Phyllis Drucker | SpeakerHub

Personal Details

Bio

Phyllis is an experienced and engaging international keynote speaker with more than 20 years experience in business/IT strategy, enterprise service management, governance, customer service and support, ITSM tool implementation, HR automation and team building. She's been a speaker since 1997 and has delivered conference sessions, panel discussions, workshops and keynotes internationally.

Her business background comes from running the Service Desk for Blockbuster Entertainment, then 11 years in the automotive industry as an IT Director for AutoNation, the largest dealership in the United States. She followed this working as Operations Director for itSMF USA and twelve years of training and consulting.

Now she is taking her thought leadership out to the community by focusing on writing and speaking. In addition to her activities as a blogger, she's a published author and her book “Service Management Online: Creating a Successful Service Request Catalog” is available through TSO.

You can follow Phyllis on Facebook and Linked In or visit her website www.ez2bgr8.com and view a video of her on YouTube: https://www.youtube.com/watch?v=tGOHLKzRWJY

Current position (1)

President

EZ2BGR8

Degrees (1)

Political Science

Queens College, City University of New York

1974 to 1978

Presentations

Presentations (6)

The Queens Gambit: Leading a Highly Effective Team

The Service Management Office (SMO) provides an operating model to help govern your service management practice and the tools used to support it. For an organization that’s moved service management to the enterprise level, it’s a must, but it can also keep your ITSM practice functioning optimally. But how do you build the right team for your Service Management Office, which will likely be a matrix organization? Study the Queen’s Gambit! In this session, Phyllis Drucker provides tips for using what we know from chess to build a well-balanced SMO by choosing a well-rounded group of players and using them properly.

Take 5: The Top 5 Innovative Ideas You Should be Doing

Providing customer support becomes "old hat" after a while. This innovative look at new support techniques for the hybrid business environment was made to shake up providers and ensure they're thinking about innovations they need for success in today's business world.

Following the Leaders: A Panel Discussion on Making Enterprise Service Management Work

According to recent insights from Omdia, there is “serious strategic intent from organizations to invest in … enterprise service management (ESM), demonstrating that the practice is no longer just an aspiration for many organizations and is becoming a reality.” As ESM becomes a strategic reality for more organizations, they look to those who’ve already achieved success for guidance and inspiration. So, what does successful ESM look like?

Operations and processes have been tailored to each group
All teams are empowered to manage their own apps, without IT
Leadership has defined goals and a clear vision for the outcome of ESM
The organization has invested in solutions that enable ESM and removed barriers to entry (chargebacks, for example)
Change has been carefully managed, at every level of the organization
And so much more...

How and Why to Adopt Role Based Provisioning

Implementing role-based provisioning can help large organizations address common pain points and better secure private data, but implementation requires careful planning and takes time to get right.

Join industry leader Phyllis Drucker on January 25 for this HDI webinar to learn about the benefits you can realize from implementing role-based provisioning and the steps you must take to maximize those benefits. Phyllis will share real-world insights into how you can:

Improve managers’ experience as they set up new hires and prepare existing employees for new roles.
Create a better onboarding experience for new hires.
Streamline access audits
Reduce the risk of compromised data due to insufficient access controls.

Cloud Computing Transform to Services - YouTube

Today’s IT customers are tougher than ever before! The internet and services available through it have changed what they expect IT to provide: they want a request process to be more like internet shopping, they want to work anytime, from anywhere, on any device. In order to meet these growing needs, IT needs to transform to a service-based delivery organization.

Cloud computing and IT Service Management are tools that can help IT get there. In fact, a byproduct of beginning to leverage cloud technology actually puts IT on the road to developing a true Service Catalog.

This presentation will provide listeners with a new take on transforming their organization to a Service-based delivery model.

https://www.google.com/search?q=youtube+phyllis+drucker&rlz=1C1CHZN_enUS...

Managing Services in the Cloud (itSMF Keynote)

Service Delivery in the cloud is no different than providing a great service experience. This address talks about making the transition to the cloud and offers a great opportunity to see Phyllis Drucker live:

https://www.youtube.com/watch?v=tGOHLKzRWJY