Based on the Malcolm Fry book - 'ITIL Lite - Road Map to Full or Partial ITIL v3 Implementation'

John Custy is the Managing Consultant of JPC Group, a professional services company focused on Service Management (SM). The staff and partners of JPC Group have extensive experience developing service management capabilities in both large and small organizations, and can leverage their knowledge and experience to assist you in meeting your objectives. John is an ITIL Expert, Service Management Manager, Service Management Practitioner, ITSM Professional Based on ISO/IEC 20000 Manager/Consultant and an itSMF certified ISO/IEC 20000 Consultant.

John began his career in IT in 1979 and since the late 1990's he has been educating, consulting and training in Services' Management. John has assisted many individuals and organizations in understanding what Service Management means and how to leverage the mulitude of frameworks; from ITIL®, ISO/IEC 20000, MOF, CobIT and ISO/IEC 27000. He has conducted workshops adn certification training courses, all with the goal of helping the people understand how these frameworks and methodologies can help them and their organizations be more successful.

Since 1999 John has had his own company focusing on the issues and role of people, process and technology in Services Management. John is a well-known and respected speaker and educator, and has presented at Support and Service Management conferences globally.

John is also a member of: Exin Professionas Group; itSMF; HDI Faculty, an HDI-Certified Auditor, and a member of the HDI International Certification Starndards Committee. He has been involved with industry certification programs for over 15 years and was a key participant in the development of the HDI Support Center Certification program, HDI individual certification programs and the SSPA Support Center Practices program. He was also certified as an internal ISO 9000 auditor and has achieved the Advanced Certificate in Information Security Management based on ISO/IEC 27002.

John's ITSM certifications include:
ITIL v2 - Practitioner - IPSR, IPAD, IPPI; IT Service Management Master
ITIL v3 - Intermediate - SS, ST, SD, SO, CSI, OSA, SOA, RCV, PPO; ITIL Expert

itSMF UK - ISO/IEC 20000 Consultant
ITSM Professional based on ISO/IEC 20000 - Consultant Manager, Alignment of IT and the Business, Control of IT Services, Management & Improvement of IT Services, Support of IT Services

ISO/IEC 27000 - Advanced Certificate in Information Security Manaement based on ISO/IEC 27002
Consortium for Service Innovation - Knowledge Centered Support

JPC Group services include:
- ITIL Certification/Workshops: ITIL Foundations, Intermediate, Expert
- ITSM Professional based on ISO/IEC 20000 - Foundation, Professional, Manager/Consultant
- Services Management - Business simulation programs, e.g., Grab@Pizza
- Information Security based on ISO/IEC 27002 - Foundation, Advanced Certification in ISM

- Customer service skills for support and service centers
- Performance measurements
- Design/setup/improvement of support centers
- Problem solving and troubleshooting skills
- Staffing and scheduling
- Service Level Management, Service Catalogue Management
- Process Maturity Assessments; Operational process assessment,
- Services Strategy and Service Portfolio Management

John has a BS from Lowell Technological Institute and an MS in Innovation and Technology from Boston University. He is co-author of the paper "Customer Oriented Enterprise Integration Technology."