Assess current maturity of ITSM and work with the internal team to build roadmap for ITSM implementation
Provide guidance to set standards and processes, within the context of IT service priorities
Develop processes based on the ITIL v4 framework.
Develop SLAs and OLAs.
Support in developing KPIs.
Review the current implementation of ITSM (ServiceNow).
Support in ITSM implementation.
Assist with development of internal controls, best practices initiatives by proactively exploring control deficiencies associated with IT systems and processes
Ensure internal controls and process compliance across IT organization through regular audits, following a risk-based approach that balances efforts with risks, risk identification and management / mitigation
Analyses as-is process of ITIL v4 aligned Service Management (Service management lifecycle) for the SM tower.
Provides subject matter expertise to process Owners and process working group members on ITIL v4 and Service management.
Gathers requirements on ITIL v4 aligned service management processes.
Finalizes process flows and process assets and facilitates process definition.
Assist with service management process architecture and process assets.
Coordinates with team to provide the right inputs for process definitions.
Reviews the deliverables provided by the team before they are presented to the process owners and stakeholders.
Conducts impact assessment of process managers.
Escalating issues related to respective project/work stream to the engagement team.
Present the ITSM processes of the documentation to the management and technical team.
