Jabe Hickey  IBM Global Services, Integrated Technology Delivery, Service Management, 852 Tenacity Dr., Longmont, CO 80504 (hijabeus.ibm.com). Ms Hickey is a senior process architect providing technical leadership for process and industry standards initiatives for IBM Global Services—Integrated Technology Delivery. Her major area of interest is IT service management in an outsourced environment. She has contributed to the development of industry best-practice frameworks for IT service management and sourcing service provision. She has an M.A. degree in organizational communication from the University of Colorado.

Jane Siegel  Carnegie Mellon University, 5000 Forbes Ave., Pittsburgh, PA 15213 (jalscs.cmu.edu). Dr. Siegel is the director of the Information Technology Services Qualification Center (ITSqc) at Carnegie Mellon University. ITSqc developed the eSourcing Capability Model for Service Providers to assist clients in selection of IT-enabled service providers and to foster improvement in capabilities of outsourcing service providers, and the eSourcing Capability Model for Clients to address specific issues and challenges clients face in defining and maintaining an effective working relationship with providers. Her primary research interest is in developing cost-effective, reliable, and rigorous methods to measure organizational performance. She has a B.A. degree from the University of Colorado in Boulder, an M.Ed. degree from the University of Virginia, and a Ph.D. degree from Carnegie Mellon University.