Donna Knapp

Donna Knapp has more than 30 years of experience in the IT industry and is currently ITSM Academy's Curriculum Development Manager. Donna's years of practical experience and love of learning show in her engaging and informative speaking style and many certifications including: ITIL Expert, Certified Process Design Engineer, DevOps Foundation, DevOps Leader, Certified DevOps Test Engineer, Certified Continuous Delivery Architect, Certified DevSecOps Engineer, Certified Scrum Master, Certified Agile Service Manager, Certified Agile Process Owner and VeriSM Foundation.

Donna is the author of The ITSM Process Design Guide: Developing, Reengineering, and Improving IT Service Management, as well as two college textbooks, A Guide to Service Desk Concepts, Fourth Edition and A Guide to Customer Service Skills for Service Desk Professionals, Fourth Edition. Donna was the lead developer for the DevOps Institute’s DevOps Foundation course and is also the author of its ITSM for DevOps and Certified Agile Process Owner (CAPO) courses. Donna recently teamed with Mike Orzen (co-author of Lean IT) to develop a Value Stream Mapping Facilitation course. Donna is a member of the ITIL® 4 examination panel and is a DevOps Institute Ambassador.