- IT Service Management as a service organisation
- Where are we now, where do we want to be, how will we get there?
- Business case for implementing ITIL Service Lifecycle
- Promoting the value of IT Service Management
- Marketing ITIL Service Management
- The Service Lifecycle itself
- Benchmarking and Baselines
- Stakeholders and ITIL
- The Service Management and Lifecycle roadmap
- Metrics – “If you can’t measure it you can’t manage it!
- Action plan
