Acknowledgements

I am deeply indebted to so many people for helping shape this publication – the countless change management practitioners the world over whom I’ve spoken to in person, at conferences or by email. Each one represents a unique set of challenges and circumstances.

I am grateful for the wealth of knowledge generously shared by Stuart Rance, Kirstie Megowan and Ivor Macfarlane. I am especially thankful for the extensive review and coaching of David Moskowitz, without whom this publication would not have happened.

Lastly, I would be remiss to not mention my long-time friend and mentor, Mark Thomas; without his advice and encouragement, my career in IT service management would not have been possible.

About the reviewers

Roy Atkinson

Roy Atkinson is HDI’s senior writer/analyst, acting as in-house subject matter expert and chief writer for blogs, articles and white papers; he is also a member of the HDI International Certification Standards Committee. He co-authored the AXELOS/HDI white paper, ‘Synergies between ITIL^® and Knowledge-Centered Support’. He has a background in service desk, desktop support and small-business consulting. He studied advanced management strategy at Tulane University’s Freeman Graduate School of Business, and holds HDI certificates in support center management (HDI-SCM) and knowledge-centered support (KCS).

Andie Kis

An ITIL, PRINCE2^® and Green IT qualified senior consultant specializing in service integration and management, Andie works for Information Services Group (ISG) Ltd. She has a strong practical background in business relationship management, service desks and the people side of IT, having started her IT career in 2002 on a multilingual IT help desk in Budapest, Hungary. In Andie’s own words, she is a practitioner of best practices with a chameleon-like ability to adapt to and understand a wide variety of customers and clients. She has worked in different industries in internal and outsourced roles, working with the likes of TCS, EDS, the BBC, Deutsche Bank and Macmillan Cancer Support. She is an active international speaker as well as a contributor to various industry magazines and blogs.

David Moskowitz

David Moskowitz is an IT service management consultant with more than 30 years’ experience of working with clients to help them improve outcomes that engage both business and IT. He has written, edited and taught ITIL, PRINCE2 and RESILIA™ courseware and articles. He is a systems thinker and certified as an ITIL Expert.

Peter Saxon

With more than 15 years’ professional experience in an IT environment, covering areas such as retail, logistics, NHS and automotive, Peter Saxon has held various roles, including those of computer analyst, service desk manager, operations manager, project and programme manager, and business change manager. Each of these roles has involved a significant amount of IT and business change management.