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

  • 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
  • Knowledge Management Strategy for the Enterprise
  • How to Measure Innovation
  • Build a Service Portal and Request Catalog
  • Create Dashboards with Your Audience in Mind
  • Is Your Workforce Innovation Ready?