The Knowledge Peak ITIL & ITSM Team

 

Katherine Lord - ITIL Service Manager - with Distinction

Katherine is an ITIL certified Service manager (with distinction), certified at the ITIL Foundations level, is a Six Sigma Yellow belt, holds an ITIL Practitioner’s certificate in Incident Management/ Service desk and has been actively involved with ITIL version 3 since it’s inception. Additionally Katherine holds industry recognized Director and Service Desk Manager Certifications.

Katherine is a seasoned ITIL Practitioner with significant consulting expertise in the ITIL education and implementation space. As a certified instructor for HDI, and part of their global faculty, she teaches a variety of Support Center Certification Courses, KCS, and public, private, and custom ITIL Foundations classes across varied industry verticals. Katherine’s expertise also spans creation and delivery of customized education solutions geared towards attaining sustainability, adoption and alignment with ITIL best practices, and optimal service delivery to the business.

Julie L. Mohr - ITIL Service Manager, PMP

Julie Mohr has over 14 years of IT service management experience, Julie continues to be passionate about service and support management. Her broad range of experiences include working as a Managing Consultant for outsourcing providers ARC and Pomeroy as well as NASA, The National Institute of Health and the Department of Education. Julie is a certified Helpdesk Director from Helpdesk 2000 and certified ITIL Service Manager. Julie provides imaginative insight and dynamic leadership to transform IT service and support organizations into best practice, customer-focused environments.

Julie has helped organizations to implement Knowledge Management, ITIL processes, organization structures, service catalogues, and service level management. Julie is an active contributor to the future development of the industry through speaking engagements at conferences and publishing articles on best practices. Julie is the author of The Help Desk Audit: Blueprint for Success, The Help Desk Toolkit: Companion CD and The Help Desk Dictionary, and maintains a service desk enhancement website at www.blueprintaudits.com. She is also a member of IEEE Computer Society, the Help Desk Institute, itSMF, ICMI and the Association of Support Professionals

John Custy - ITIL Service Manager, ISO/IEC 20000 Consultant

John has over 25 years experience in design, analysis, and operations for Information Technology services. For the last twelve years he has served in a consultative role for technical services and IT Service Management. His global experience spans his entire career, as he has been involved in designing and implementing services for multinational, international, and global organizations. His knowledge and experience has provided outstanding value to many prestigious firms.

John is a recognized authority in the support services industry. He has experience in strategic planning, services architecture, site/individual certification, services assessment, workflow analysis, process optimization, release management, support center consolidation and staffing and scheduling models. He is also an ITIL certified Service Management Master.

Jill Knapp -

Jill is a five-times ITIL-Certified hands-on systems professional with extensive experience in    outsourced IT management, corporate training, service desk implementations, process redesign, technical writing  and  team  building. Additionally, over her nearly 15-year I.T. career Ms. Knapp played key roles in LAN/WAN implementations, offshoring initiatives, and Sarbanes Oxley compliance audits.  Her employment experience has spanned the Big 5 Consulting, medical, legal, financial, pharmaceutical, dot.com, Fortune 500, entertainment, publishing and retail industries.  In addition to her ITIL v2 and v3 Foundations certifications and IPSR and IPRC Practitioner  certifications, Jill received formal training from the Project Management Institute at Rowan University, official Microsoft Group Policy/Active Directory design instruction, and a CompTIA+ certificate.  In 2007, Jill  spearheaded her employer’s Continual Service Improvement Program which focused on evaluating and coaching fellow trainers, as well as overhauling all training materials (Foundation through Service Manager).  She holds a degree in Education from Montclair State University, and has several published industry articles to her credit.

Yves St-Arnaud - ITIL Service Manager, PMP

Mr. Yves St-Arnaud has worked as an IT professional for 25 years, primarily in the areas of IT Service Management (ITSM) and Project Management.  He has held various technical and management positions within the Canadian Government and private industry.  He is also an ITSM Process and Systems Integration specialist.

Mr. St-Arnaud holds an Informatics diploma from the Outaouais CEGEP and is a graduate of the Université du Québec in Hull with a major in Business Administration.  He holds a Project Management Professional (PMP) accreditation from the PMI Institute and is ITIL Certified. (Foundation, Practitioner in Problem, Change and Configuration Management, and Service Manager (Master) level).

He has spent almost half of his career working for (or with) Military organizations in improving the Delivery of IT Services. He possesses key knowledge on the operations of military organizations and how ITSM best practices are to be applied within a military structure. He was involved in discussions with the US Army on strategy of how to establish an ITSM Program, specifically around the education area and future improvement projects.  He has delivered multiple ITIL Foundations classes for various US Army bases.

His work includes; current assignment as ITSM Strategic Advisor for the Service Management Improvement Program (SMIP) for the Government of Canada, which includes the development and implementation of all ITIL Processes for all of the Government of Canada. He was also involved in the development of Canadian Department of National Defense (DND) IM Configuration and Change Management Framework, the DND ITSM Strategic documents, and was one of the founding Board members of the ITSMF Ottawa-Gatineau Branch.  He is a Council Member of the National ITSMF Chapter and is affiliated with the ITSMF International organization.  In November 2005 he was invited to attend the ITSMF International and UK Conference.  He has been involved with the ITIL Framework for more than 5 years and has been instrumental in the launching of ITSM Projects for several Federal Government Departments.

Mr. St-Arnaud’s experience presenting to various Government organizations on ITSM is extensive. He is a frequent speaker at itSMF, DPI, HDI, CIPS, GTEC and other National Conferences.  He has delivered more than 300 presentations to various Canadian and American organizations on the ITIL Framework and ITSM discipline.

 

PLUS MANY, MANY MORE GREAT PEOPLE