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Copyright © 2013 Accenture All rights reserved. 1
Brent J Knipfer – Global ServiceNow Solution Architect
Background Relevant Experience
Key Skills
 Mr. Brent Knipfer is a ServiceNow expert, past
HP ITSM Global Offer lead & Remedy Solution
Manager. He is an expert in multi-tenant and
managed service provider ITSM operations.
 Mr. Knipfer is a ITSM & Service Integration
Architect with deep experience in many tools,
focused on Anything as a Service ServiceNow
 He has years of Service Design & Service
Integration experience. He delivers projects
covering service management, service
assurance, knowledge management, self-
service portals, service catalog & orchestration.
 Mr. Knipfer holds a Bachelor of Science in
Ceramic Engineering from Iowa State University
with Masters coursework in Metallurgical
Engineering from Syracuse University.
Functional and technical skills:
 Business Process Management
 Multi-tenant ITSM
 Enterprise Integration
 Actionable Service Catalogs
 ITSM Platform Ownership
 Product Management
 IT Outsourcing
 IT Transformation
Industries:
 Telecom
 Pharmaceutical
 Banking
 Energy
 High Technology
 Consumer Goods
 Manufacturing
 Oil & Gas
• Service Assurance: Designed roadmap for Global Telecom Managed
Service Provider across 2 enterprise networks, 7 ITSM, 4 Monitoring toward
a single multi-tenant platform. Design Authority, Feature Team & multi-
tenant SACM including client services were immediately pursued.
• Service Automation: 18 ServiceNow automations saving 300K SLA hours
for 15,000 tickets annually with Microsoft AD & Exchange 2010 and VMware
5.5. Designed automations for Azure and On-Premise HyperV.
• ServiceNow Platform Owner, Product Manager & Technical Architect:
• Global Energy: Self-Service Website, Service Desk, Incident, Knowledge,
Service Catalog with integrations to Active Directory, Ping Single-Sign-
On, Exchange, and VMware.
• Global Pharma: Knowledge Management. Solutions designed with client
for GRC, HR Case Management & Service Portal/Catalog.
• NA Outsourcer: Solution Architect for dedicated & multi-tenant with
integration to Field Services, multiple Service Desk tools & Cisco VAR
• ITSM Owner & Product Manager for 3 years. $5M Annual investment; 8
ITIL processes, 2M transactions & 1.5TB storage. Implemented 20 major
releases with 200 new capabilities in 40 tenant, 13 instance environment.
• Service Integration: Global Consumer Goods. Led teams to integrate 4
ITSM tools across 3 service providers. Solution was near real-time for 1,000
technical & 300 business services. Architect & Owner for 6 years.
• ITSM Tool & Partner Selection: Led work at 3 $40B+ multi-nationals:
definition & rating of requirements, selection of tools and the critical choices
of implementation & support partners in under 60 days. Experience with
ERP, ITSM Suites, Service Catalog & Knowledge Mgmt.
• Global Outsourcing: International experience transitioning insourced IT to
a global, multi-provider outsourced solution.
• Remedy Implementation & Operations: Business and technology
architect for Remedy 7 multi-tenant ITSM solution. Implemented as a SaaS
solution with external host. Databridge used to integrate many providers.
Owner of service catalog and change operational support for 6 years.1,000
item catalog & 40K tickets/year.
Certifications:
• 3 - ITIL2011
Advanced
• ISO/IEC20000
• ServiceNow
Administrator &
Implementation

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Brent J Knipfer CV_ITSE.021215

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