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 both had teachers who shared their passion for service management during our ITIL^® V2 Manager courses all those years ago: Helen would like to thank Ben Weston, Andrew Jacobs, and Mark Haddad, and Liz would like to thank Dave Wheeldon and Lloyd Robinson. 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 Jim Tebby for checking the content of this book and for the helpful suggestions they made.