Abhishek Vashishta

• Helping customer to onboard in ServicenNow with minimal interruption
• Understanding business requirement and converting it to functional requirement specification
• Playing role of Functional Architect for ServieNow and Service Management practices
• Managing stakeholders for different projects to ensure smooth delivery
• Working on RFPs to provide end to end solution for customer organizations

• End to end transformation of ServiceNow modules eg
• Incident, change, Problem, Service Request & CMDB
• Performed the creation of functional requirement specifications and worked with ServiceNow technical teams to get this implemented
• Smooth transition of many customers for Service Management processes
• Transition services from incumbent to HCL eg
• Device refresh services, Device disposal services, Asset management accuracy services
• End user computing implementation eg
• Intune and windows hello for business
• Self Service provisioning services enablement using Autopilot
• Pre-Sales work for different projects for HAM, CMDB, Hub & Spoke and Factory services.

• Delivering assistance along with leadership & strategic guidance for the integrated ITSM processes & tools solutions
• Administering the RFP/RFI response and proactive proposals for customers and assist the sales teams on the CFS solution offerings and use cases
• Engaged in key initiatives in the practice which include creation of reusable artifacts like technical papers, capability documents, case studies and other collaterals
• Directing in various stages of the pursuits such as customer visits, due diligence, solution defense workshops, yellow pad sessions
• Creating roadmaps for IT support, purchases and budget controls to reduce overall operational costs of resources, applications as well as create an alignment between business / technology plans
• Ensuring that IT systems, applications, and communication equipment within the organization are managed and maintained in accordance with documented processes, procedures, guidelines, and instructions
• Developing strategy, direction, and governance processes utilizing ITIL practices; ensuring Service Level Agreement (SLA) adherence, established a 24X7x365 handover mechanism, mandatory escalation metric and delivery support based on ITIL methodologies
• Generating BOM, estimates, transition & transformation roadmap, dependencies & assumptions, flag & logging the risks
• Tenure

• Established plans for a full-scale implementation of the ITIL / ITSM framework across customer organization and related suppliers engaged in Service Delivery
• Created end to end reports for cross supplier service review meetings
• Chaired E2E meetings with other suppliers
• Drive AS IS transition of Event Management, Incident Management and Service Request management by creating functional requirement specifications
• Tenure

• Administered different process incident, problem, change management; established ITIL/ITSM Process Flows and Policy procedure manuals for different Incident, Change and Problem management
• Engaged in designing ITSM recommendation plan, resourcing, process flows, review criteria, report design document, RACI metric, process policy document, and checklist
• Assisted during Service Delivery and safeguarded MOI Systems, methodologies and procedure are followed; worked in collaboration with Event Management Process Team for correcting Error Alert Mechanism
• Tenure

• Administered Service Desk / IT Change Management Operation / ITIL Process Consulting & Implementation in Airline & Airport System (IT Dept.)
• Engaged in documenting and implementing ITIL processes / procedure as per IT Systems repair and maintenance.
• Imparted ITIL training for IT Technicians and other relevant stakeholders; established ITIL process policies and procedure development and documentation as per banking environment
• Transformed KPIs for ITD (Infrastructure Technology Division), ITSM processes and formulated KPI report from HPSM ITIL tool and HPSM Report Server
• Steered ITIL Process Maturity Level with CMMI practice that includes absence, initiation and awareness, control, Integration, and optimization.
• Focused on planning, design, testing and maintenance of IT recovery plans for both sites.