Peter Dorfman

Current

• President at KnowledgeFarm (Sole Proprietorship)

Past

• Principal Consultant at Leveraged Technology Inc. (IHS Support Solutions)
• President at KnowledgeFarm (Sole Proprietorship)
• Director of Corporate Communications at Molloy Group, Inc.

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Education

• New York University - Leonard N. Stern School of Business
• The George Washington University

Recommended

8 people have recommended Peter

Connections

384 connections

Industry

Management Consulting

Websites

• My Consulting Work
• My Farm
• My Writing

Peter Dorfman’s Summary

Certified, professional adoption advocate and change agent in IT Service Management / ITIL adoption. Have been a thought leader and successful practitioner in Knowledge Management and related disciplines over the past 18 years.

Peter Dorfman’s Specialties:

IT Service Management -- Practitioner-certified in ITIL, experienced in Service Level Management.

Knowledge management, focused on applications in customer service and support. Expert and certified instructor on Knowledge-Centered Support.

Marketing communications -- e.g., authoring of positioning white papers, blogs, web content and other materials.

Former journalist and publisher.

Peter Dorfman’s Experience

• President

  KnowledgeFarm (Sole Proprietorship)

  (Sole Proprietorship; 1-10 employees; Management Consulting industry)

  May 2008 — Present (6 months)

  Knowledge Management and IT Service Management (ITIL) consulting. KnowledgeFarm helps its consulting clients to:
  
  * Develop knowledge-sharing strategy,
  * Design effective processes,
  * Establish standards for organizing knowledge content and maintaining timely, high quality content over its full life cycle, and
  * Make effective decisions on the technical platforms and tools for leveraging knowledge.

• Principal Consultant

  Leveraged Technology Inc. (IHS Support Solutions)

  (Privately Held; Management Consulting industry)

  June 2005 — May 2008 (3 years)

  Head of the ITSM and Knowledge Management practice within a professional services firm serving customer service and IT infrastructure support organizations. Practitioner-certified and experienced in ITIL consulting and training.Certified instructor for Knowledge-Centered Support, the KM Best Practices developed by the Consortium for Service Innovation, and now involved in KCS training and implementations, as well as consulting to KM tool vendors.

• President

  KnowledgeFarm (Sole Proprietorship)

  (Sole Proprietorship; Myself Only; Management Consulting industry)

  September 1999 — June 2005 (5 years 10 months)

  Advise organizations on strategy/implementation of knowledge management solutions; advise vendors in KM on strategy / marketing.
  
  Author, "Tools for Support Knowledge," research study to help customer support organizations adopt and leverage leading software tools for building and maintaining knowledge bases. Published by HDI, world's largest membership association certification body for service and support professionals, summer 2005.
  
  Proponent of Knowledge-Centered Support (KCS) methodology, developed by the Consortium for Service Innovation. Frequent author and conference speaker. Wrote influential feature article for Knowledge Management Magazine ("The Accidental Knowledge Manager"). Also published articles in RealMarket.com, Customer Support Management, Knowledge Management Review, Call Center Solutions and Knowledge Inc. Lectured at George Mason University, and the Richard Stockton State College of New Jersey. Program chairman for several industry conferences.

• Director of Corporate Communications

  Molloy Group, Inc.

  (Privately Held; 51-200 employees; Information Technology and Services industry)

  April 1994 — September 1999 (5 years 6 months)

  Managed corporate and product marketing for Knowledge Management software products firm. Programs included analyst and press relations, advertising and trade shows.
  
  Developed principles that became the standard methodology for application of the company’s patented Cognitive Processor® knowledge representation technology. Drafted key patent application, including claims.
  
  Wrote feature articles for industry journals. Spokesman for the company, at numerous conferences. Secured five high-profile industry awards for product and company. Developed license and service agreements.

Peter Dorfman’s Education

• New York University - Leonard N. Stern School of Business

  MBA, Marketing, 1981 — 1984

• The George Washington University

  BA, Journalism, 1973 — 1977

  Activities and Societies:

  Intern, Washington bureau, Atlanta Journal & Constitution

Additional Information

Peter Dorfman’s Websites:

• My Consulting Work
• My Farm
• My Writing

Peter Dorfman’s Interests:

knowledge management, Knowledge-Centered Support (KCS), ITIL, customer relationship management, fencing, US Fencing Association rated referee

Peter Dorfman’s Groups:

HDI (Help Desk Institute),
US Fencing Association, NJ Interscholastic Fencing Officials Association,
American Goat Society,
Operation Crossroads Africa, rural health education and journalism project Nigeria 1977

•    eOffice
•    Business Professionals Fencing Network
•    Content Management Professionals
•    Obama for America
•    ITSM (ITIL) Professionals
•    NYU Stern School of Business
•    Consultants Network
•    Contact Center Group
•    Knowledge Management Experts
•    CKO (Chief Knowledge Officers) Forum
•    Network of Organizational Change Managers
•    ITIL-certified experts
•    HDI - Professional Association for the IT Support Professional
•    Open itSM Solutions Alliance
•    Social Media Mafia
•    Knowledge Management for Legal Professionals

Peter Dorfman’s Honors:

- ITIL Practitioner Certification (Support and Restore)
- ITIL Foundation Certification
- Knowledge-Centered Support (KCS) Instructor Certification

Only three degrees from Kevin Bacon

Peter Dorfman’s Contact Settings

Interested In:

• career opportunities
• consulting offers
• expertise requests
• business deals
• reference requests
• getting back in touch