Thank you for buying (or borrowing!) this book, and I hope you’re keen to get on with reading it. Good. I’m sure you’ll find the journey ahead interesting, informative, and useful. But, before we start, are you clear in your own mind about what you want to achieve?

I guess that many readers will have the clear and simple aim of passing their ITIL Foundation exam—getting the qualification on their CV (or résumé). That’s fine. When I’ve been interviewing people who want to join my staff, I have been particularly interested in those with this qualification because I knew they came with some understanding of what we were trying to do and why we were going about it the way we were.

Of course, you may well have a longer-term career ...

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