If you are tired of ‘management by hair on fire,’ read this book and consider it carefully. --Stephen Northcutt, Director of Training and Certification, The SANS Institute, May 2004

The easy mapping between the Visible Ops phases and any maturity model validates the compelling logic of the book. --Jan Vromant, ITSM Consultant, May 2004

Visible Ops creates a logical starting point and details the key ‘issues and indicators’. --Henry E. Wojcik, Network Data Systems, May 2004

Kevin Behr is the president and founder of the ITPI, as well as the CTO of IP Services, Inc. Kevin’s 15 years experience in IT operations, security and field engineering spans environments ranging from financial services, manufacturing and technology sectors, allowing him to identify common problem domains and develop powerful solutions for IT Operations that span industry and scale. Kevin is working on development of IT operations management curriculum and research grants in conjunction with researchers from the Decision Sciences and MBA Programs at the University Of Oregon Lundquist College Of Business. Kevin is currently working with Gene Kim and Julia Allen, a senior member of the technical staff within the Networked Systems Survivability Program at the Software Engineering Institute at Carnegie Mellon University on prescriptive adoption methods that integrate best practices in IT operations, security, and audit. Kevin holds the CISA designation and is ITIL certified. Kevin is also a frequently invited speaker called on to address a broad range of technology and management framework topics by organizations such as The National Academies of Science, Hewlett Packard, The SANS Institute, AFCOM, The Palmer Group, The Software Engineering Institute at Carnegie Mellon University, CERT, Tripwire, and BetterManagement.com. Gene Kim is the CTO and co-founder of Tripwire, Inc. In 1992, he co-authored Tripwire while at Purdue University with Dr. Gene Spafford. Although Gene is widely published on computer security, operating systems and networking in SANS, ACM and IEEE publications, he is continually fixated on the problems of process integrity issues in Operations and Security. He is currently actively working on a series of projects with the Software Engineering Institute and Institute of Internal Auditors to capture how "best in class" organizations have Security, Operations, Audit, Management, and Governance working together to solve common objectives. Gene is certified on both IT management and audit processes, possessing both ITIL Foundations and CISA certifications. In 2004, he was named by InfoWorld as one of the “Four Up and Coming CTOs to Watch.” Gene holds an M.S. in computer science from University of Arizona and a B.S. in computer sciences from Purdue University. Gene co-chaired! the April 2003 SANS technical workshop called Auditable Security Controls That Work, hailed by SANS as one of their top five gifts back to the community. In October, Gene co-chaired the Best In Class Security And Operations Roundtable (BIC-SORT) with the Software Engineering Institute at Carnegie Mellon University. George Spafford is an IT process consultant interested in the intersection of human factors, security, and complexity in the world of information technology. George is a prolific author on a wide range of topics including project management, technology business, communication, and security. He is the Vice President of Publishing for the ITPI. George has held a number of positions in IT operations, development and management. He holds an MBA from Notre Dame, a BA in Materials and Logistics Management from Michigan State University and an honorary degree from Konan Daigaku of Japan. He's a member of the ISACA and ITPI.