1. PROGETTO
2. Service Lifecycle
   1. Service Strategy
      1. Service Portfolio Management
         1. Service Portfolio Design
         2. Process Design
         3. Measurement Design
         4. Service Portfolio
            1. Service Pipeline
            2. Service Catalogue
            3. Service operation
            4. Third-party catalogue
            5. Retired services
      2. Demand Management
         1. Business process
         2. Service process
      3. Financial Management
         1. Business case
            1. Introduzione
            2. Metodi e assunzioni
            3. Impatti di Business
            4. Rischi e contingenze
            5. Raccomandazioni
         2. Demand modelling
         3. Service Provisioning Optimisation
         4. Planning and Budgeting
         5. Accounting
         6. Compliance
   2. Service Design
      1. Service Level Management
         1. Progettazione
            1. Service Level Requirement
            2. Service Level Agreement
            3. Operational Level Agreement
            4. Underpinning Contract
            5. Service-based SLA
            6. Customer-based SLA
            7. Multi-level SLA
         2. Monitoraggio delle performance
            1. Customer Satisfaction
            2. Questionari peridiodici
            3. Feedback
            4. Ricerche
            5. Analisi delle aderenze
            6. Service Report
            7. Service Review Meetings
            8. Service Improvement Plan
            9. Dettagli sulle performance
            10. RAG Chart
            11. Revisione
      2. Service Catalogue Management
         1. Business Service Catalogie
         2. Techinical Service Catalogue
      3. Supplier Management
      4. Capacity Management
      5. Availability Management
      6. IT Service Continuity Management
      7. Information Security Management
   3. Service Transition
      1. Service Asset and Configuration Management
      2. Change Management
      3. Release and Deployment Management
      4. Knowledge Management
   4. Service Operation
      1. Event Management
      2. Incident Management
      3. Problem Management
      4. Request Fulfilment
      5. Access Management
      6. Service Desk
      7. IT Operation Management
      8. Techinical Management
      9. Application Management
   5. Continual Service Improvement
      1. 7 steps Improvement Process
         1. Plan
         2. Do
         3. Check
         4. Act
         5. Business value
         6. Baseline
         7. Metriche
3. Good Practice
   1. Efficienza
   2. Efficacia
   3. Pubbliche / proprietarie
      1. COBIT
      2. CoSO
      3. ISO IEC 20000
      4. ISO IEC 27000
      5. ISO IEC 38500
      6. CMMI
      7. MOF
      8. MSF
      9. PMI
      10. PRINCE2
      11. MSP
      12. ASL
      13. TMAP
4. SERVIZIO
5. SISTEMA IT
6. SERVICE MANAGEMENT
   1. Business Unit
      1. FUNZIONI
         1. Capacità
            1. Management
            2. Organization
            3. Processes
            4. Knowledge
            5. People
         2. Risorse
            1. People
            2. Information
            3. Application
            4. Infrastructure
            5. Financial capital
   2. RUOLI
      1. CUSTOMER
      2. USER
      3. PROCESS MANAGER
      4. PROCESS OWNER
      5. SUPPLIER
      6. SERVICE OWNER
   3. RISULTATO
      1. Valore
         1. Utility
            1. Performance
            2. Rmozione Vincoli
         2. Warranty
            1. Available
            2. Capacity
            3. Continuous
            4. Secure
7. PROCESS MANAGEMENT
   1. PROCESSI
      1. Cliente
      2. Misura
      3. Trigger
      4. PROCEDURE
      5. WORK INSTRUCTION
   2. INPUT
   3. PUNTI DI MONITORAGGIO
   4. OUTPUT
   5. PROCESS MODEL
      1. Process control
8. RISK MANAGEMENT
   1. Identify the risk
   2. Identify probable risk owners
   3. Evaluate the risk
   4. Set acceptable levels
   5. Identify suitable respomse
   6. Implement responses
   7. Gain assurances
   8. embed and review