Linium’s ITSM Expert Phyllis Drucker Authors Third Part of Complimentary White Paper Series

July 26, 2012 - PRLog -- Linium’s (www.linium.com) ITSM expert and industry thought leader, Phyllis Drucker, continues with a comprehensive ten-part white paper series on Running IT as a Business with Part 3:  The Internet Shopping Experience at Work. This third part of the series looks at the use of automation and self-service as both a means of improving the customer experience as well as for enabling IT to operate more cost effectively. This automation is critical to fully optimizing Service Desk operation. The paper examines a recent case where automation savings at a retail organization reached $1.8 million in just the first year! The ten-part white paper series addresses the how organizational optimization combined with solid Service Management processes and the right tools will assist the Service Desk in providing service excellence at a lower cost. The white paper is available from Linium at
http://www.linium.com/form-whitepaper-tp-0107-itsm.

Currently a business process consultant at Linium, Phyllis is an ITIL certified consultant and information leader with over 20 years’ experience in the disciplines and frameworks of IT Service Management as both a practitioner and consultant. She has served the itSMF USA since 2004 in a variety of capacities including volunteer, board member and operations director. She is a frequent contributor of knowledge to the ITSM profession including numerous presentations, whitepapers and articles. Since 1997, Phyllis has helped to advance the profession of ITSM leaders and practitioners worldwide by providing her experience and insight on a wide variety of ITSM topics.    

For more information on how Linium ITSM programs and their experts like Phyllis Drucker can help your organization; contact Linium at optimize@linium.com.

About Linium
Linium is an innovative, solutions-based IT consulting firm committed to aligning an organization’s IT initiatives with its business objectives through enterprise performance + planning, technology performance + optimization, emerging technologies, operations strategy + performance, education services and commercial software product implementation.  With more than 1000 transformations and counting, Linium’s deep industry experience, rigorous analytical capabilities pragmatic mindset, and broad technical capabilities empower clients to solve the most complex business challenges, capitalize on opportunities, and avoid unnecessary risk.  

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