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Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks. Where those designations appear in this book, and the publisher was aware of a trademark claim, the designations have been printed with initial capital letters or in all capitals.

The author and publisher have taken care in the preparation of this book, but make no expressed or implied warranty of any kind and assume no responsibility for errors or omissions. No liability is assumed for incidental or consequential damages in connection with or arising out of the use of the information or programs contained herein.

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Library of Congress Cataloging-in-Publication data is on file.

Copyright © 2010 Pearson Education, Inc.

All rights reserved. Printed in the United States of America. This publication is protected by copyright, and permission must be obtained from the publisher prior to any prohibited reproduction, storage in a retrieval system, or transmission in any form or by any means, electronic, mechanical, photocopying, recording, or likewise. For information regarding permissions, write to:

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This material may be distributed only subject to the terms and conditions set forth in the Open Publication License, v1.0 or later (the latest version is presently available at

ISBN-13: 978-0-137-02506-0

Text printed in the United States on recycled paper at RR Donnelley, Crawfordsville, IN.

First printing February 2010

Cover - The Big Ben clock tower symbolizes Great Britain, where best practices for IT infrastructure processes were first formalized.

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Acquisitions Editor
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Les Labuschagne

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Book Designer
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In Fondest Memory of My Beloved Son Ben

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