Steve Mann has spent over 30 years in IT Service Management and is now a consultant, trainer and coach. He is chair of the ISEB ITIL Foundation Question Examination Board. Nigel Mear has been involved in Service Management for nearly 25 years and has worked for organisations including the BBC, IBM, BT, and C&W. Tony Gannon has been active in the ITSM industry for 25 years and is renowned for his pragmatic approach to interpreting ITIL guidance into workable solutions.