Copyright

Business-focused IT and service excellence

The British Computer Society

BCS is the leading professional body for the IT industry. With members in over 100 countries, the BCS is the professional and learned Society in the field of computers and information systems.

The BCS is responsible for setting standards for the IT profession. It is also leading the change in public perception and appreciation of the economic and social importance of professionally managed IT projects and programmes. In this capacity, the Society advises, informs and persuades industry and government on successful IT implementation.

IT is affecting every part of our lives and that is why the BCS is determined to promote IT as the profession of the 21st century.

Joining BCS

BCS qualifications, products and services are designed with your career plans in mind. We not only provide essential recognition through professional qualifications but also offer many other useful benefits to our members at every level.

BCS Membership demonstrates your commitment to professional development. It helps to set you apart from other IT practitioners and provides industry recognition of your skills and experience. Employers and customers increasingly require proof of professional qualifications and competence. Professional membership confirms your competence and integrity and sets an independent standard that people can trust. Professional Membership (MBCS) is the pathway to Chartered IT Professional (CITP) Status.

www.bcs.org/membership

Further Information

Further information about BCS can be obtained from: BCS, First Floor, Block D, North Star House, North Star Avenue, Swindon, SN2 1FA, UK.

Telephone: 0845 300 4417 (UK only) or + 44 (0)1793 417 424 (overseas)

Contact: www.bcs.org/contact

Business-focused IT and service excellence

David Miller

Copyright © 2008 David Miller

The rights of David Miller to be identified as the author of this work have been asserted in accordance with the Copyright, Design, and Patents Act 1998.

First Published in Great Britain in 2005 by ITDYNAMICS™ Ltd

ITDYNAMICS™ is a registered trademark.

All rights reserved. Apart from any fair dealing for the purposes of research or private study, or criticism or review, as permitted by the Copyright Designs and Patents Act 1988, no part of this publication may be reproduced, stored or transmitted in any form or by any means, except with the prior permission in writing of the Publisher, or in the case of reprographic reproduction, in accordance with the terms of the licences issued by the Copyright Licensing Agency. Enquiries for permission to reproduce material outside those terms should be directed to the Publisher.

BCS

Publishing and Information Products

First Floor, Block D

North Star House

North Star Avenue

Swindon

SN2 1FA

UK

www.bcs.org

ISBN 978-1-902505-88-6

British Cataloguing in Publication Data.

A CIP catalogue record for this book is available at the British Library.

All trademarks, registered names etc. acknowledged in this publication are to be the property of their respective owners.

Disclaimer:

The views expressed in this book are of the author(s) and do not necessarily reflect the views of BCS except where explicitly stated as such.

Although every care has been taken by the authors and BCS in the preparation of the publication, no warranty is given by the authors or BCS as Publisher as to the accuracy or completeness of the information contained within it and neither the authors nor BCS shall be responsible or liable for any loss or damage whatsoever arising by virtue of such information or any instructions or advice contained within this publication or by any of the aforementioned.

Typeset by Lapiz Digital Services.

Printed at .