Acknowledgments

We thank our colleagues across many organizations over the years who have assisted us in our attempts to put best practices into practice. In particular, Liz Gallacher would like to thank Dave Cousin, who encouraged her to follow her instincts and gave her the opportunity to do just that in two major projects.

We thank the teachers who shared their passion for service management during our ITIL V2 Manager courses all those years ago: Ben Weston, Andrew Jacobs, and Mark Haddad, who taught Helen, and Dave Wheeldon and Lloyd Robinson, who taught Liz. Our commitment to focusing our careers in IT service management can be traced back to those few intense weeks.

We thank all the students we have taught for sharing their experiences with us and the clients who have had faith in us and our ability to put theory into practice. Our understanding of service management grows and develops with every organization we work with.

We thank all the ITIL trainers, wherever they are, spreading the service management message every week of the year.

We thank Jane Holmes and Richard Webber for checking the content of this book and for the helpful suggestions they made.