Service KBAs IT Service Management Program Articles Terms and Classification Incident, Request, Problem, Change IT Service Management Glossary IT Ticket Toolbox Term: Configuration Items RACI Definitions IT Service Management Practices for Unit Implementation Assessment Checklist for a Unit IT Service Management Program Roles and Responsibilities Program Manager Process Owner Process Coordinator The IT Service Management Steering Committee Service Line Owner Service Owner Service Delivery Manager An Introduction to Service Roles How the IT Service Management Roles Interrelate Technical Lead Services and Offerings Service Levels and Service Tiers Services and Service Offerings The Service Catalog, Service Portfolio, and What “Service” Means Vendors Vendor Scorecards Concepts and Practice Benefits of IT Service Management Proactive vs. Reactive Service Management ITIL: Think "Best Practices" IT Service Management and Metrics A More Customer-Centric View from IT Service Management Learning Resources EDUCAUSE HDI The IT Process Wiki ITSM and ITIL Online Courses
