Phyllis Drucker
Phyllis Drucker is a business process consultant at Linium. ITIL expert certified with over 20 years' experience in the disciplines and frameworks of IT Service Management as both a practitioner and consultant, she has also served the itSMF since 2004 in a variety of capacities including volunteer, board member and operations director of the US Chapter. She is a frequent contributor of knowledge to the ITSM profession, through numerous presentations, whitepapers and articles. Since 1997, her goal has been to advance the profession of ITSM leaders and practitioners worldwide by providing insight from her experiences on a wide variety of Service Management topics.
Latest from Phyllis Drucker
-
2015 – The Year of the Enterprise – Service Management
Let’s declare 2015 the Year of the Enterprise and do things that forever change the business’ impression of IT! What can Service Management do to help? With the new year upon us, now is a great way to look at three ideas your IT organization can use to drive a stronger partnership with your organization
Read More… -
So, where is IT going? Are you an Innovator?
How innovative is your IT organization? Are you looking at ways to embrace current technologies and use them to make your business or organization more competitive in its market space? One place to start looking at is how well you do mobile. As the workforce moves to the home office and as organizations become more global,
Read More… -
The Good, the bad and the ugly of Customer Service and Support
I guess it’s a side effect of my role in the ITSM industry, but whenever I interact with a Help Desk or Service Desk, I can’t help but take mental notes about them. So, I thought I’d spend a little time documenting some of the things that distinguish them – for better or worse (and
Read More… -
Dropping the “IT” from ITSM
We’ve been saying it for years, “it’s time to drop the IT from ITSM” but it’s even more appropriate today than it was when I heard it ten years ago. I was recently asked to write an article on Enterprise Service Management (ESM) and while I was getting it started did some poking around on
Read More… -
The Internet Experience: Employee Self Service and Self Help
I recently attended an ITSM conference where I heard the words “…and when we get to real self help…” OK, almost 20 years since I first heard the term “self help” we’re still trying to get there! It’s true, back then the tools weren’t truly ready for real self help, so it looked like a
Read More… -
Which Comes First: Process or ITSM Tools?
…or another way of saying this is: “A fool with a tool is still a fool!*” As a consultant, a large portion of my job consists of developing and documenting business requirements for ITSM tools implementations and upgrades. The result is that I have a lot of opportunity to see the way some of the
Read More… -
Today’s Paradigm for IT Support
There is a new paradigm in IT Support: Supporting a business that is completely reliant on IT. With this in mind, IT failures are no longer just business facing, they are public facing. The difficulty arises when IT continues to do support the same way they have for years, as an infrastructure based organization with
Read More… -
Shaking Things Up a Bit – The Service Management Manifesto
Are we there yet? We’re just getting started! A few weeks ago itSMF USA and HDI held their joint Fusion13 conference in Nashville, TN. Service management professionals once again came together with participants from all of the world. The biggest change this year was the introduction of a new discussion format for experts that led
Read More…
