Brian Graham Email and Phone Number

Assisting RCMP with the business transformation of their SAP application level Service Desk with the purpose of aligning it to industry best practices. Work has included conducting interviews with all levels of stakeholders. Completing a business case with options analysis and a recommendation. Creating a policy centre to lead strategic direction, standards and processes. Revised existing processes. Developed RACI for roles and responsibilities. Establishing service level targets and performance assessment reporting to enable continuous improvement opportunities.

I completed working at DND working on various projects including the functional requirements for the AIT project, various projects in the Infrastructure engineering team and implementing a set of recommendations from a study that Gartner completed in December 2016. Gartner provided 27 recommendations that covered areas of Governance, Support Structure, ITSM Process Improvements and Proactive Environment.

I was hired to do an IT Service Management review of all ITIL processes in place and to recommend what improvements and additional processes should be added. Once the reviews were completed I established an IT Service Management Improvement Project to implement the approved priority improvements and recommendations.

Responsible to Migrate SSC Legacy ITSM Tools to a single SSC Enterprise Tool Suite. This included aligning 43 partner Incident and Service Request tickets to be entered into the enterprise tool following an SSC Service Desk to Partner Service Desk Model. As well as manage the project, I was responsible for all governance documentation, proposal, project charter, project management plan and the transition management plan as per the SSC gating governance model.

Director responsible to onboard all new enterprise services to IT Service Management Support, responsible to implement ITSM Tools and Monitoring as well as Performance Reporting for the Enterprise IT Service Management organization at Shared Services Canada.

I was responsible for Business Intake Management, HR, Finance. and IT Service management within the Social Portfolio

Enabled the implementation of complete ITIL Services and proxeaaes for 7 Partner departments and enabled a common Service Desk to be the Single Point of Contact for all IT related issue. Managed complete performance metrics reporting for all 7 departments.

Enabled the department to become one of the most ITIL Mature Departments in Government.