We thank our colleagues across many organizations over the years who have assisted us inour attempts to put best practices into practice. In particular, Liz Gallacher would like tothank Dave Cousin, who encouraged her to follow her instincts and gave her the opportunityto do just that in two major projects.We thank the teachers who shared their passion for service management during ourITIL V2 Manager courses all those years ago: Ben Weston, Andrew Jacobs, and MarkHaddad, who taught Helen, and Dave Wheeldon and Lloyd Robinson, who taught Liz. Ourcommitment to focusing our careers in IT service management can be traced back to thosefew intense weeks.We thank all the students we have taught for sharing their experiences with us and theclients who have had faith in us and our ability to put theory into practice. Our understandingof service management grows and develops with every organization we work with.We thank all the ITIL trainers, wherever they are, spreading the service managementmessage every week of the year.We thank Jane Holmes and Richard Webber for checking the content of this book andfor the helpful suggestions they made.