Jayne Groll, co-founder and President of ITSM Academy, Inc. is an ITIL Expert™ and ITIL® Service Manager, with Distinction. She holds her ISO/IEC 20000 Foundation and Consultant Certificates, as well as Certifications in ITIL® Practitioner, ITIL® V3 Intermediate, Certified Process Design Engineer (CPDE)™ and Microsoft ® Operations Framework (MOF). With over 20 years of experience is an accomplished and popular speaker and has presented at numerous regional and national conferences, including itSMF USA’s National conference. She has authored several white papers and is one of the contributing subject matter experts to the recently released HDI IT Service Management Process Guide, Implementing Service and Support Management Processes: A Practical Guide.