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Donna Knapp

Donna is ITSM Academy’s curriculum development manager. Her years of practical experience and love of learning show in her engaging and informative speaking style and many certifications. Donna is the author of ‘The ITSM Process Design Guide: Developing, Reengineering, and Improving IT Service Management’, as well as two college textbooks, ‘A Guide to Service Desk Concepts, Fourth Edition’ and ‘A Guide to Customer Service Skills for Service Desk Professionals, Fourth Edition’. Donna is a member of the ITIL® 4 examination panel and a huge fan of W. Edwards Deming and is so notorious for evoking his wisdom that she has her own drinking game (#donnasaiddeming).