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.

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.

Julie earned a BS in computer science from The Ohio State University and a MEd from the University of Phoenix.