Donna Knapp has more than 30 years of experience in the IT industry working as a practitioner, consultant, and educator. She is ITSM Academy’s Curriculum Development Manager. Donna is the author of The ITSM Process Design Guide, two college textbooks focused on the Service Desk, and was a contributing author to ITIL® 4: High-velocity IT. Donna was the lead developer for the DevOps Institute’s DevOps Foundation course and is also the author of courses such as ITSM for DevOps and Certified Agile Process Owner (CAPO). Donna recently teamed with Mike Orzen (co-author of Lean IT) to develop a Value Stream Mapping Fundamentals course. Donna’s years of practical experience and love of learning are reflected in her many certifications which include: Certified Process Design Engineer (CPDE), ITIL 4 Strategic Leader, ITIL 4 Managing Professional, Certified Scrum Master, DevOps Leader, DTE, DSOE, CDA, and Site Reliability Engineering Foundation.