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:
- ITIL 3: Executive Validation for KM (KM World)
- Imaginary Interview: KM and ITIL (blog post)
- Upheaval in the service desk space (blog post)
- Come Together: Business and IT Executives See Their Roads Converging (SupportWorld)
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.