Hemant Arora

§ Total 8+ years’ experience in IT Service Management with expert level experience in Transition Projects, Major Incident Manager, Incident Management, Problem Management, Change Management, Service Improvement, Team/People Management, Service Level Management, Continual Service Improvement
§ ITIL V3 Foundation Certified professional
§ Certified in Service Transition in ITIL V3 from APMG, UK
§ Certified in Service Operations in ITIL V3 from APMG, UK
§ Certified in CSI in ITIL V3 from APMG, UK
§ ITIL® Service Offerings and agreements Certified
§ EXIN Accredited Trainer for ITIL®
§ ITIL® Operation Support and Analysis Certified
§ ITIL® MALC Certified
§ ITIL® V3 Expert Certified
§ Helped one of the Indian Insurance Companies to launch customer portal with integration of CMS and customer portal. Also helped in Implementing escalation matrix into CMS for escalating customer complaints
§ Leaded a team of 4 associates to prepare ITIL Courseware from Foundation to Expert level and got the same accredited by relevant body
§ Conducted more than 200 workshops on all ITIL modules & ITSM discipline in different organizations like IBM, EDS, CSC, Ericsson, HSBC Software Development India, Just Dial, Tech Mahindra, Bank of Tanzania, GE, BCMS, HCL, Comviva, Amdocs, Accenture etc
§ Experienced in implementing and customizing ITSM solutions through consulting and training channels for IT industries following Service Management as core practice
§ Experience in performing current state assessment, GAP analysis before recommending changes in existing or new process, technology framework according to the business requirement
§ As an Exin accredited trainer and Examiner; supervise and provide assistance for candidates taking accredited examinations
§ Provide consultancy services in the areas of identifying process or tools improvement and Implementing ITSM/ITIL right from requirement gathering till knowledge transfer
§ Specialized in conducting online trainings. Presenting online seminars as a speaker, presenter on ITIL Topics