Description
Responsible for deploying HP's Service Manager, web based four-tier service desk application integrating people process and technology. Automated service desk application to receive events from systems management infrastructure., facilitated and implemented "IT Mobilization for Service Management" support process workshops around incident, problem, service level management, asset, configuration and change management in the insurance industry - HP Service Manager, uCMDB. * Increased awareness of the core process teams involved in the foundation service support processes through examples and audience participation. * Established ITIL best practices for roles, process flows, metrics, future state, transition plan and key messages for change, configuration and asset management processes. * Facilitated the discovery of process relations with other service support process and documented the integration technology points. * Assured customer of IT performance and availability in the SAP operating environment by linking Service Level Agreements defined in the Service Desk to the IT infrastructure Service components. Identified Assets and Configuration Items to include in the CMDB by using Component Failure Analysis techniques across NNM discovered and warehoused network data. * Integrated HP service desk with e-mail enabling automated escalation of incidents on appropriate business impact. Created the service desk design and installed Open view Service Desk with Oracle in a highly resilient configuration. IMG DC * Using the HP Service Manager designed the asset and configuration database infrastructure for an Internet Service Provider that supported web services (streaming video) for the US open golf tournament. * Enhanced service support and delivery processes for incident release change and problem. * Documented support processes and trained Service Desk analysts on the use of the Service Manager.
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