EKyrIz5FRWxXg=="/>
</outline>
<outline text="Develop the offerings">
<sx:sync version="1" id="tVa1hYk+OkChxz4cmpEtDg=="/>
</outline>
<outline text="Develop strategic assets">
<sx:sync version="1" id="dE7LwwyBZ0mk3dNKiO5hLQ=="/>
</outline>
<outline text="Prepare for execution">
<sx:sync version="1" id="7VS/igYwN06954JNDvdlbQ=="/>
</outline>
<sx:sync version="1" id="/W8By4stPkmowIvyQ8eehg=="/>
</outline>
<outline text="5. Service economics">
<outline text="Financial management">
<sx:sync version="1" id="iRX9ap3FdEyU0c3mmbQCgw=="/>
</outline>
<outline text="ROI">
<sx:sync version="1" id="+Y92iqNFFUOz4zuufaDBlA=="/>
</outline>
<outline text="Service Portfolio Management">
<sx:sync version="1" id="lUAv4MFfrkaHozsTzOaiKg=="/>
</outline>
<outline text="Service Portfolio Management Methods">
<sx:sync version="1" id="ciTY3HlNb0Or2hULL4Rk2A=="/>
</outline>
<outline text="Demand Management">
<sx:sync version="1" id="64Vf7rlCNUGBYKrY56K3WA=="/>
</outline>
<sx:sync version="1" id="lStzbZEiJEa1udRNomtlhA=="/>
</outline>
<outline text="6. Strategy and organization">
<outline text="Organizatioonal development">
<sx:sync version="1" id="BDSs5c3fEUCv11SdIkB2ew=="/>
</outline>
<outline text="Organizational departmentalization">
<sx:sync version="1" id="TJOeDGwunkmLU7BnQaSmdg=="/>
</outline>
<outline text="Organizational design">
<sx:sync version="1" id="KWwFiN9Oek+7tfwusUW3hQ=="/>
</outline>
<outline text="Organizational culture">
<sx:sync version="1" id="TnJk25LSUEKacYp/nty73A=="/>
</outline>
<outline text="Sourcing strategy">
<sx:sync version="1" id="0ISnu8ifpUKNGURGIix8OQ=="/>
</outline>
<sx:sync version="1" id="Ja1LeLxymEaKDxwG5L6viw=="/>
</outline>
<outline text="7. Strategy, tactics and operations">
<outline text="Implementation through the lifecycle">
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</outline>
<outline text="Strategy and design">
<sx:sync version="1" id="MO+3k5bbzEGM3UXPNRmK+g=="/>
</outline>
<outline text="Strategy and operations">
<sx:sync version="1" id="JckpkMeuGUCcCTbuHXAxQg=="/>
</outline>
<outline text="Strategy and improvement">
<sx:sync version="1" id="Eo9lgzWZYU+h2Enh2DIVTQ=="/>
</outline>
<sx:sync version="1" id="C1HmCzmDUUiGq2ypBX4mAg=="/>
</outline>
<outline text="8. Technology and strategy">
<outline text="Service automation">
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<outline text="Tools for service strategy">
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<outline text="9. Challenges, CSFs and risks">
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<outline text="Coordination and control">
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<outline text="Effectiveness in measurement">
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</body>
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