• CIOs need to respond to the current focus from the business on providing cost transparency of their IT services, thereby requiring activity based costing approaches to chargeback
  • Recent CEO surveys on IT priorities listed improved service delivery as a high priority
  • Many CIOs are challenged to assess outsourcing IT services as a way to reduce cost and improve service delivery.​  Establishing an internal service oriented model is a way to provide a reasonable alternative to External Service Providers especially in situations where security and ownership of IT assets are important, such as in the highly regulated financial segment 

  • In partnership with Bridgeview Partners:
          - Developed improvements to the Demand Management process as part of a program deployment of ITIL processes and ServiceNow mentioned previously.
          - Established a framework and process for Service Catalog Management as part of the same program deployment of ITIL processes and ServiceNow mentioned above.

  • Developed a governance framework for the deployment and sustainment of a ServiceNow platform to assure value achieved in support of an IT Service Management program.
  • Established a Software Asset Management process and ServiceNow deployment to address issues with software use compliance.  
  • Lead the development and deployment of a process architecture framework and model based on ITIL in an Infrastructure & Operations (I&O) organization.

  • Lead the deployment of Incident, Problem, Change, Asset, Service Level and Service Request Management processes as part of the initiative noted above.

  • Lead the design and pilot deployment of a Configuration Management process and CMDB.  As part of an IT operations outsourcing transition, the provider adopted and deployed the solution.

  • Initiated a Business Process Management (BPM) function within an I&O organization that delivered significant process improvements.  Achievements included a 50% improvement in IT onboarding and 38% improvement in data center provisioning cycle times.

ITSM- IT service Management

  • Established a service and process management discipline as part of a consolidation initiatives of infrastructure & operations functions.  Results improved operational effectiveness through a decrease in the number of incidents and reductions in response and resolution times for systems outages.

  • Developed over 50 service service consumption and performance metrics that created transparency on business unit use of infrastructure services.


Business issues/Drivers

Industry Experience


Manage a program to develop, initiate and deploy IT operational processes to increase the effectiveness of IT service delivery and reduce the risk of technology disruptions to business product development, distribution and business operations.

  • ​​IT research has proven process improvement as a key to improving IT maturity, optimizing IT operations and improving service delivery.  This is critical today as technology services are more embedded in key business product development and distribution and is critical to running business operations.

Establish a service orientation and framework for IT similar to External Service Provider (ESP) models that Include development of a service catalog, service level agreements and deployment of consumption-based chargeback

Results that make a difference