Implementing IT tools is the constant factor during the first part of my career, and I have worked with tools like Microsoft SCOM, BMC Patrol, Service Desk Express, HP OV SD, HPSC, uCMDB …  This was followed by a strong focus on ServiceNow and my experiences here are in implementation, process design, process roll out, and Project Management.  Over the last years have worked as Business Analyst, and Incident Manager and learned that good tools alone are not enough for efficient IT Service Management. It is even more important to understand the business as well.