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
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