HDI Information Technology Conference 2018

Session 206: ITIL 4: What's It All About?

Wednesday, April 10 at 11:30 AM

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John Custy

Managing Consultant
JPC Group

John Custy is a services management authority with extensive experience helping organizations improve their services delivery, become more strategic, and increase value. He is an internationally known speaker and educator who challenges us to think differently. John received his MA from Boston University and his BS from the University of Massachusetts at Lowell. In addition, he has earned his ITIL Manager, ITIL Expert, ISO 20000 Consultant, KCS Consultant, and Kepner-Tregoe (KT) certifications. He's also a member of the HDI Faculty and the HDI International Certification Standards Committee. John Custy is the 2015 recipient of the Ron Muns Lifetime Achievement Award and was also recognized as an IT Industry Legend by Cherwell Software.

Fancy Mills

Group Training and Content Director

Fancy Mills has more than 20 years of experience specializing in consulting, training, and human resource development. As the current Group Director of Training and Content for ICMI and HDI, her focus is working with support centers and contact centers across various industries to optimize their performance. As a former consultant and HDI business associate, she's certified thousands of service and support directors, managers, analysts, technicians, and corporate trainers around the world in virtual and classroom environments. In addition to training, she has developed and facilitated customized curriculum and consulted for Fortune 500 companies in the areas of process improvement, customer experience, quality management, workforce management, presentation, communication, and time management skills. Fancy received her MS in human resource development with a specialization in adult education from Texas A&M University; she's also served as a session and keynote speaker for various industry conferences and events, and contributed to Cultural Impact on Conflict Management in Higher Education.