Joyce Parker
Senior Technical Instructor

Areas of Expertise

  • IT Service Management (ITIL 4/V2011/V3/V2)
  • Service Desk
  • Process Design


Joyce Parker brings over 30 years’ experience in the IT industry into the ITSM classroom. For

many years, Joyce was employed by the National Association of Securities Dealers, Inc. (NASD®) where

she performed numerous managerial, technical support and customer service functions. Successful

efforts included the implementation of a support methodology for the NASD's 55 PROCTOR testing

centers as well as the centralization of six (6) computer-related Help Desks into a single Technology

Services Support Center.


Throughout her career, Joyce has focused on the design and implementation of ITSM processes aimed

at making IT functions more efficient and effective. She brings to each engagement an energetic, fast-paced training style and a wealth of practical advice for implementing a customer-oriented culture in

a technically diverse and fast-paced environment.


Joyce is an ITIL Expert ™, ITIL Service Manager and a Certified Process Design Engineer (CPDE) ®. She holds all of the ITIL V2011 Lifecycle and Capability certifications as well as multiple ITIL Practitioner certifications along with the new ITIL 4 certifications.


Representative Courses Taught

  • Information Technology Infrastructure Library (ITIL) V2 V3 and 4 – All Levels
  • Help Desk/Service Desk seminars
  • Certified Process Design Engineer (CPDE)
  • DevOps Foundation
  • ITIL 4 Foundation, DPI, DSV, HVIT, Key Concepts
  • ITIL 3/2011 Foundation, RCV, OSA, SOA, PPO, SS, SD, ST, SO, CSI, Practitioner
  • ITIL V2011 Overview, Service Catalog Workshop, ITIL for Service Desk
  • ITIL V3 Awareness, Overview, Foundation Bridge
  • ISO/IEC 20,000 Foundation (SQMF)
  • Microsoft Operations Framework Foundation (MOF)
  • Customer Service Skills for the Service Desk


Credentials and Certificates

  • Valparaiso University, BS Math and Computer Science
  • ITIL V2 Foundation
  • ITIL V2 Practitioner Release and Control and Support and Restore
  • SQMF ISO/IEC 20,000
  • ITIL V2 Service Manager
  • ITIL V3 Foundation
  • ITIL V3 Service Manager Bridge (to ITIL Expert)
  • Certified ITIL Expert
  • ITIL V3 Lifecycle Courses (SS, SD, ST, SO, CSI)
  • ITIL V3 Capability Courses
    • Release, Control, and Validation (RCV)
    • Operational Support and Analysis (OSA)
    • Service Offerings and Analysis (SOA)
    • Planning, Protection, and Optimization (PPO)
  • ITIL V3 Managing Across the Lifecycle (MALC)
  • Certified Process Design Engineer - CPDE
  • Microsoft Operations Framework 4.0 (MOF)
  • DevOps Foundation
  • ITIL Practitioner
  • ITIL 4 Foundation
  • ITIL 4 Managing Professional Transition (MPT)
  • ITIL 4 Direct, Plan, and Improve (DPI)


Other Interests

When not in the classroom, Joyce is an avid traveler and workout fanatic!  She and her husband split their time between Florida and Maryland, where they enjoy beach volleyball - both playing and coaching.   They travel both inside and outside the US whenever they can.


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