Kelly Doherty has worked in IT services for more than 15 years, building effective and efficient self-service portals. She speaks at industry forums and consults on the process of development and and maintenance of a self service strategy. Kelly is a published strategist, and her most current article was recently published in SupportWorld ("How to Build a Winning Self-Service Portal"). She has a degree in economics and law from the University of California, Santa Barbara, and she's a certified Project Management Professional. Follow Kelly on Twitter @kellydoherty20 and connect with her on LinkedIn.