Donna Knapp has more than 30 years of experience in the IT industry working as a practitioner, consultant, and educator. She is currently ITSM Academy’s Curriculum Development Manager and is both an ITIL and DevOps Institute Ambassador. Donna is the author of The ITSM Process Design Guide, two college textbooks focused on the service desk, and was a contributing author to ITIL® 4: High-velocity IT. Donna’s years of practical experience and love of learning are reflected in her engaging speaking style and many certifications which include: Certified Process Design Engineer (CPDE), ITIL Master, and many Agile, Lean, DevOps and site reliability engineering (SRE) certifications.