Brian Bleike Email & Phone Number

Colorado Springs, Co, Us

Colorado Springs, Colorado, United States

Governance and IT Service Management consulting.ITSM governance, program, and practice guidance.ITIL process development and optimization.ServiceNow implementation, roadmap, and optimization recommendations.

Colorado Springs, Colorado, United States

 Assessed IT Service Management Practices: Analyzed current state of ITSM governance model, program, practices, and processes, defined strategies, recommendations, and plans aligned with business goals. Developed ITSM Program and Processes: Created broad scope of IT Service Management processes based on ITIL framework, defined service metrics and measurement methods, developed continual service improvement models, coordinated implementation and related ServiceNow enhancements with ITSM and Platform teams. Guided ServiceNow Roadmap: Evaluated ServiceNow platform and ITSM application configurations, identified gaps and opportunities, recommended improvements and enhancements.

❖ Technology consultant and volunteer with several organizations to share technology expertise, enhance service management processes, coordinate projects, improve financial management, and add value to the community.

Greater Denver Area

❖ Managed ServiceNow Center of Excellence: Directed ServiceNow team responsible for broadscope of ServiceNow and Nuvolo implementations. Defined strategies, standards, processes,budgets, revenue plans, sales materials. Expanded client base and doubled revenue each year.❖ Assessed Service Management practices: Analyzed Enterprise Service Management processes,identified gaps, defined improvement plans, implemented solutions, recommended metrics forclients across multiple industries. Maximized value from ServiceNow investments.❖ Administered ServiceNow & Nuvolo Partner programs: Coordinated partner activities includingdeployments, solutions, training, certifications, surveys, webinars. Progressed from ServiceNowRegistered to Premier Segment. Achieved Nuvolo Premier Partner status in first year of relationship.

Greater Denver Area

❖ Directed ServiceNow practice: Led implementation team in diverse scope of ServiceNowdeployments including platform, ITSM, ITBM, ITOM, ITAM, Self Service. Defined strategies,processes, standards, solutions, delivery plans. Expanded client base and increased revenue eachyear. Received corporate Technology Innovator and Customer Service awards for achievements.❖ Managed Projects and Releases: Led agile scrum sessions with client stakeholders anddevelopment teams, documented project and resource plans, leveraged ServiceNow ITBM toolset.Adopted standard project and release methods to increase consistency and customer satisfaction.❖ Guided ITIL processes: Consulted with internal and client teams on ITIL practices, processes,metrics aligned with ServiceNow ITSM features. Increased value from technology investments.❖ Initiated ServiceNow Partner program: Oversaw Partner relationship and deployments. Led teamin achieving average customer survey scores above 8.5 across client projects.

Englewood, Colorado

❖ Directed ServiceNow team: Managed diverse ServiceNow environment spanning IT, HR,Facilities, Marketing, Finance, Operations business functions serving 45k employees in 22countries. Led team of developer and analyst resources across three geographic regions.Developed product roadmaps and improvement plans, defined methods for managing subscriptionsand compliance.❖ Managed Scrum releases: Scrum Master for product stakeholder and development team sessions.Coordinated Agile releases using ServiceNow Scrum application with 95% on-schedule delivery.Processes adopted for multiple development groups based on successes and customersatisfaction.❖ Guided ITSM processes: Consulted IT operations teams on ITIL service management practices, processes, metrics. Introduced Service Portfolio, Configuration, Asset, Knowledge, Project,Resource, Survey, and SLA best practices to organization.❖ Deployed Applications: Implemented unused applications to increase value and benefits fromexisting technology investments. Converted legacy Facilities, Operations, and Asset Managementapplications to ServiceNow. Avoided $400k in external service costs; reduced $200k in annualcosts.

❖ Directed IT Service Management Program: Designed and implemented ITIL processes, institutedcontinuous improvement plans, defined service metrics. Leveraged ITIL to exceed audit andregulatory compliance goals. Received CEO Level 3 STAR Award for achievements.❖ Implemented ServiceNow applications: Deployed ITIL process applications and Service Portalwith IT, HR, Facilities functions. Leveraged ServiceNow to enhance productivity, improve processconsistency, and enable position consolidations.❖ Supervised ITSM Unit: Led team of ITSM professionals focused on rapid continuous improvementof ITSM processes and administration of ServiceNow platform.❖ Served as ServiceNow reference & Knowledge 13 presenter: Recognized as Utility industryServiceNow ITIL expert; served as reference for ServiceNow government and utilities customers.Speaker at Knowledge 13 Conference with topic “Leveraging Governance for ITSM Success”.❖ Designed Service Level Management processes: Acted as Service Level Manager and builtrelationships with key customers. Converted challenging customer groups into proponents of IT.❖ Established Asset & Configuration Management processes: Defined data, relationship, andmanagement standards. Built central CMDB on ServiceNow platform, consolidating multiple tools.❖ Instituted Availability & Continuity Management processes: Served as Availability/ContinuityManager, coordinated recovery exercises, oversaw NERC CIP-009 regulatory compliance.❖ Defined IT Project Portfolio Management processes: Served as IT Project Portfolio Manager,leveraged ServiceNow Project Management tools to improve visibility and process efficiency.❖ Developed Financial Management processes: Defined IT service costing models, configuredfinancial dashboards, introduced notional chargeback concepts to boost cost visibility.❖ Published ITSM Scorecard and management dashboards: Developed scorecard metrics,reports, and dashboards to improve service management and performance.

❖ Directed Enterprise Infrastructure Services team: Managed $15M in infrastructure assets,oversaw fifty technical positions, managed $10M annual budget, achieved 2% budget varianceannually, realized over $400k in annual savings through consolidation and optimization.❖ Developed Availability and Continuity strategy: Implemented redundant data centers andinfrastructure services; avoided $1M in annual operating costs over external services solutions.

Bachelor Of Science, Electrical Engineering

Itil 4 Foundations Certification, It Service Management

Itsm Cis, Certified Implementation Specialist - Itsm

Sa, Certified System Administrator

Itil V3 Foundations, Itil V3 Foundations Certification

Ipad, It Service Level & Financial Management

Itil V2 Foundations, Itil Foundations Certification