Preethi Prakash

Background

About Preethi Prakash

ITSM Consultant | Process Optimization Specialist | C-Suite Presenter | ServiceNow | Governance Expert As a IT Service Management Consultant with 15+ years of experience, I specialize in designing, implementing, and optimizing ITIL-based processes that enhance service delivery, boost efficiency, and align IT with business strategy. ITSM Process Design & Implementation Proven track record in crafting ITSM processes (Incident, Problem, Change, Request, Knowledge, Release Management) using industry best practices. Adept at tailoring process frameworks to client-specific environments using tools like ServiceNow, JIRA and BMC Remedy. Metrics & Performance Analysis Skilled in defining, managing, and analyzing KPIs, SLAs, OLAs, and CSFs to evaluate ITSM process maturity and performance. I deliver actionable insights that support data-driven decision-making and continual improvement. CSI – Continual Service Improvement A passionate CSI advocate, I identify process inefficiencies, analyze root causes, and define actionable service improvement plans. From increasing CSAT scores to reducing MTTR, I bring measurable gains through structured improvement cycles and ongoing optimization. Stakeholder Engagement & Collaboration Experienced in managing cross-functional teams across geographies and vendors. Adept at stakeholder communication, conflict resolution, and facilitating Service Reviews to maintain alignment and transparency. Governance, Risk & Compliance (GRC) Hands-on experience implementing ITSM governance frameworks, defining control points, and ensuring compliance with organizational policies. Strong understanding of ISO COBIT, and audit-readiness for IT operations. IT Service Transformation & Transition Led enterprise-wide ITSM transformation projects, including new service rollouts, cloud migrations, and multi-supplier integrations. Ensured minimal disruption while maximizing business value. Executive-Level Presentation Skills Renowned for crafting high-impact, visually compelling PowerPoint presentations that communicate complex IT strategies to senior leadership and C-suite stakeholders. My storytelling + visuals = executive clarity and buy-in. Tools & Technologies Proficient in ServiceNow, JIRA, Confluence, Microsoft Excel, Power BI, and Visio. Automation-focused mindset with the ability to streamline workflows and enhance user experience. Communication & Consulting Strong interpersonal, negotiation, and advisory skills. Able to articulate technical solutions in clear, business-aligned language to executives and cross-functional teams