Well, the truth is, the “us” is mostly just a “me,” though I have been known to call on my super-hero peers when a project requires more hands than I have.

My name is Jill Knapp, and I’m the President of Knapp I.T., Inc. I’m also Knapp I.T.’s Principal Consultant and Lead Trainer, a Certified ITIL Expert, and a Distinguished Professional in Service Management (DPSM), and Master Trainer. I personally create all of Knapp I.T.’s curricula and courseware, and I deliver almost all training classes that bear my company name. I’m proud of my company’s great reputation for delivering fun, interactive, successful, professional classes, based on our complete, accurate (and grammatically sound!) materials. I had the pleasure of co-teaching the world’s first ITIL V3 Foundation Class with Exam in June 2007, and my ITIL Foundation and Intermediate students have a near-perfect pass rate since 2009. I hold a degree in Education and I have a public speaking/performance background as well. I’m not promising a stand-up comedy routine when I teach, but I have never had a student fall asleep in class. :-)

On the consulting side, I’ve helped countless organizations transform themselves from fire-fighting panicky departments to calm, process-following departments; it’s a beautiful thing! Back in the day, I worked as a DBA, a desktop support technician, a Windows server and LAN/WAN admin, a service desk manager, and a Technical Account Manager for many outsourced IT initiatives, so I can talk the techie-talk and walk the value-walk. I love serving as a translator between techs and execs, bringing teams together as they partner for transformation.

Jill created and delivered “train the trainer” courses for fellow Quint instructors, ensuring their training methods accommodated students’ different learning styles. Ms. Knapp coached/mentored instructors worldwide using an evaluation system she created for this purpose.

I’m also the author of the ITIL V3 Foundation Exam prep book/DVD set from Pearson/InformIT/Que called ITIL V3 Foundation Exam Video Mentor, published in December, 2010. A new, streaming-only revised edition is in the works and tentatively scheduled for a Summer 2015 release, so keep your eyes peeled for ITIL 2011 Foundation Exam Live Lesson, coming from Pearson IT Certification and Safari to you.

I get almost all of my business through the kind referrals of satisfied customers, and through repeat business. It’s a pleasure building lasting relationships and adding more happy students and clients to the Knapp I.T. family.

How can Knapp I.T. help your organization? How can I help your career?

Drop me a line, and we’ll talk. I’ll be glad to send you my résumé and a sampling of student comments from prior classes to get the ball rolling. If my service offerings don’t give you exactly what you need, no worries. As a small business, I’m flexible, and would love to help build a custom solution to fit your needs.

To contact me, please drop me a line at jill at

Knapp I.T., Inc.
1 Woodcroft Lane, Suite 100
Wilmington DE 19810
office: 302-475-6414
fax: 302-235-3010