ContentsList of Figures and TablesAcknowledgementsAbout Pink ElephantForewordPrefaceChapter 1: IntroductionChapter 2: IT Governance UnraveledChapter 3: The External Managed Service ProviderChapter 4: Process ImplementationChapter 5: Defining, Modeling and Costing IT ServicesChapter 6: The Federated CMDBChapter 7: Developing A Quality Driven Measurement FrameworkChapter 8: The Theory of Constraints and Continuous Service ImprovementAppendices:Appendix 1: An example of a Communication Plan MatrixAppendix 2: An example of a Process Dashboard TemplateAppendix 3: Detailed Project RolesAppendix 4: BibliographyAppendix 5: Definitions Appendix 6: About Pink Elephant