Practical Service Level Management: Delivering High-Quality Web-Based Services

Acknowledgments

Many people have been part of this process of turning some ideas and experience into a book. First, my thanks to the Cisco Press team, especially Michelle Grandin. The steady enthusiasm and willingness of all to help are deeply appreciated.

In the same vein, the technical reviewers have been so helpful. I've had the pleasure of spending good time exchanging views with John Morency and Rich Ptak at many analyst conferences and other events; their suggestions for this manuscript were specific and helpful, and in some cases spurred some spirited discussions. Although I've never met David Fishman face to face, I'd be pleased to buy him a good meal someday as thanks for so many good suggestions and his attention to detail and integrity ...