ITSM Process consultant with over 13 years of experience in various areas of IT industry ranging from System & Network Administration, Process designing, implementation, support & improvements based on ITIL framework.
Good understanding of ITIL V3 lifecycles & Processes and has good working knowledge on Incident, Problem, Change, Configuration, Availability & Capacity management processes. Working knowledge on ITSM tools like BMC Remedy, CA Unicentre, HP Service Manager & HP ESL CMDB
As an ITSM process manager, has extensively involved in definition of metrics & KPIs, their collection, reporting, and monitoring trends for deviations against baselines
Proactive self-starter known to ini...
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