Preface xv Thanks to the following people for their contributions to this project: Amanda Hayden Service Desk and Asset Management Solutions ( SaS) http:// www. sassolutions. com Diane Sherman, Wade Wallace International Technical Support Organization, Austin Center Tamikia Barrow International Technical Support Organization, Raleigh Center Kristin Wall Gibson, Emma Jacobs IBM USA Marc Perucca IBM UK Become a published author Join us for a two- to six- week residency program! Help write a book dealing with specific products or solutions, while getting hands- on experience with leading- edge technologies. You will have the opportunity to team with IBM technical professionals, Business Partners, and Clients. Your efforts will help increase product acceptance and customer satisfaction. As a bonus, you will develop a network of contacts in IBM development labs, and increase your productivity and marketability. Find out more about the residency program, browse the residency index, and apply online at: ibm. com/ redbooks/ residencies. html