Provided executive ITIL v3 training and conducted business process reengineering JAD sessions for major ITIL processes
including Incident Management, Request Management (Service Catalog & Employee Self Service), Problem Management, Change
Management, Configuration & Asset Management and Knowledge Management. Developed ITIL reference models using the IDS Scheer
ARIS tool to generate functional requirements and use cases to drive ITSM and ALM integration, configuration and implementation
of Service-now and LANDesk tools.