6Chapter 3: Plan and manage resources in the service value system
19Chapter 16: Value streams for user support: Knowledge management
7Chapter 4: The use and value of technology across the service value system
20Chapter 17: Value streams for user support: Service level management
8Chapter 5: Value streams for new services: Reviewing service value chains and service value streams
21Chapter 18: Value streams for user support: Monitoring and event management
9Chapter 6: ITIL practices and value streams for new services
22Chapter 19: How to create, deliver and support services
10Chapter 7: Value streams for new services: Change enablement
23Chapter 20: Exam preparation
11Chapter 8: Value streams for new services: Service design and software development and management
24Appendix A: Banksbest case study
12Chapter 9: Values streams for new services: Service validation and testing
25Further reading
13Chapter 10: Value streams for new services: Release management and deployment management
26Closing Credits
