About the Authors

Liz Gallacher  is a service management consultant and trainer with 30 years of practical experience. She placed in the top 5 percent of candidates in the ITIL Manager certificate and was invited to join the ISEB V2 Managers Certificate Examiners panel. She holds the ITIL Expert certification and is a certified ISO/IEC 20000 consultant.

Liz provides consultancy and training on all aspects of IT service management, focusing on the ITIL framework and the ISO/IEC2000 standard. She has designed and implemented improvement initiatives covering many areas of service management for a variety of organizations, large and small. Her experience over the past 30 years has been a mixture of consultancy, training, and implementation, including ...

Get ITIL Intermediate Certification Companion Study Guide now with the O’Reilly learning platform.

O’Reilly members experience live online training, plus books, videos, and digital content from nearly 200 publishers.