Director of Consulting

John Worthington is an experienced IT executive with over 30 years in the information technology industry, having worked within the service delivery management space from all vantage points -- the supplier side, as a customer and as a consultant. He has been directly involved with IT Service Management since 2000, is an ITIL Expert and holds the PMP and CISA certifications.

He's an accredited instructor for all levels of ITIL classes, as well as a certified coach in the advanced techniques of process management. Based in New Jersey, John has trained individuals from many different industry segments, and has worked on numerous consulting engagements delivering assessment, advisory and implementation services.

John's Articles & Resources

• Asking the Right Questions
• Defining IT Services: Why an Outside-In Perspective Matters
• Operational Excellence & Feedback Loops
• Communicating IT Value
• Is "Project Value" Relevant?
• Operational Excellence: Excellence in a Service-Oriented World
• Operational Excellence: Using a Standards-Based Approach to ITIL© Assessment
• Why do we need "document control"?
• Is your IT Operation in BALANCE…. or is it Toast?
• Is your Service Catalog a Mirage?
• Services and the Importance of Customer Outcomes
• Achieving a Services Orientation - Your Service Catalog Flight Plan
• Services and the Importance of Process Capability & Maturity
• Process vs. Service: What’s the difference?
• Services and the Evolution of Service Ownership
• Tips for ITSM Assessments - Learning How to Fish
• Service-Based Improvement Cycles
• Boundaries: Request Fulfillment & Change Management
• Dealing with ITIL's Catch-22 for Service Performance: Where Simplicity and Complexity Meet
• How can we justify our Service Catalog initiative?
• Event Management Revisited: Correlation is still King
• Building the Business Case for Your Service Catalog
• Business-Driven IT Transformation: The Business Value of Process Assessment
• IT Transformation and the Importance of Continuous Assessment
• IT Transformation and the Importance of Continuous Assessment
• Who should be involved in Service Catalog Management?
• The Service Design Package: One Size Does Not Fit All
• Warranty Discussions with the Customer