Phyllis Drucker is an innovative and focused IT professional with more than 20 years of experience in business and IT strategy, IT service management (ITSM), governance, customer service and support, process design and implementation, project management and team building, as well as having vast experience in running a business.
Phyllis is ITIL® v3 Expert Certified, as well as being an accredited ITIL Trainer, an accomplished and an experienced speaker; she is also a frequent writer on service management, metrics and service desk. Phyllis has written white papers for ServiceNow, contributed several articles to the itSMF USA newsletter, The Form, as well as for HDI and itSMF International.
Prior to joining Linium, Phyllis was responsible for implementing ITIL at AutoNation, the largest automotive dealership in the US. She also developed their project management office (PMO) processes and ran the PMO for two years, working extensively with the senior leadership in the organization to ens1349446ure results. In addition to this, Phyllis undertook the role of Operations Director for itSMF USA for three years, and continues to volunteer within the organization today.
At her present role of Business Process Consultant at Linium, Phyllis is responsible for providing IT service management training, consulting services, and courseware and workshop development. Her areas of expertise include the service request catalogue, assessments and implementation design, process design or improvement programs, integration of tools and process, service desk transformation, metrics programs, and integration of service management, and program management, amongst many others.
Phyllis has developed and provided training on defining business services, as well as helping clients to define services for an ITSM implementation and for effective Configuration Management Database (CMDB) implementations. She has developed and presented a workshop called 'What's in your service catalogue' which aims to train people in defining business services for their organization, and outlines the differences between the service catalogue and service request catalogue. This has been presented at local interest groups for itSMF USA, HDI and the Fusion conference.