Responsible for the company's products development:1) "IT Guild: Medical Voice Assistant" - allows patients in hospital to receive medical assistance using voice to text recognition (and vice versa) via the specialized patient terminal, equipped with mic and speaker. When recognized, the patient's service request submits to the Service Management ticket processing system to be fulfilled by the nurse or doctor or to be fulfilled automatically using Knowledge Base, to provide all the required information for the patient.Medical voice assistant helps to reduce stress and make use of expectation management for patents and medical personnel. It provides contactless experience of engagement with medical services in hospital and stores all the requests in a database enabling reporting and improvement of services.Being Product Owner, is responsible for the product roadmap and backlog shaping, managed to develop from scratch the product's state of working prototype ready to be piloted and shown to the largest hospitals in Moscow. See a brief presentation of voice assistant installed on November, 2021 in the Moscow rehabilitation center "Preodolenie" (https://preo.ru/) with my comments: https://disk.yandex.ru/d/1OiF3O7gB2BycAOverall MVA product overview: https://youtu.be/EsKW9xIJsos2) "IT Guild: Movement" - Platform for Trafic Control and Management - System of Engagement based on the ITSM/ESM system, including low-level traffic control and management Intellectual Transport Systems (ITS), which allows to evolve Data to Information to Knowledge to Wisdom (DIKW) related to the transport management area. 3) "IT Guild: Open City!" System of engagement of citizens and regional government, applying Service Management best practices for Smart City related solutions. " Open City!" allows citizens to utilize the city's Services via the Self-service Portal using the Service Catalogue and the typical requests.

SimpleOne is a platform for automation of the company's all service business processes following the concept of Enterprise Service Management (ESM) and the principle of a single system of record.SimpleOne helps to extend the best practices of service delivery and management (ITIL®, VeriSM™) to all service divisions of the company. The platform is aimed at medium and large corporate and government customers engaged in the process of digital transformation.Responsibilities were to:launch ITSM/ESM application, based on SimpleOne, which implied:- (strategic) shape the product vision and roadmap- (tactical) manage backlog items and sprint goals- (operational) collaborate constantly with teams Within the year managed to achieve:1) cross-functional teams iterative work organization from scratch (using agile approaches - Scrum) 2) release of ITSM business application (commercial readiness) including the following ITIL v3 /ITIL 4 practices:- Event Management (Autocorrelation engine, Debounce engine)- Incident Management (End-user, Infrastructure, Major incidents)- Service Request Management (Standard Request Models)- Change Enablement (Adaptive Authorization, Change Authority Model, Change Schedule Widget)- Configuration Management (CMDB, Visual Service Model, Operational State of CIs)- Service Level Management (Agreements, Commitments, Indications, SLAM Chart)- Problem Management (KEDB)- Self-Service Portal (Catalogues of Standard Service Requests (based on Request Model), Personal user cabinet, Service Announcements)etc.Was one of main speakers at the 10th Annual Conference ITSM Forum Russiahttp://itsmfcon.ru/2019/ held on October 3, 2019 in Moscow for 700+ attendees(Please find the corresponding article in my profile to see the content of my presentation in English)A link of product overview shown and narrated by me https://www.youtube.com/watch?v=TZivVxSzWjQ

ITSM/ESM Processes design (Managed services) for external business customers of the company.Achievements:1. Managed Services Department Request CatalogueWe were needed to improve the collaboration between different company departments (Sale/Presale Department, Delivery Department, Managed Services Department) within the e2e value generation stream that is facing Nexign customers.This target was supposed to be reached by the introduction of the MSD Request Catalogue with standard forms of the typical requests available to the company's stakeholders on the holistic process of value creation to our customers. My responsibility was to design the end-to-end process, define the regulations, and to engage different stakeholders within the company. Finally, we have successfully launched the Request Catalogue into operation.2) Managed Services Department Service Portfolio MSD Service portfolio serves as the main repository of all services offered to the company consumers at the different stages of their lifecycle.My role was to shape the entire process model, including: - Service offering request model (procedure of addition of a new service into the Service Pipeline)- Service portfolio request (procedure of selling the service from the Service Catalogue, necessary resources obtaining, shaping of a Service Charter)

Achievements:As a Service Desk Manager:• was an idea creator, main stakeholder and project facilitator of the brand new Self Service Portal including the Catalogues of Service requests of IT and other company back-office supporting functions/units• developed and implemented ITSM process procedures along with the documentation from the scratch (Incident Management, Problem Management, Change Management, Request Fulfilment Process Description, Policies, Guidelines, Workflows)• significantly increased the value of Net First Level Resolution KPI (from 15% to 70+%)As an Incident Manager, proposed and implemented dozens of process improvements, e.g. • major incident step by step procedure• end-user urgent notifications workflow• ensuring of information quality and fullness being provided to end-users on solutions of notable incidents As a Change Manager, by my efforts, we managed to decrease as twice as little the incident rate caused by weak planning of Request for Changes by: • introducing and implementing the Post Implementation Review procedure • implementing Change schedule calendar correlation procedure• organization of a full and comprehensive validation and testing procedure• increasing the overall amount of "legal" change recordsAs a Quality Group Coordinator: • made plenty of improvement suggestions to existing processes (most of them were eventually implemented) e.g. among them was the introduction of the Resource-Service Models and Service Specification approach• showed an exemplary approach of efficient conducting Quality Group meetings