Service Management for Dummies®

Authors' Acknowledgments

We heartily thank our friends at Wiley, most especially Katie Feltman and our development editor, Kathy Simpson.

We learned a tremendous amount from all our interactions with IT executives who willingly and graciously shared their experiences and knowledge about those experiences with service management. We would like to acknowledge the following individuals: Elizabeth Kubycheck, George Maroulakos, and Keenan Phelan of CIBER; Guillermo Diaz, Jr. and Sean Worthington of Cisco; Philippe Caron of Commission scolaire de la Région-de-Sherbrooke; Harry K. Butler III of Elbit Systems of North America; Eric Norman and Bill Peer of InterContinental Hotels Group; Nick Robak of Independence Blue Cross; Isaac Ramsingh and Patrice Briley of The Medical Center of Central Georgia; Steve Flammini and Mary Finlay of Partners HealthCare; Michael Zucker of Sisters of Mercy Health System; Dan DuBeau and Meryl Ginsberg of Varian Medical Systems; and Robert Fort of Virgin Entertainment Group.

Thank you to our friends representing many of the vendors, systems integrators, and industry associations in the service management community: Al Zollar, Doug Brown, Kristin Hansen, Bill Powell, Caroline Robertson, Pierre Coyne, Rich Esposito, Pat Reynolds, Kathleen Holm, Alan Ganek, Laura Sanders, Terese Knicky, and Patty Rowell of IBM; Erin Smith of Axeda; Elaine Korn and Bill Emmett of BMC; Janice Thomas, Nicole Buffalino, and Julie L. Henderson of CA; Craig B. Librett and Jane Emerson ...