John Custy


John Custy is the Managing Consulting at JPC Group and has spent his career working in IT and service management organizations; providing a practical, pragmatic approach to service management by understanding it’s about the people and outcomes first, then the processes and finally the technology. He has been actively involved with assisting organizations improving the value their services provide – by working to help service providers understand it is about how their services impact outcomes. Mr. Custy has worked with all types of organizations and business units, from financial services to healthcare, pharmaceutical, Higher Ed., manufacturing, to non-profits and government agencies.

John is a well know educator and speaker on Service Management with specific expertise on Service Metrics, Service Quality, Knowledge Centered Support, Financial Management and Problem Management. He has also served as both a track and program chair for Service Management conferences globally.

John is an ITIL-certified Service Manager/Expert, KCS verified trainer/consultant, ISO9000 Internal Auditor, and an Exin/TUV and itSMF certified ISO/IEC 20000 Consultant. John has served on the HDI Strategic Advisory Board and is a member of the HDI Faculty, an HDI-Certified Auditor, and a Subject Matter Expert (SME) for the HDI Individual Certification Standards. John is a Kepner-Tregoe (KT) certified instructor and an Exin Accredited trainer for ITIL, ITSM Professional based on ISO/IEC 2000 and Information Security Management based on ISO/IEC 27002. He was a key contributor to the development of the HDI Support Center Certification program and other industry certification programs. He is also a member of the HDI International Certification Standards Committee and the Exin Professionals Group.

Prior to founding JPC Group, John was employed by ZD/Softbank as the Director of Professional Services where he was responsible for managing a consulting services group and training organization. He also held Product Management and Quality Management positions with global computer vendors, and served as a faculty member at Merrimack College where he taught programming.

John has a BS from UMass Lowell and has a MA in Innovation & Technology from Boston University.

2015 Ron Muns Lifetime Achievement Award
IT Industry Legends – 2015

CSI (Consortium for Service Innovation): KCS verified Trainer
ITIL v3: Foundations, ITIL Intermediate (SS, SD, ST, SO, CSI, PPO, SOA, OSA, RCV), Expert
ITIL v2: Foundations, ITIL Practitioner (IPAD, IPSR, IPPI), Service Management Manager
Kepner-Tregoe Resolve – Certified Instructor
ITSM Professional based on ISO/IEC 20000: Foundations, Alignment of IT Services, Support of IT Services, Manage and Improvement of IT Services, Release & Control of IT Services, Manager/Consultant