ACKNOWLEDGEMENTS

The authors would like to acknowledge the legions of practitioners, consultants and academics worldwide, whose collective contributions provided the foundation for this work. Without their efforts, the practice of Information Technology Service Management (ITSM) would not exist, nor would its chief framework, the Information Technology Infrastructure Library® (ITIL®). In creating this work, we have truly stood upon the shoulders of giants.

The authors would also like to acknowledge itSMF USA, including the officers, staff and volunteers who do so much to help promote ITSM as a professional discipline.

We would like to thank the following reviewers for their helpful suggestions: Brian Johnson, CA, Chris Evans MBCS DPSM – ITSM Specialist, Dave Jones, Pink Elephant, and Roger Williams.

Finally, the authors would like to acknowledge Ms Michele Esposito, whose quiet voice of inspiration and keen eye for detail were instrumental in creating this work.