About the Author

David Clifford is a director of Pace Harmon, an international advisory firm headquartered in the USA. He has contributed to a number of publications about IT service management, writing about ITIL(R), service agreements, and international standards. He also initiated and contributed to the development, and assisted with the promotion, of EXIN's IT Service Management qualification program based on ISO/IEC 20000. He is currently Chair of the BSi committee on IT governance (ISO/IEC 38500) and contributes to the development of the IT service management standard ISO/IEC 20000 and BPO for IT enabled services (ISO/IEC 30105).