Ivor Macfarlane has been involved in IT Service Management Best Practice since 1989. Authoring credits include ITIL® books, ISO2000 and itSMF pocketbook and dictionary. He is actively involved with itSMF and is currently a member of both UK and international boards. He is an Independent IT Service Management Consultant and Trainer, and has worked for numerous customers across 22 countries in 5 continents.
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