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Jayne Groll, co-founder and President of ITSM Academy, holds ISO/IEC 20000 Foundation, ISO/IEC 20000 Consultant, ITIL® Practitioner and Service Manager - with Distinction - certifications. Jayne still actively trains, leads all content development efforts and tracks emerging service management trends, industry practices and certification schemes.
She draws on over 20 years of senior IT Service Management roles to help clients realize sustainable results from the adoption of best practices. Her experience spans a wide range of industries including legal, telecommunications, retail, non-profit, insurance and hospitality. Jayne ensures all ITSM Academy content and trainers bring similar practical experiences into each of our offerings.
Jayne has helped raise local IT Service Management awareness as a founding officer of the South Florida IT Service Management Forum (itSMF USA) and Help Desk Institute (HDI) chapters. On the national horizon, Jayne serves as the itSMF USA Lead for Continuing Education Standards (CES) Committee and is one of the contributing subject matter experts in the 2005 HDI ITIL Process Guide, Implementing Service and Support Management Processes: A Practical Guide. | 