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
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Do Your Policies Enable or Inhibit Your Customers?
How hard do you make it for your customers to do their jobs? What levels of bureaucracy have you implemented in the name of security or audit? Do you use best practice or service management to justify bad IT management? Enabling your Business Partners This is your chance to look at how you enable your
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So, are we there yet? Is ITIL as successful as we hoped?
Similar to mission and vision determining direction, the goals of an ITIL (or any best practice) implementation are a good indicator of how successful it will be for the business. There are still many organizations chasing the elusive concept of business alignment or business integration and there’s still much talk about “the business” and IT.
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Vision Matters: Five ITSM Lessons to Consider
…remember: if you don’t know where you want to get to, the direction you take doesn’t matter… My last blog addressed the importance of allowing your vision to dictate the direction in which you’re going when Mi or any improvement program. We left off looking at mission/vision statements and the difference they make in the results
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Mission/Vision: Driving Factors for Service Management
“Would you tell me, please, which way I ought to go from here?” “That depends a good deal on where you want to get to,” said the Cat “I don’t much care where –“, said Alice “Then it doesn’t matter which way you go,” said the Cat That’s the point of
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