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

  • 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
  • Bring DX/UX to the Service Portal
  • Design Service Portals for User Adoption
  • Knowledge Management Strategy for the Enterprise
  • How to Measure Innovation
  • Is Your Workforce Innovation Ready?
  • Create Dashboards with Your Audience in Mind
  • Build a Service Portal and Request Catalog