I would like to acknowledge the following individuals, without whom this book could not have achieved its best.

Katherine Bull, Pearson, who believed in the idea of a book about ITSM that would help business achieve more.

Ivor Macfarlane, IBM, a service management pioneer and my mentor from the early days of ITSM and still today for his thorough and thought-provoking technical review.

Candace Dunwoodie, Aspect Group Inc., a highly respected business thought leader who kept all of us real with her sharp style of review and challenging perspective.

Very special thanks to my family, who through their sacrifice of my absence, their patience, motivation, and support made this book achievable and finished on time.

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