Donna Knapp is a Certified Process Design Engineer (CPDE)(R) with over 25 years of experience in the IT industry. Donna holds multiple ITSM certifications including: ITIL Expert, ITIL(R) Service Manager, and various ITIL(R) Intermediate and Capability certifications. Donna was one of the first globally to achieve the ITIL Expert and Certified Process Design Engineer (CPDE)(R) certifications. She also holds the ISO/IEC 20000 Foundation and Consultant Certificates, and the Microsoft(R) Operations Framework (MOF) Foundation Certificate. Donna serves as ITSM Academy's Curriculum Development Manager, sits on the ITIL(R) V3 International Examination Panel, and is the author of two textbooks: A Guide to Service Desk Concepts, Third Edition and A Guide to Customer Service Skills for the Service Desk Professional, Third Edition. She is also the author of the highly successful seminar "Achieving High Customer Satisfaction: Customer Service Skills for the Service Desk Professional." Donna's background includes working as a practitioner, consultant, and trainer, and she brings to every engagement her practical experience and knowledge of ITSM topics. She is known as an entertaining, informative and sought-after speaker and seeks to promote the processes and best practices required to deliver high-quality customer support and IT services.