IdentityProcess Specialist at IBM Pvt. Ltd, with prime focus on IT Service Management and strong understanding of ITIL processes and its deployment across the organizations. Has designed Service Model Framework in line with business requirements and implemented the service management solutions covering people, processes and tools.
ITIL Processes Streamlining which includes Process Scoping, Process Designing, Execution, Process Documents preparation, Conducting Process Trainings for the onsite team.
Assessing and adapting outlined ITIL processes in the day to day support and maintenance of the individual operations for EUS accounts.
? Mapping all the respective support processes with the Service Ticketing Tool and SLA Configuration with the clock start stop statuses in the tool.
Preparation of Service Catalogue and Service Management Plan for the account. Implementing potential service improvements like Analysis/Process improvement, Service desk speech templates, Knowledge Error Database.
Preparation of Standard Operating Procedure documents for the account.
• Preparation of SLA Metrics w.r.t KPI’s and Standardize reports, templates & frequency.
Defining Severity levels, Ticket closure process, Change Request Estimation guidelines and reviewing classification of Incidents, Service Requests, Problem Tickets and Change Requests.
Transition Management which includes preparation of Transition Plans, Transition Reports, and Transition Checklists, conduct Transition Trainings and develop Project to Support Transition methodology for all the ongoing and upcoming small transitions in this project.
End to end responsibility of transition activity till the sign- off
