Donna Knapp

Donna Knapp has more than thirty years of experience in the IT industry as a well-respected practitioner, sought-after consultant, and exceptional educator. She currently works 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. Donna is the author of THE ITSM PROCESS DESIGN GUIDE: DEVELOPING,...See more