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Covering the full spectrum of topics impacting the service and support industry and its people, SupportWorld Live gives you a week's worth of content - surrounded by a vibrant, welcoming community - to solely focus on delivering smarter service and better business outcomes.

Phyllis DruckerIndustry Thought LeaderEZ2BGR8 Service Management

Free-lance writer, trainer and speaker Phyllis Drucker is ITIL® 4 Managing Professional certified with more than 20 years of experience in the disciplines and frameworks of service management as a practitioner, trainer, and consultant.

Her knowledge has been built from experience as a service and support provider for AutoNation and Blockbuster, followed by delivering certification training and consulting services. She has served HDI and itSMF USA in various capacities, including keynote and session speaker, writer, local group leader, board member, operations director (itSMF USA), and Chair of itSMF International. She currently holds the HDI Thought Leader designation.

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 her book on the service request catalog, Online Service Management: Creating a Successful Service Request Catalogue (International Best Practice) will soon be joined by a certification program on creating innovative service portals. Learn more about her at