Executive Summary
Introduction & Definition
Characteristics of a Service
2.1 Five distinctive characteristics to a service management
The 3Ps of Services Management
3.1 People
3.2 Processes or Procedures
3.3 Physical Evidence
Service Delivery Model
4.1 Service Strategy
4.2 Service Design
4.3 Service Transition
4.4 Service Operation
4.5 Continual Service Improvement
Special.....
