Director of Education

Dick Szymanski is an ITIL Expert with over 18 years in IT Service Management consulting and a previous 15 years as a Practitioner in the IT and Customer Service fields. As the former Founder and CEO of AmerIT Learning Corp., Dick provided ITIL Education and ITSM Consulting to over 2,000 individuals at over 400 companies. Prior to AmerIT, Dick served as Principle at Integrity Support Consulting and Service Management International (SMI), providing tech support and help-desk consulting. Following SMI, Dick served as Principle at Support Performance Corporation, where he created Compare^TM, the Help Desk Industry's first web-based Benchmark Database repository.

Dick has held leadership roles in AFSMI, HDI, ASP and itSMF associations, founded four local chapters and received multiple personal and team awards. He has authored numorous books, reports and articles on various service and support topics.

Dick's Articles & Resources

• How useful is the 2011 ITIL Update?
• Simulations Drive Organizational Change... Don't Play Games!
• How to calculate the cost savings and ROI from automating request fulfillment, incident diagnoses & other operational processes
• How can we realize benefits from the Problem Management Process?
• Incident Matching - A Key Step to Dramatically Improving Problem Management