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.
Formerly Director of Marketing for an IT Service Desk-focused software company, I’ve been a frequent conference speaker and thought leader in the service desk field. Here are a few relevant samples:
- Come Together: Business and IT Executives See Their Roads Converging (SupportWorld)
- Upheaval in the service desk space (blog post)
- ITIL 3: Executive Validation for KM (KM World)
- Imaginary Interview: KM and ITIL (blog post)
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, ManageEngine, CA, Cynocom Corp., and Serena Software.