Donna Knapp has more than 30 years of experience in the IT industry and for the past 15 years has been 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 Managing Professional, ITIL Strategic Leader, Certified Process Design Engineer, DevOps Foundation, DevOps Leader, DevOps Test Engineering, Continuous Delivery Architecture, DevSecOps Foundation, Site Reliability Engineering Foundation, Certified Scrum Master, Certified Agile Service Manager, Certified Agile Process Owner, Knowledge-Centered Support, and VeriSM Foundation. Donna was the lead developer for the DevOps Institute's DevOps Foundation course, is the author of the ITSM for DevOps and Certified Agile Process Owner (CAPO) courses, and recently teamed with Michael Orzen (co-author of Lean IT) to develop a Value Stream Mapping Fundamentals course. Donna is the author of The ITSM Process Design Guide: Developing, Reengineering, and Improving IT Service Management (which serves as the foundation for the Certified Process Design Engineer qualification), 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 is also a member of the ITIL 4 examination panel. Donna is a huge fan of W. Edwards Deming and is notorious for evoking his wisdom (#donnasaiddeming).