IT Service Management

I am Practitioner certified in IT Service Management / ITIL, and have provided consulting services to help a variety of companies adopt ITIL and its constituent processes. I’ve written about those experiences, and especially the intersection between ITIL and the Knowledge Management discipline. I’ve been a frequent conference speaker and thought leader in the service desk field. Here are a few relevant samples:

My experience has positioned me well to develop marketing content for vendors of ITSM-related technologies and services. Clients for whom I’ve developed ITSM-related content include Nlyte Software, CA, Cynocom Corp., and Serena Software.