This publication is a comprehensive introduction to service management. It offers explanations, guidance and recommendations and has been produced to meet the needs of commercial and public sector organizations. It is aimed at managers and staff responsible for implementing, maintaining, improving or procuring service management. Managers will find it will help them get to grips with best practice, objectives, benefits and the possible problems of service management. It recognizes that services and service management are essential for organizations to generate revenue or be cost-effective. Contents: Introduction Organizational and staffing considerations Planning and implementing service management Planning and implementing new or changed services Service delivery processes Relationship processes Resolution processes Control processes Release Process Automation of service management Annex A: Guidance of SLA’s Annex B: Service management reports Annex C: Preparing for a ISO/IEC 20000 audit Annex B: Bibliography and other sources of information