Knapp I.T., Inc. is a boutique IT Service Management training and consultancy firm based in Wilmington, Delaware. Owned and operated by Author, Accredited Trainer, and Certified ITIL® Expert Jill Knapp, her ITIL Foundation students have enjoyed a 100% pass rate over the past 24 months. She co-taught the world’s first ITIL V3 Foundation class with exam in June of 2007. Her roster of clients and talented students include ESPN, Dell, HP, the Federal Reserve Bank, UPS, FedEx, Merck, Bristol-Myers Squibb, Nortel, the University of Texas, the Canadian Armed Forces, the USDA, EMC, RIM, SAIC, Huntington Bank, Lancaster General Hospital, and Lower Colorado River Authority. Knapp I.T. is a trusted and reliable partner of many training organizations worldwide, such as New Horizons Computer Learning Centers, Knowledge Peak, TEK Systems, Third Sky, and ITPreneurs, and Ms. Knapp is on the faculty at Villanova University as an adjunct professor, ITIL curriculum designer, and subject matter expert. Active in the ITIL community as a Service Operation and team-building buff, Jill applies her past technical experience and Education degree to turn ITIL concepts into real-world results for her students and clients. Jill Knapp is the author of "ITIL V3 Foundation Exam Video Mentor," published in 2010 by Pearson/Que/InformIT. Knapp I.T., Inc. is a Woman-owned Small Business with a commitment to green sustainability, and a proud Sponsor of the Arts.