CONTENIDO: Introduction. Relationship between processes. Getting started. Service level management. Financial management for IT services. Capacity management. IT Service continuity management. Availability management. Service management software tools. Planning for the implementation of service management. Bibliography. Appendix A. Terminology. B. Process theory and practice. C. Implementing service management processes - issues to consider. D. Quality. E. Communications. F. Example cost-benefit analysis for service management processes. G. Service delivery processes.