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SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

Donna KnappCurriculum Development ManagerITSM Academy

Donna Knapp has more than thirty years of experience in the IT industry as a practitioner, consultant and trainer. She is currently The ITSM Academy’s Curriculum Development Manager and the Lead Examiner for ITIL4. She's also an ITIL Managing Professional, an ITIL Strategic Leader, a Certified Process Design Engineer, a Certified Scrum Master, a Certified Agile Service Manager; in addition, she holds numerous DevOps certifications and a certificate in Knowledge-Centered Support (KCS) Principles certification. Donna is the author of two college textbooks (A Guide to Service Desk Concepts, Fourth Edition and A Guide to Customer Service Skills for Service Desk Professionals, Fourth Edition) and The ITSM Process Design Guide: Developing, Reengineering, and Improving IT Service Management, which serves as the foundation for the Certified Process Design Engineer course.