CONTENTS

 1     Scope 
 2     References 
 3     Definitions  
 4     Abbreviations and acronyms        
 5     Conventions     
 6     Introduction      
 7     Operations level 2 and level 3 processes  
        7.1     Customer relationship management 
        7.2     Service management and operations           
        7.3     Resource management and operations        
        7.4     Supplier/partner relationship management   
 8     SIP level 2 and 3 processes         
        8.1     Marketing and offer management   
        8.2     Service development and management       
        8.3     Resource development and management    
        8.4     Supply chain development and management           
 9     Enterprise management level 2 processes 
        9.1     Strategic and enterprise planning    
        9.2     Enterprise risk management
        9.3     Enterprise effectiveness management          
        9.4     Knowledge and research management        
        9.5     Financial and asset management     
        9.6     Stakeholder and external relations management      
        9.7     Human resources management       
Bibliography