PhyllisDrucker

Phyllis Drucker is a business process consultant at Linium. ITIL expert certified with over 20 years' experience in the disciplines and frameworks of IT Service Management as both a practitioner and consultant, she has also served the itSMF since 2004 in a variety of capacities including volunteer, board member and operations director of the US Chapter. She is a frequent contributor of knowledge to the ITSM profession, through numerous presentations, whitepapers and articles. Since 1997, her goal has been to advance the profession of ITSM leaders and practitioners worldwide by providing insight from her experiences on a wide variety of Service Management topics.

Latest from PhyllisDrucker

  • Service Request Catalog: Failing to Fail

    Service Request Catalog: Failing to Fail

    Many IT organizations fail at their first attempt to go online with Service Management via a Service Portal or Service Request Catalog. Today I’ll look at some of the reasons why and provide suggestions for succeeding the first time, through widespread engagement combined with an agile growth that maintains momentum throughout your efforts. Before beginning,
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  • Common IT Pitfalls in the Age of ITSM

    Common IT Pitfalls in the Age of ITSM

    Spoiler alert: You may get more value out of ITSM after reading! Much is written about the business value of ITSM and the failure of many organizations to achieve the full results available. In truth, many ITSM implementation failures start at the beginning of an initiative, when the people implementing ITSM don’t design processes in
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  • PII, PHI Who am I Anyway? A question of security management

    PII, PHI Who am I Anyway? A question of security management

    Site hacking is a case of ‘when’ not ‘if’ Virtually everyone in IT (or maybe the highly developed world) knows about identity theft and we’re all pretty much aware that talk is no longer about ‘if’ a site or system get hacked, but rather ‘when’ it gets hacked. In spite of this, organizations still store
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  • IT Strategy: Where are we going?

    IT Strategy: Where are we going?

    How innovative is your IT organization? Are you looking at ways to embrace current technologies and use them to make your business or organization more competitive in its market space?  Do you have an IT Strategy for how to use technology to empower the business? Do you work with the business at a strategic level? While not
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  • 2015 – The Year of the Enterprise – Service Management

    2015 – The Year of the Enterprise – Service Management

    Let’s declare 2015 the Year of the Enterprise and do things that forever change the business’ impression of IT! What can Service Management do to help? With the new year upon us, now is a great way to look at three ideas your IT organization can use to drive a stronger partnership with your organization
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  • So, where is IT going?

    So, where is IT going?

    How innovative is your IT organization? Are you looking at ways to embrace current technologies and use them to make your business or organization more competitive in its market space?   One place to start looking at is how well you do mobile. As the workforce moves to the home office and as organizations become more global,
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  • The Good, the bad and the ugly of Customer Service and Support

    The Good, the bad and the ugly of Customer Service and Support

    I guess it’s a side effect of my role in the ITSM industry, but whenever I interact with a Help Desk or Service Desk, I can’t help but take mental notes about them. So, I thought I’d spend a little time documenting some of the things that distinguish them – for better or worse (and
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  • Dropping the “IT” from ITSM

    Dropping the “IT” from ITSM

    We’ve been saying it for years, “it’s time to drop the IT from ITSM” but it’s even more appropriate today than it was when I heard it ten years ago. I was recently asked to write an article on Enterprise Service Management (ESM) and while I was getting it started did some poking around on
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