Daniel McLean has worked in IT for more than 20 years, and for more than ten years has been designing, implementing and operating processes to support ITSM. His work focuses on bringing the best practices from the ITSM Standards into practical operational processes that are tailored to the needs of the particular organisation. Daniel has developed and delivered customized ITIL courseware to a number of organisations and was a peer reviewer during the development of the ITIL 2007 v3 Service Strategy element of the ITIL framework. He holds many honors in IT and related areas.

• 1: So Easy Even a Child Could Do It2: I'd Thought Things Were Going Rather Well3: Try to Get it Right this Time4: The Trivial Many Versus the Meaningful Few5: Teaching Old Dogs New Tricks6: Every Journey Begins with a Destination7: Friend or Foe?8: Hunters and Gatherers9: Whispers in the Halls10: What's the Use?11: Bringing in the Data12: The Signal Amongst the Noise13: Knowledge wants to be Free14: Long Goodbyes