This is the definitive guide to business relationship management for all IT and business professionals. It takes some keynotes from ITIL and SFIA but plays a symphony in the depth and coverage of the human role in the context of process, systems, methods and technological change. -- Brian Scott MBCS

Ernest Brewster has over thirty years’ experience in IT, including twenty years as a senior manager in various public sector organisations, latterly as Head of IT at Fife Council, one of Scotland’s largest local authorities with an estate of over 15,000 personal computers and a network linking several hundred separate sites. A long-time champion of ITIL service management with a record of implementing ITIL good practice in complex organisations, he is an expert in strategy development, programme and project management, business process re-engineering and public procurement. He is also a former member of SOCITM’s National Executive Committee and a contributor to several of SOCITM’s MapIT publications.