John Black  IBM Global Services Integrated Operations, IT Delivery, No 1 The Square, Bristol, BS1 6DG, United Kingdom (john.blackuk.ibm.com). Dr. Black is an architect in the Integrated Operations, IT Delivery organization. He was principal of the IBM United Kingdom Object Technology Practice and subsequently an e-business services principal consultant in the IBM Banking Sector. He moved into IT Service Delivery in 2003 as Design Authority Leader and Chief Architect for IBM Service Delivery in Europe. He is currently Chief Architect for the Global Solutions Architecture Repository within the IBM Global IT Delivery organization. Dr. Black is an Open Group Master Certified Architect and a Fellow of the Institution of Engineering and Technology.

Christine Draper  IBM Software Group, 11501 Burnet Road, Austin, Texas 78727 (cdraperus.ibm.com). Mrs. Draper is a Senior Technical Staff Member on the IBM autonomic-computing architecture team and works with development teams within IBM to apply autonomic computing concepts to ITSM. An active member of the Organization for the Advancement of Structured Information Standards (OASIS), she is working to standardize a solution deployment descriptor. She has a B.A. degree with honors from the University of Cambridge, England.

Tom Lococo  IBM Global Services, 11 Kalina Drive, Rhinebeck, New York (tlococous.ibm.com). Mr. Lococo is a Senior Technical Staff Member in the Integrated Operations, IT Delivery organization. He works on IT outsourcing offerings and solutions, primarily in the Financial Services sector. His current focus is on developing ITSM reference architectures for IBM global delivery centers.

Fouad Matar  IBM Global Services Integrated Operations, IT Delivery, 800 No. Magnolia Avenue, Orlando, Florida 32803 (matarus.ibm.com). Mr. Matar is a Senior Technical Staff Member in the Integrated Operations, IT Delivery organization. His focus is on establishing and advancing strong linkages with the Global Technology Services service-product line organizations. He has an M.S. degree in electrical engineering from the University of Central Florida and is currently working on a Ph.D. degree in mathematics. Mr. Matar creates service solutions in the server and storage areas.

Christopher Ward  IBM Research Division, Thomas J. Watson Research Center, 19 Skyline Drive, Hawthorne, New York 10532 (cw1us.ibm.com). Dr. Ward is a research staff member and manager in the Service Delivery department. He has a Ph.D. degree in computer science from the University of Florida. He joined IBM in 2000 and is most recently responsible for innovative functionality in the configuration management process for the IBM Tivoli ITSM-based CCMDB product. Dr. Ward has published over 50 papers addressing a variety of computer science problems, is author or coauthor of numerous patents, and is a Senior Member of the IEEE.