Donna Knapp

About the Author

Donna Knapp is a seasoned professional in the field of information technology service management, with over two decades of experience in customer service and support operations. As a certified expert in ITIL and service desk best practices, she has consulted for numerous Fortune 500 companies, helping them enhance their support infrastructures and employee performance. Knapp's passion for bridging the gap between technical expertise and exceptional customer interactions shines through in her writing, where she distills complex concepts into practical, actionable advice. Her books serve as essential resources for service desk professionals seeking to elevate their skills and deliver outstanding service in dynamic environments. Beyond authoring, she frequently speaks at industry conferences and contributes to leading IT publications.