ACKNOWLEDGEMENTS

Acknowledgements

AXELOS Ltd is grateful to everyone who has contributed to the development of this guidance and in particular would like to thank the following people.

Lead editor

Barclay Rae

Barclay has been working within the service management industry since 1994. He works as a consultant, analyst, auditor, and writer for a variety of industrial organizations, and is a board member of itSMF UK. He is the co-author of ITIL^® Practitioner Guidance and ITIL^® Foundation: ITIL 4 Edition; co-author of the SDI’s world-class service desk standards; and a contributor to ISO/IEC 20000. He created the ITSM Goodness model in 2013 and is a regular presenter at global industry conferences and events.

Barclay’s work mostly involves delivering practical guidance and strategic consultancy to service delivery organizations. As a business owner he is also involved in developing new businesses and fixing established ones. Before IT and consultancy work, he was a musician: performing, writing, and recording his own work.

Authoring team

Aprill Allen

Aprill has been running her boutique consultancy firm Knowledge Bird for 10 years, partnering with other boutique firms to bring a knowledge management perspective to ITSM projects. An active member of itSMF Australia, Aprill specializes in knowledge management and collaboration for customer success. She provides consultancy services to start-ups, scale-ups, and enterprise service delivery teams. She is a certified KCS practitioner and trainer, and coaches service management teams across Australia and New Zealand on how to work more effectively in complex environments.

Akshay Anand

Akshay is a product ambassador at AXELOS, working on the development of new guidance and research within the ITSM portfolio. With experience from the US, UK, and India, he previously advised Fortune 100 clients on their ITSM capabilities, implemented toolsets such as Remedy and ServiceNow, and headed up global ITSM activities at Macmillan Publishing. More recently, Akshay has focused on bringing together Agile development teams and ITSM professionals to address the challenges posed by emerging technologies. He tweets as @bloreboy.

Signe-Marie Hernes Bjerke

Signe-Marie has been passionately engaged in the field of ITSM for more than 20 years. She was part of the group that created itSMF in Norway in 2003, was a member of the ITIL advisory group in 2007, and has been a senior examiner for both ITIL and information security. After 16 years as a service management consultant in DNV GL, she decided to start her own business, founding Teambyggerne AS in 2017 (The Teambuilders Ltd). She facilitates workshops and team building in order to help both IT teams and business teams reach business goals and co-create customer value. Above all, she is enthusiastic about people and encouraging them to adopt best practice, which is why she also loves to work as a trainer for Glasspaper in Norway; there she teaches ITIL, PRINCE2, information security (ISO 27001), Lean and DevOps.

Peter Bodman

Peter is a highly experienced and technically proficient programme manager with extensive technical infrastructure, business application, and process experience in the financial services, media, telecommunications, insurance, retail, wholesale, and IT services industries. He holds certifications in PRINCE 2, ISEB PM, and ISTQB test management, and a diploma in IoD company direction. Peter has a special interest in test management and testing techniques. He has a proven track record of managing large programmes with commensurate budgets across international boundaries, working with the most senior and demanding stakeholders.

Mauricio Corona

Mauricio is an experienced IT and service management professional, considered as one of the top 25 thought leaders in technical support and service management, and as one of the top 100 influencers in IT service management. He holds 21 ITIL certifications, as well as certifications in COBIT, ISO 20000 and 27000, PRINCE2, and MCP. In addition to teaching graduate-level courses in several universities in Mexico, Mauricio conducts scientific research related to digital transformation, and is a well-known international speaker. In 2011, he founded BP Gurus, based in Latin America, to provide cutting-edge and highly specialized digital transformation consulting and training services.

John Custy

John is a recognized service management authority who consults and educates across the world. He is acknowledged as one of the top 25 thought leaders in technical support and service management, as well as one of the 25 best service management people to follow on Twitter. He holds 20 ITIL certifications and numerous other industry certifications in ITSM and ISO/IEC 20000. He is a certified KCS instructor and a member of the HDI faculty. In 2015 he was awarded the Ron Muns lifetime achievement award, was recognized by Cherwell software as an IT industry legend, and inducted into the HDI Hall of Fame in 2018.

Claire Drake

Claire is an experienced ITSM professional who has worked in IT and service management for more than 13 years, her latest role being that of service architect. She has implemented ITIL guidance throughout her career and gained an extensive knowledge of working in digital transformation programmes in organizations of varying sizes in both the public and private sectors. Claire is a keen mentor and coach with an ability to communicate with people at all levels. She is ITIL-certified and a certified Agile service manager; in 2019, she was co-opted to the board of itSMF UK.

Rosemary Gurney

Rosemary is an experienced ITSM training consultant and examiner who also holds several voluntary positions within the industry. Previously chair of the board of directors at itSMF UK (where she transformed and modernized the loss-making organization into a financially stable one), she is now a director on the board of itSMF International. Rosemary is an accredited trainer, examiner, and auditor for the Service Desk Institute and holds certifications in ITIL, PRINCE2, COBIT, VeriSM, and programme office management.

Jon Hall

Jon is an innovation-focused product manager with an extensive track record at the leading edge of ITIL-focused tooling and practice. He is well known in the DevOps community for his exploration of service management’s necessary evolution to support and enable the success of DevOps through new ways of working. He is a recognized and cited expert on swarming as a transformational work practice. His work has been cited by DevOps luminaries such as Gene Kim, and he regularly speaks at both ITSM and DevOps events.

The ITIL storyline

Katrina Macdermid

Katrina is an ITIL 4 global ambassador, author, and creator of an innovative integrated framework, human-centred ITIL service design. She is an ITIL Master, with a solid background in designing and implementing IT operating models that put customer experience at the heart of all ITIL processes. Katrina has been responsible for the successful implementation of key strategic programmes and integrated service management in some of Australia’s largest and most iconic organizations. She is a well-known conference speaker on human-centred ITIL service design.

Craig Smith

Craig is a poet and novelist, with three books to his name. He currently works as the managing editor of the content team at AXELOS. Craig commissioned and edited ITIL Practitioner Guidance, along with ITIL and DevOps: Getting Started and Using Kanban in ITIL Operations. Craig also co-wrote ITIL Foundation Exam Tips, the most widely read blog on the AXELOS site.

AXELOS ITIL 4 architect team

ITIL 4 lead editors

Project team

Contributors

Ian Aitchison, Alan Berkson, Deborah Biancotti, Tony Brough, Grant Harris, Matthew Helm, Jessica Hinkal, Gretta Jensen, Tricia Lewin, Caspar Millar, Mitch Pautz, Kevin Smith, Ole Westergaard, Chris Whitehead.