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ITSM Academy

Fact Sheet

itsmacademy-logo-jewel-tone.pngITSM Academy, Inc., founded in 2003, is a full service provider of IT Service Management (ITSM) education and advice. Our portfolio includes accredited and sustainable ITIL®, DevOps, Process Design (CPDE), Agile Service Management® (CASM & CAPO) and Customer Experience (XLA) training and education. We've built our model so that our courses are interesting, interactive and sustainable. ...educate and inspire is not just our corporate slogan, it speaks to our core mission and goal.

Our business values are founded in trust, loyalty, professionalism and long term relationships. Our single focus is on training and advice; we do not resell consulting, software or any third-party tools.



Lisa Schwartz, co-founder, CEO - @ITSM_Lisa | LinkedIn: Lisa SchwartzITSM Academy

Jayne Groll, co-founder, retired


  • Delivering accredited ITSM / Process / Framework training since 2003
  • Multiple delivery options include; public, corporate/on-site, virtual classrooms and courseware licensing
  • Complete ITSM training catalog, including the entire ITIL certification scheme, DevOps, Agile Service Management, developed in-house by our experts
  • Courses include GAMEON! An Interactive Learning Experience as well as exercises, memory aids, etc. doi-lead-author.png
  • 1st US AXELOS (official ITIL accreditor) Global Strategic Partner  
  • DevOps Institute (DOI) Registered Education Partner (REP)
  • 1st US REP with DOI; offering Agile Service Management and DevOps certification courses
  • Lead Author on multiple DevOps Institute course titles
  • 1st organization to develop and deliver Certified Process Design Engineer (CPDE)®
  • Project Management Institute (PMI) Registered Education Partner, courses earn PDUs
  • Industry representative for the International ITIL Examination Panel
  • Woman-owned small business


EDUCATION - Fully accredited ITSM education, delivered in our classrooms – or yours 
Our robust catalog of certifications, workshops and simulations have multiple delivery options including; Public (live, virtual classrooms), Corporate/OnSite and Courseware Licensing.

All ITSM Academy Courseware is available for licensing under our flexible Licensing & Train-the-Trainer Programs. We provide partners a turn-key solution, with full back office support. 


All instructors hold multiple certifications, including ITIL Expert, Certified Process Design Engineer (CPDE), Certified Agile Service Manager (CASM) and Certified Agile Process Owner (CAPO), DevOps Test Engineer (DTE) and DevOps Leader (DOL). They have years of hands-on IT practitioner experience, enabling them to effectively intertwine theory with real life stories and scenarios.  This training style encourages active group participation, allowing all learners to bring from class a wealth of practical knowledge. 


ITSM Academy’s ITIL content is accredited the authorized and independent Exam Institutes the PEOPLECERT Group. Our DevOps and Agile content is developed in partnership with the DevOps Institute. As a Global R.E.P. of the Project Management Institute (PMI), all ITSM training earns PMI Professional Development Units (PDUs).

Thanks for visiting ITSM Academy – we look forward to welcoming you into our learning community.


Let's Go Green

Materials for our Virtual Classes are provided as downloadable soft copy files that can be viewed on a variety of devices. Attendees may print a hard copy of the files in whatever format best meets their needs, and can use the files under the ITSM Academy Terms of Use as indicated on the material.