Service Delivery covers the service the business requires of the provider to enable adequate support to the business users. Issues covered include Capacity Management, Financial Management for IT Services, Availability Management, Service Level Management and IT Service Continuity Management.

For IT to bring the greatest possible benefits to a business, IT practitioners must develop a deep understanding of their organisation's key principles and requirements. Issues covered in this book include business continuity management, partnerships and outsourcing, surviving change and transformation of business practices through radical change. ITIL Business Perspective provides advice and guidance to help IS personnel to understand how they can contribute to business objectives and how their roles and services can be better aligned and exploited to maximise that contribution.

Security Management is primarily the responsibility of the business, with the IT Security Officer responsible for setting Security Policy. This book looks at Security from the service provider stand-point. It identifies how Security Management relates to the IT Security Officer and provides the level of security necessary for the provision of the total service to the organisation.

Planning to Implement Service Management answers the question "Where do I start with ITIL?". It explains the steps necessary to identify how an organisation might expect to benefit from ITIL and how to set about reaping those benefits. It will help organisations in identifying their strengths and weaknesses, enabling them to develop the former and overcome the latter.

Application Management embraces the software development life cycle, expanding the issues touched upon in Software life cycle support and testing of IT Services. Application Management also provides details on business change with the emphasis being placed on clear requirement definitions and the implementation of solutions to meet business user's needs.

ICT Infrastructure Management (ICT IM) covers all aspects of ICT Infrastructure Management from identification of business requirements through the tendering process, to the testing, installation deployment, and ongoing operation and optimisation of the ICT components and IT services.

Software Asset Management(SAM) would be of interest to anybody involved in the acquisition, development, operation use or retirement of software within an organisation. It covers issues such as making the business case, organisation, roles and responsibilities; process overview through to software licensing and its control.