Holly Daly Email & Phone Number

Tempe, Arizona, Us

- Develop and implement IT Service Management practices, policies, and procedures that align with ITIL and IT Service Management Governance.- Develop and implement IT governance practices, policies, and procedures.- Continuously evaluate existing processes and identify areas for improvement. - Lead initiatives to enhance efficiency, effectiveness, transparency, and quality of IT services.- Establish and monitor service level agreements (SLAs) and key performance indicators (KPIs).- Oversee the incident management practice to minimize business impact and ensure timely resolution of issues.- Lead the problem management practice to identify, understand, and address the root cause of incidents.- Generate reports on IT service performance, including SLA compliance, incident trends, problem resolution, change success rates, and overall IT performance. Present reports to stakeholders.- Drive the continuous improvement practice within the ITSM program, following ITIL 4 principles. - Proactively identify areas for enhancement, gather feedback, analyze data, and implement process improvements.- Lead the change management practice, ensuring that changes are properly assessed, planned, approved, and communicated to minimize disruptions to the organization and clients.- Oversee the development and maintenance of a configuration management system to track and control IT assets and configurations, ensuring accurate and up-to-date information is available.- Support the IT and Data Governance Board by coordinating meetings, preparing meeting agendas and minutes, intaking proposals, managing standards, and tracking action items and decisions.- Collaborate with managed service provider(s) (MSPs) to ensure alignment of ITSM practices and processes with their service delivery model.- Perform all assigned duties in compliance with internal SOPs and external regulations.

• Plans, designs, documents, and implements ITSM processes, workflows, and instructions to meet current and future state business requirements.• Direct and guide project managers, subject matter experts, and stakeholders on the design and implementation of processes and tooling as it relates to IT Best Practices.• Ensuring Roles and responsibilities, ITSM toolset functionality, and capabilities are documented and understood by IT and business partners. This includes the creation of training material, Policy, and Procedural documentation.• Approve all procedures and changes to documentation and work instructions for the respective processes, Major Incident, Incident, IT Change and Problem Management.• Leverages knowledge and hands-on experience to identify and champion recommendations for improvements opportunities for each process area.• Monitors processes throughout the ITSM process life cycle; validates adherence to process requirements and measurement activities; leads quality assurance activities related to deliverables.• Ensures compliance with process-specific standards and policies.• Facilitate presentations on ITSM tool and process flows.• Responsible for metrics, critical success factors and KPIs performance reports• Leads analysis, evaluation, and assessment of process performance measurements.• Provide proposed solutions and level of effort estimates to meet customers’ requests/requirements• Initiate regular ITSM collaboration sessions with Process Managers and Business leaders on the identification and delivery of continual improvements of the process area (people, process, technology).• Acting as liaison to IT teams to promote value and benefits of the process.• Define the plans for Continual Service improvement to expand the efficiency of IT. • Produce and manage Executive level reporting around Performance and Metrics as it relates to IT. • Build IT Processes around Audit expectations for a well refined IT Environment.

Chicago, Illinois, Us

• Defines and drives the overall design of the performance analytics of Incident Management, IT Change management and Problem Management processes by designing/selecting appropriate Critical Success Factors (CSF), Key Performance Indicators (KPI) and other key metrics.• Measures support team and organizational compliance against CSF and KPIs while identifying opportunities for improvement and suggested improvement action(s) where applicable.• Report KPI and CSF metrics to executive level stakeholders. • Determines the impact on standard procedures and recommends changes to assure that they support the process and its underlying value to the business. • Communicates all changes to process and procedure to affected business units and works to minimize impact in effective ways.• Directs the operational Enterprise Systems Management functions which includes service reviews, active investigations, and the completion of investigations identifying root cause.• Approves recommended changes to the Service Management tool in support of the ITSM Processes.• ServiceNow / BMC Remedy ITSM Global Governance and Process Owner.• Executive Governance Communication & Awareness Liaison• Accountable for Managing Value & Benefits• Drive Standards, Best Practices & Adoption• Ensure proper policies and guidelines effectiveness.• Define & Monitor & Report on KPIs/Metrics• Accountable for Continuous Improvement Plan• Identify support requirements to guide the identification of customer impacting events and service level agreements so they are in line with organizational standards.• Translate agreed service level agreements to Service Availability of TU’s top tiered customers and the impending impact of events.• Analyze performance metrics for TU’s top tiered customers. Gather, define, and communicate on Customer Service Availability.• Build and refine IT Process around Incident, Problem, Change, Service Level Management, and Configuration Management.

• Responsible for managing problem trends and proactively taking actions to identify problems and remove errors for a department or business unit.• ITIL Training Consultant - Conduct ITIL Problem Management training to Capital One IT divisions• Produces Problem Management reports and management information.• Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis)• Prevents the replication of Problems across multiple systems.• Reviews the efficiency and effectiveness of the Problem control process.• Coordinates postmortem meetings to resolve critical problems.• Maintains inventory of problems under analysis and their current progress and status• Follows up issues and progress with problem owners where necessary.• Identifies resources needed to resolve problems.• Assigns the Problem Owner• Monitors the effectiveness of error control and makes recommendations for improvements.• Develops and maintains Problem and error control systems.• Reviews the efficiency and effectiveness of proactive Problem Management activities- Manages the Event space for Problem Management.

Northbrook, Il, Us

• ITIL IPSR Practitioner• Availability Management• Project Management• Website development• Process Modeling/Improvement• Analyzing and defining current state process work for improvement• Incident/Problem Management process improvement and development