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Julie Mohr serves IT service management (ITSM) and enterprise service management (ESM) professionals supporting the transformation of IT operations into forward-thinking, customer-centric, results-driven service organizations. Her research includes platform teams, knowledge management and generative AI, service portfolio/catalog management, incident/problem management and the service desk, automation and self-service, change management, measurement and OKRs, and industry frameworks. Julie’s research also integrates the intangibles to infrastructure and operations (I&O) success, including capacity building, organizational change, culture, experience, and collaboration.
Previous Work Experience
Since 2004, Julie has served as an industry expert and international speaker specializing in ITSM and knowledge management. As a practitioner, she worked for various companies, including National Institutes and NASA. Julie was a coauthor of the knowledge management practice in ITIL and is the author of The Help Desk Audit, a governance framework for assessing the maturity of the incident management and service desk practice areas.
Education
Julie earned a BS in computer science from The Ohio State University and a MEd from the University of Phoenix.