Acknowledgements

SECOND EDITION

Author

Alison Cartlidge, Steria

Reviewers

Oghale Efue, Epsom & Ewell Borough Council

Trevor Murray, The Grey Matters

Sue Shaw, Tricentrica, UK

Paul Wigzel, Paul Wigzel Training & Consultancy

Series editor

Alison Cartlidge, Steria

FIRST EDITION

Authors

Alison Cartlidge, Steria

Janaki Chakravarthy, Infosys

Colin Rudd, itEMS Ltd

John A Sowerby, DHL IT Services

Reviewers

John Groom, West Groom Consulting, UK

Ashley Hanna, HP, UK

Dave Jones, Pink Elephant, UK

Aidan Lawes, service management evangelist, UK

Tricia Lewin, independent consultant, UK

Trevor Murray, The Grey Matters, UK

Michael Imhoff Nielsen, IBM Denmark

Michael Nyhuis, Solisma, Australia

Sue Shaw, Tricentrica, UK

HP Suen, The Hong Kong Jockey Club

Editors

Alison Cartlidge, Steria

Mark Lillycrop, itSMF UK