Prachi Shukla

Background

About Prachi Shukla

With over 15 years of experience in the IT Service Management (ITSM) domain, I specialize in leading and optimizing key service functions including Problem Management, Change Management, Incident Management, and SIAM (Service Integration and Management). I have worked across global delivery models and multi-vendor ecosystems, consistently improving service quality, reducing incident recurrence, and enhancing customer satisfaction. Currently serving as a SIAM Problem Management Lead, I collaborate across multiple service providers to drive root cause analysis, implement preventative measures, and lead continual service improvement (CSI) initiatives. I bring a structured, data-driven approach to managing service stability and am passionate about enabling seamless service integration in complex IT landscapes. Throughout my career, I have partnered with cross-functional teams and stakeholders to align IT operations with business goals, ensuring strong governance, measurable outcomes, and operational resilience. Key Skills: • Problem & Incident Management • Change Management • SIAM Governance • ITIL Framework • Service Assurance & CSI • Stakeholder Engagement • Root Cause Analysis (RCA) I am always open to connecting with professionals who are passionate about ITSM excellence, service reliability, and operational transformation.