Acknowledgements

AUTHOR ACKNOWLEDGEMENTS

Special thanks to Tanya Benson and Kim Donica, who spent hours upon hours editing my chapters to ensure that the writing standards were high and that the guidance contained in this publication would be clear to all audiences. Beyond editing capabilities, both Tanya and Kim provided highly skilled ITSM feedback which helped the author immensely.

Other contributors include Khaled Aly, Eli Anhang, Mike Cartoscelli, Mike Efstathiou, Tzachi Golan, Molnar John, Yakov Kogan, Pascal Marat, Larissa Montrose, Kevin Mullen, Eitan Rafael, Eric Reich, Ross Richardson, Loren Shumway, Mark Stadtmueller, Kathy Steinway, Drew Terranova, Lloyd Turner, Mark Walter, Martin Williamson, Scott Wilson, Ivri Yair and David Zemon.

PUBLISHER ACKNOWLEDGEMENTS

The Stationery Office (TSO) would like to thank itSMF for its help in the quality assurance of this publication. Thanks are also due to those people who generously donated their time in reviewing this title, including George Kinnear of The Grey Matters, Paul Wigzel of Paul Wigzel Training and Consultancy, and Dot Tudor of TCC.