Phyllis Drucker



Phyllis Drucker is an ITIL® certified consultant and information leader at Linium. Phyllis has more than 20 years of experience in the disciplines and frameworks of IT service management, as both a practitioner and consultant. She has served the itSMF USA and HDI since 1997 in a variety of capacities including volunteer, speaker, board member, and operations director. Since 1997, Phyllis has helped to advance the profession of ITSM leaders and practitioners worldwide by providing her experience and insight on a wide variety of ITSM topics through presentations, whitepapers, and articles and now her book on the service request catalog, Online Service Management: Creating a Successful Service Request Catalogue (International Best Practice). Follow Phyllis on Twitter @msitsm.

Recent articles

  • The Power of AI Can Revolutionize IT Support
  • Change Takes Time, but Small Steps Can Yield Big Results
  • The Possibilities of Artificial Intelligence: Three Things You Can Do with AI
  • Achieving Great Experience for Less
  • Asset And Configuration Management Using AI
  • What is Observability in IT Service?
  • Musk Ignored EX in Twitter Takeover
  • Where Do Your Goblins Lie?
  • 5 Tips to Improve Your Service Catalog
  • 5 Tips for a Great Self-Service Portal Experience
  • Building a Great IT Support Team is a Lot Like Playing Chess
  • What True Omnichannel Support Looks Like
  • How IT Orgs Can Find and Retain the Best Candidates
  • The Five Steps IT Service Needs to Take in the New Remote Work Environment
  • Best of HDI in 2021 - #7: A Service Management Office is No Longer a Luxury
  • Pay Attention to Customer Journeys Before Automating Support
  • How and Why to Adopt Role-Based Provisioning
  • How and Why to Adopt Role-Based Provisioning
  • Give People Access to IT Systems Based on Their Individual Roles
  • IT Should Closely Align with HR to Shape the Future of Work
  • Why We Fall Short When it Comes to IT Security
  • How COVID-19 Changed Service Delivery for 2021
  • Three Things for Service Desks and Service Managers to Do in 2020
  • How Remote Work Augments a Business Continuity Strategy
  • Virtual Call Centers Bring the Service Desk Home
  • The Value of Measuring Customer Satisfaction
  • 5 Ways You Can Transform Technical Support with a Cell Phone
  • Agile Continual Service Improvement
  • Big Data or Big Brother: Predictive Analytics in Service Management
  • Enhance Knowledge Management with Chatbots
  • Going Ticketless: What Does It Really Mean for Service Desks?
  • Why IT Needs HR and Vice-Versa: Strategies for Enterprise Service Management
  • Service Desk 2020
  • Modernize Change Management
  • Shift Left: Transforming Incident Management
  • Dashboards 101
  • What Do Uber and Self-Driving Cars Have to Do with the Service Portal?
  • Use Journey Mapping for ITSM Processes
  • How to Measure Innovation
  • Create Dashboards with Your Audience in Mind
  • Build a Service Portal and Request Catalog
  • Design Service Portals for User Adoption
  • Knowledge Management Strategy for the Enterprise
  • Is Your Workforce Innovation Ready?
  • Bring DX/UX to the Service Portal