C.1. Preparing the basics p.20--C.2. Defining departmental parameters p.24-- C.3. Identifying primary ITIL Fundamental tasks p.31-- C.4. Identifying non-ITIL fundamental Tasks p.38-- C.5. Rationalizing the fundamental tasks p.50-- C.6. Creating associated fundamental task packs p.61-- C.7. Constructing your service management department p.70-- C.8. Organizational plans and charts p.82-- C.9. Resourcing your service management department p.89--