Phyllis DruckerSenior ConsultantLinium

An innovative and focused professional with more than 20 years experience in Business/IT Strategy, IT service management, governance, customer service and support, ITSM tool implementation and team building. ITIL® v3 Expert Accredited ITIL® Trainer, accomplished and experienced speaker and writer on Service Management, Metrics and Service Desk, she's now an ITIL author as well: her book "Service Management Online: Creating a Successful Service Request Catalog" remains popular. She is currently an HDI contributing editor and recently delivered a keynote at the itSMF New Zealand conference.

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