IT Service Improvement Expert

My independent consulting service organization helping IT leadership teams tailor proven strategies for using progressive tools like ServiceNow to drive an ITSM transformation, optimizing IT as an agile partner innovating business processes at the speed DevOps offers.

Recruited by ITD to manage a comprehensive ITSM transformation. Tailored a 4 phase strategy spanning 5 years, focused on maturing and tightly integrating the prerequisite Operations and Transition ITIL processes 1st (Incident, Problem, Change, Release, Knowledge, Asset & Configuration Management) followed by with a key Design phase processes and Strategy phase processes. The keys to success for this program:1. Establishing a motivated Process Owner team, training them in the critical process integrations and change sponsorship skills required to lead the transformation in Phase 2-42. Establishing a Guiding Coalition of IT and Business leaders. Using proven effective multi-day Vision and Sponsorship Workshops to facilitate this team in aligning on a compelling vision for the future state relationship between IT and all business units. These Vision and Sponsorship workshops included effective training for executives in org. change sponsorship skills, a prerequisite for a successful transformation in IT values and rewards culture.3. A focus on transforming IT from a crisis-based, heroic effort-rewarded, non-collaborative and component management focused culture and values, into a true business process innovation focused, collaborative partner with business units, leveraging DevOps, Virtual and Hybrid Cloud infrastructures managed by lean/automated ITSM processes to quickly achieve the agility to respond to the rapid pace of evolving technology capabilities to optimize transportation services to constituents

Successfully designed and implemented progressive IT transformation solutions evolving lean and agile IT services supporting nimble and innovative cloud-based business strategies in huge, progressive companies including Technology, Cloud Vendor, Health Care, Retail, Insurance and Government organizations.

Independent ITSM Consultant:Successfully facilitated the design of ServiceNow consulting services for local technology consulting firms Facilitated the design of a comprehensive approach to ServiceNow consulting services.

Secret Security Clearance Defense Contractor, supporting the US Army NetCom organization in adopting industry best practices for a Remedy redesign and a Service Desk consolidation. Successfully influenced strategic-level NetCom leadership to focus on a complete redesign of core service support and delivery processes, taking advantage of a planned Remedy redesign to embed future focused processes to support the planned consolidation of NetCom Service Desks.Through workshops and presentations we successfully embedded a core team of Process Owners with deep understanding of critical ITIL process integration requirements, to drive the Remedy redesign based on industry best practices, rather than trying to update the Army's existing immature processes in Remedy.

Independent Consulting Firm offering:1. Realistic and practical approaches to leveraging IT Service Management best practices2. Gov., Public, DoD integration of ITIL practices. Mapping ITIL to DoDAF and the Net Centric paradigm3. Contract ITIL Training Resources with extensive real-world experience and practical examples Current focus is assisting Government Contractors to integrate ITIL best practice guidance into the services they deliver. 4. Assisting Defense Contractors, Fed. and State Gov.Agencies to meet the looming potential for required ISO20000 certificating, via realistic, phased incorporation of ITIL and ITSM principals into current practices

Responsible to the CIO leadership team for tailoring IT Service Management best practice to the unique business, technology and corporate culture requirements, to ensure IT efficiency, effectiveness and compliance.Successfully achieved a 4%/mo improvement in KPIs for Change, Release and Problem Mgmt processes in less than 6 mo.

Delivered ITIL Consulting, ITIL certification training and ITSM strategic planning education services to Fortune 500 companies in N. America

Contracted to provide ITIL expert-level guidance to the State of New York's IT service improvement initiative.Helped tailor ITIL processes to NY's technology org's unique strengths and constraints.

Progressive IT Leadership positions culminating in a Leadership role on a CIO selected, board sponsored project to design and implement a tailored IT Service Management process framework for a 4 state affiliation/merger of health insurance plans.