Donna Knapp has over twenty five years experience in the IT industry working as a practitioner, consultant and trainer. She is a currently working with ITSM Academy as Curriculum Development Manager. Donna holds the ITIL® Expert certification and is a member of the ITIL® International Examination Panel. She is a Certified Process Design Engineer (CPDE) ® and is also certified in ISO/IEC 20000 and Microsoft Operations Framework (MOF). Donna is the author of “The ITSM Process Design Guide: Developing, Reengineering, and Improving IT Service Management,” and is the author of two college textbooks, “A Guide to Service Desk Concepts, Third Edition,” and “A Guide to Customer Service Skills for Service Desk Professionals, Third Edition.”