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ITSM Academy

Management Team & Timeline


The founders of ITSM Academy, Lisa Schwartz and Jayne Groll, “grew up” in the world of Help Desks. As our careers progressed, we graduated to Senior Management roles within our organizations. While our titles and responsibilities differed, our mutual passion for quality IT Services kept us on parallel paths.  

As the first wave of IT Service Management (ITSM) and ITIL® reached the shores of the United States, we were hooked. An internationally accepted collection of best practices focused on reducing IT costs and improving customer satisfaction was here.  We had to get our arms around this!  So, like many of you, our research began. It became obvious to us that education and networking would be our first steps. Local resources were limited – so we gathered some colleagues to help start the South Florida itSMF USA Local Interest Group (LIG). We also began the hunt for quality ITIL training. At the time, options were very limited. As they say, one thing led to another...

To help fill the training void, in 2003 we founded ITSM Academy and set our sites on developing "Americanized" training content and achieving Accreditation.

By 2005, we had developed and were delivering all available ITIL Training, including Service Manager.

In 2006, we were recognized by the Project Management Institute (PMI) as a Global Registered Education Provider (R.E.P.), allowing our learners to earn Professional Development Units (PDUs). 

In 2007 the "new" ITIL Qualification Scheme was introduced and we became the first US organization to achieve APMG Accreditation (the official ITIL Accreditor at the time).  We developed all of the courseware in house, through Managing Across the Lifecycle (MALC).  We also expanded the Courseware Licensing opportunities for our partners, and built a program to allow our large corporate/government clients to identify internal instructors and enter our Courseware Licensing Program.

2012 - 2013 we rolled out our game based learning (GBL) GAME ON! An Interactive Learning Experience® and our Learner Portal -

In 2014, ITSM Academy expanded the educational framework to include Agile Service Management® and were the first organization globally to become a Registered Education Provider (REP) of the DevOps Institute.  

In 2017, we introduced DevOps Campus and continue to roll out the DOI DevOps Practitioner Series of courses.

In 2018, we introduced more classes into our DevOps Campus including: ITSM For DevOps, DevOps Test Engineering (DTE), DevOps Leader (DOL), DevSecOps Engineering (DSOE) and Continuous Delivery Architect (CDA).

By now, you’ve likely researched more than one training provider. What makes ITSM Academy different? Why should you choose us?

“Our business values are founded in trust, loyalty, professionalism and long term relationships. We provide personalized solutions based on those same values and built on the foundation on our own experiences – as IT Professionals.” 

Sounds nice, but can we back that statement up?

We don’t need to. Our 100,000+ (and growing!) alumni do it for us. They are happy to talk about the quality and personalized services they receive from ITSM Academy. Please visit our testimonials page, or contact us for additional information.

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



Lisa Schwartz, CoFounder and CEO

Read Lisa's Bio  |  Connect with Lisa




There is no traffic jam on the extra mile

~ Roger Staubach




ITSM Academy, Inc. is Minority Business Enterprise (MBE) certified, woman owned and operated.