6Chapter 2: Inventory the Current Service Offering
17Chapter 13: Analysis and Deployment
7Chapter 3: Validate the Current Service Model
18Chapter 14: Operation and Sustainment
8Chapter 4: Establish an ITSM Steering Committee
19Chapter 15: Balanced Scorecard and Continual Improvement
9Chapter 5: Define the Ideal Target State
20Chapter 16: Putting it all Together
10Chapter 6: Create the IT Strategic and Tactical Plans
21Further Reading
11Chapter 7: Define the Organizational Roles and Responsibilities
22Closing Credits
