John Custy

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.
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Recent Posts

ITSM 101: 8 Keys to Successful IT Service Desk KCS Adoption

Knowledge Centered Service (KCS®) is a proven, principles-based methodology for integrating the (re)use, validation, improvement, and creation of knowledge into operational workflows, including the workflows used within IT service management (ITSM) and the IT service desk in particular. KCS is a transformational step in the maturing of an IT service desk – moving it from being viewed merely as ...