067 – What the heck is ITSM? And how is it like Improv?

067 – What the heck is ITSM? And how is it like Improv?

If you are a PM working in or with a large enterprise, you may have heard of ITSM, or the ITIL framework. And you may well have been asked to create additional deliverables and go through some processes to support ITSM. But what is it? How does it work? Why is it good for organizations? And as a PM, what do I typically need to do to support it? And, what’s the difference between ITSM and ITIL?

To help us better understand ITIL and ITSM, we are joined today by one of the most respected experts in the area of ITSM, Erika Flora of BEYOND20. Erika not only helps us understand ITIL and ITSM, but also how this framework can help your project and your organization succeed in the long term.


Our amazing guest Erika Flora, PMP, PgMP, ITIL Expert

Erika is President/CEO with BEYOND20. For more than 15 years, Erika has worked with global organizations to define and launch PMOs, provide Project Management training and coaching, and implement Enterprise Project Management platforms. She holds several Project Management certifications including PMP, PgMP, Certified ScrumMaster (CSM), and Certified Scrum Product Owner (CSPO). 

Erika has a Master’s Degree in Microbiology from the University of Florida, served as an Adjunct Professor of Project Management at San Diego State University, volunteered as a PMI board member in Phoenix and San Diego, and is a Lead Editor/author for the core publication “ITIL 4 Leader: Digital & IT Strategy”, released in Q4 2020. When she’s not working or on social media (@erikaflora), you can find her performing with her improv comedy team, Swoonface.



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