Vicky Swami

Background

About Vicky Swami

Responsible to gather requirements and write/document and maintain ITSM process documents library/repository including complimentary processes/SOPs in a client-consulting environments including: Incident, Problem, Change, Service Request, Configuration, Asset and Knowledge Management Responsible to maintain detailed documentation and assist in further improvements of the best practice ITSM processes thereby achieving desired customer satisfaction and business value. Good understanding of ITIL concepts (Service Operation and Service Transition) and applying them in real life business scenarios. Good understanding and hands-on experience of leading ITSM toolsets such as Service Now, HP Service Manager, Remedy etc Integrated all ITIL process with Service Now. Automated the process of tracking the Incident for Server utilization on Application Manager Tool. Automated all the process in App Manager to proactively capture the incidents before its occurrence. Experience of supporting Service Operation Team in driving process redesign, documenting and maintaining the library of process documents and help to implement them in ITSM platforms Transitioning from vendor provided BMC Remedy Solution to client supported Service Now instance Generating reports on Tableau for better visualization and presentation of the data. Based on customer requirement the reports are generated in Tableau. Manage weekly and monthly Incident, Change and Problem review meetings and provide data metrics to Leadership. Engaging different support teams and technical teams on Bridge Calls for quick resolution of critical and high priority incidents and coordinating with technical teams during service restoration. Configuration Management and CMDB maintenance - Verifying the configuration records against the infrastructure and to correct any exceptions. Maintain the integrity of the data in the CMDB and adhere to the end to end SACM processes and procedures. Performing configuration audits to verify and validate the contents of the CMDB correct any exceptions past and present. Periodic audits and data cleanse of CMDB Update incoming CIs as they are identified by RFCs and others that are not driven via Change process. Make sure all Service fulfilment/catalogue orders have representation as CI’s and underlying assets in the CMDB