Digital Transformation Leader, CIO Advisor, Service Management Executive/Resilience/ITAM Consultant

• Jan 2016 - Present

Leading organizations through Service Management, Asset Management, Experience Management and Business Continuity transformations. We are the leaders in the Service Management arena, helping organizations deliver better IT outcomes.Visit: www.servicemanagement.usSpecialties: Leading & Turning around ServiceNow implementations Service Management Program Management  Digital Transformation CIO (Chief Information Officer) and Executive Leadership Advisory Enterprise Technology Asset Management Business Continuity and Disaster Recovery CXO/XLA/XMO Experience leader Executive ITSM Program Leadership IT Service Delivery ITIL 4 Assessments Service Management, Asset Management, and Business Continuity Assessments Software Asset Management Turning data into decisions Incorporating Analytics/OKRs for measuring performance, health, and compliance Remediating CMDB Transitioning to ITIL 4 Maturing Service Management programs Process Design Process Maturity Drive cost savingsMost engagements include the following:• Service Management Program Management• Reducing IT spend, enabling IT organizations to spend more on innovation• Leading or cleaning up poorly-implemented ITSM Platforms, e.g., ServiceNow• Getting ITSM and ITIL projects back on track; under budget and on time• Digital Transformation, leading change• Driving efficiencies as a trusted advisor• Assess, plan, architect & drive Digital Transformation• ITSM initiatives which include People, Process, and Technology• ITSM Process design, re-design, or re-engineering to provide solutions• Using ITSM toolset expertise to meet clients’ requirements, merging requirements of process & tool improvements.• Business Continuity Experience with the following tools:o ServiceNow (Named to Product Advisory Council- Asset Management in 2019)o Flexera SAMo BMC Remedy including Smart IT Reportingo BMC HelixHosts the Service Management Leadership Podcast & Global ITAM Summit.

Adjunct Professor

• Jun 2021 - Present

Director, Service Transition and ITSM Enablement, Enterprise Service Management Organization

• Oct 2018 - Jan 2020

Led internal IT teams - in the US and globally - in the Enterprise Service Management organization through transformation. The focus was on improving standard processes and instituting a best practice mindset. Teams include: Service Asset & Configuration Management (SACM) - This includes a major effort to remediate the CMDB and establish an ongoing process for health, governance, and sustainability. Metrics and training were a focus. Software and Hardware Asset Management teams included in this group.Change Management - Moved to a best-practice approach with a federated model, metrics, training, and defined roles and responsibilities (RACI).Knowledge Management - Three main efforts: publish (and improve articles) in ServiceNow, rationalize the knowledge platforms and processes, and aligned with the organization's strategic initiatives.Process Design - Designed new ITSM processes and improved current ones. Also, helped other parts of the organization design day-to-day processes.

ITIL Change Management & Configuration Management

• Aug 2010 - Oct 2018

High performance in a variety of roles. Success in each role had the following in common: Consistently exceeds increasingly challenging performance objectives; Consistently delivers high-quality results on all types of projects and programs; Works well with all types of people and with cross-functional teams in all levels of people inside and outside the organization; Volunteers for bigger assignments and difficult projects; Works well with all levels of people inside and outside the organization; Relied upon to get results despite problems and challenges; Self-motivated, requiring little direction; and Always looking to learn new skills and abilities. Successful in out-sourced, multi-sourced, highly-complex environment. Advocate for use of metrics to evaluate performance. Embracing and providing a high level of customer service.ITIL v.3 (2011) ExpertSuccessful in several roles inside a multi-sourced, highly complex environment.Currently working to mature Change Management, Configuration Management, and IT Asset Management (ITAM)/Software Asset Management (SAM). High proficiency in BMC Remedy (tool + Smart Reporting)Moderate proficiency Service NowExperience as Sarbanes-Oxley (SOX) Control Owner. Active in using metrics to identify and implement areas of Continual Service Improvement throughout the ITSM processes. Strong in the development and interpretation of Critical Success Factors, Key Performance Indicators, and other metrics for the Service Management processes. Tasked by executive leadership to lead three initiatives:o Establish enterprise-wide Business Continuity Program. Established Best Practice documentation. o Led Data Center initiative to identify, analyze and present potential solutions to senior and executive leadership. o In one year as the partial-time IT Vendor Manager, saved $700,000. Expert in software licensing, negotiation and decision-making. Strong knowledge of Cloud environments (SaaS, IaaS, & PaaS).

Chief Information Officer, Co-Founder

• May 1994 - May 2010

Led the internal and client technology solution strategy, design, implementation, and operation. Performed Service Delivery Executive role for largest and most strategic clients, communicating with stakeholders, providing solutions, working through escalations, and high value placed on the customer relationship. Priority on customer experience, retention, and satisfaction. Led cross-functional teams to provide outsourced technology services to Fortune 100 clientele. Most of the clients were either large financial institution or quick-serve restaurants. Developed performance-based metrics to best support clients. Responsible for the successful servicing of more than 500 client locations, scattered throughout the country. Led up to 30 direct reports of varying responsibility levels, located across several states. These roles included a full Service Desk, technical leads, sales, and operations. Active identifying, mentoring, and coaching talent through the management ranks. Led several projects each year to best serve the needs of the customer base. Had EVERY project go under budget and hit deadlines, all with high level of customer satisfaction. This included all aspects of Service Delivery, performance metrics, customer requests, escalated discussions, and the identification, design and implementation of new services. Role included negotiations of cost, SOWs, SLAs, deliverables, & timelines. Full P&L responsibility.Led development of new service product offerings to increase footprint within Fortune 100 client base. Was one Fortune 100 client's "Vendor of the Year" two consecutive years. Developed and managed corporate processes to improve efficiency and productivity of operations in order to best fulfill the needs of the client base and exceed agreed-upon SLAs. Developed continuous improvement metrics to evaluate and address the methods in order to improve productivity and reduce cost