Acknowledgments

Many people have been part of this process of turning some ideas and experience into a book. First, my thanks to the Cisco Press team, especially Michelle Grandin. The steady enthusiasm and willingness of all to help are deeply appreciated.

In the same vein, the technical reviewers have been so helpful. I've had the pleasure of spending good time exchanging views with John Morency and Rich Ptak at many analyst conferences and other events; their suggestions for this manuscript were specific and helpful, and in some cases spurred some spirited discussions. Although I've never met David Fishman face to face, I'd be pleased to buy him a good meal someday as thanks for so many good suggestions and his attention to detail and integrity on getting it right.

Another group I want to acknowledge are the clients I've worked with around the world. I've gotten to learn a lot about how technology is actually used and to work with people who want to push the envelope.

Finally, my thanks to my friends and colleagues in the industry who constantly stimulate and challenge me. It's been a tremendous blessing to be among so many creative and independent thinkers and doers that have shaped the networking industry.

John McConnell

It's impossible to begin these acknowledgements without wishing that John were still alive. This is his book, not mine. He conceived it; he drafted it; he should have been writing this page. We all used to joke about how John "towered over the industry," and it wasn't just because of his height. In working from John's drafts to complete the book, in talking to colleagues about his work, and in remembering the easy, jovial way he talked about examples of industry practices, I was constantly reminded of his stature and of the friendly way he had. I think I can say, with confidence, that everyone in the industry truly misses him; I certainly do.

John's wife wanted to see this book come to publication, and Cisco Press went far out of their way to make that happen. Jill Batistick and Michelle Grandin, the editors, were wonderfully friendly and helpful; they made the process of working through the chapters almost enjoyable. The technical reviewers, Rich Ptak, John Morency, and David Fishman put a tremendous amount of work into the book. They didn't just point out my errors; they suggested corrections and entire new paragraphs that could improve the text. They were truly partners in bringing the book to publication.

I'd also like to thank Astrid Wasserman, of MediaLive International, Inc., (the organizers of Networld+Interop), who gave me a copy of John's proposed two-day seminar on Service Level Management. Although it was never presented, the seminar slides gave me a lot of insight into his ideas.

I have tried to stay close to John's original thoughts and text, although I have occasionally succumbed to temptation and added additional information. Minor additions occur in all chapters; major additions are in Chapter 2 (measurement statistics), Chapter 6 (triage for quick assignment of problems to appropriate diagnostic teams), Chapter 8 (transaction response time), and Chapter 11 (flash loads and abandonment). Most of the additions are topics that I had discussed with John at various conferences we attended together; I hope, and believe, that he would agree with them. In all cases when the author speaks directly to the reader, that author is John.

Eric Siegel
 October 14, 2003