Kristy Smith

Background

About Kristy Smith

With 27+ years in technology, I bring a unique perspective that combines deep technical knowledge with business acumen. My background includes enterprise system support, Oracle development at Honeywell Sensing and Control, and foundational experience in accounting and finance—giving me a comprehensive understanding of how IT services impact business outcomes. As a Principal Consultant and Project Manager in CDW's Advisory Services, I lead digital transformation initiatives focused on IT Service Management (ITSM) and ITIL 4 frameworks. I'm an ITIL 4 Managing Professional who partners with organizations to modernize their service delivery through strategic process design, implementation, and continuous improvement methodologies. My expertise centers on helping clients optimize their IT operations by designing scalable ITIL processes, selecting the right service management platforms, and driving organizational change. I specialize in translating complex ITIL theory into practical, business-aligned solutions that deliver measurable results across diverse industries including healthcare, insurance, legal, manufacturing, HR, and financial services. Core Competencies include- Digital Service Transformation: End-to-end ITSM implementations and process modernization - Process Innovation: Workflow optimization and documentation using contemporary methodologies - Change Leadership: Cultural transformation and organizational adoption strategies - Platform Expertise: ServiceNow administration and process alignment - Program Delivery: Agile project management and cross-functional team leadership - Knowledge Transfer: Training design and delivery for sustainable adoption