Author - Ivor Macfarlane
Ivor Macfarlane has been involved in IT Service Management Best Practice since 1989. He has authored ITIL® books (including being an ITIL V3 author), ISO/IEC 20000 and itSMF pocketbook and dictionary. e is actively involved with itSMF and is currently a member of both UK and international boards, where he holds the portfolio for publications and ITSM development. He is an Independent IT Service Management Trainer and Consultant, and has worked for numerous customers across 22 countries in 5 continents.