David M. Colburn

*** *** *** * ● Edmonds WA ***** ● 206-***-****

ac6ll5@r.postjobfree.com ● https://www.linkedin.com/in/dmcolburn

Energized and Innovative IT Service Improvement Consultant

Thought leading integration of IT Service Management principals and industry lessons-learned in the design and management of agile IT services transformations supporting innovative business strategies.

Deep insight and proven savvy in helping IT leadership teams formulate strategies that mobilize IT staff in the design and implemention of ITSM tools to streamline and automate the core ITSM/ESM processes, the prerequisite for IT as a valued partner supporting innovative business process automation solutions.

Career Summary

Continually evolving 15+ year career in progressive ITSM transformation program leadership resulting in extensive intellectual property and comprehensive lessons-learned insight into effective IT transformation strategies:

●Accenture Cloud Architecture Service Excellence leadership team: Designing and managing ITSM transformation programs for progressive IT organizations leveraging virtual infrastructures, DevOps, public and private cloud services

●Pink Elephant: ITIL Consultant, ITIL Certification Trainer, ITIL V2 & v3 Expert Certifications

●Coldwater Creek, IT Service Manager: Service Desk and Change Mgmt. culture change transformation

●Defense Contractor, U.S. Army NetCom: Service Desk consolidation, Remedy CMDB redesign

●15 yrs. Regence Blue Cross – Blue Shield: Distributed Computing Operations Manager, enterprise ITSM Process Design – Implementation Team Lead

Accomplishments Summary

Career-long passion and proven success in facilitating creative, progressive and successful IT service improvement programs:

●Lead multiple (6) full lifecycle IT Service Management process improvement programs including visioning, strategy, program design, project management and continual improvement

●Innovated a rapid process improvement methodology for Accenture, successful in showing quantifiable improvements in key process indicators within 3 months

●Multiple successful ServiceNow®-based, fully integrated Change, Release, Incident, Problem, Knowledge and Asset & Configuration Mgmt. solution design-implementation projects

●Multiple successful Cloud migration IT transformations design – implementation programs: integrating, streamlining and automating ITSM processes supporting hybrid cloud environments

●Innovative DevOps implementation programs: Streamlining and automating core Service Design and Service Transition processes in support of continuous delivery release cycles

Skills Overview

IT Transformation Program Design/Management

Cloud Migration Strategies

ServiceNow® Program Management

Lean Process Improvement Facilitation

DevOps Process Integration-Improvement

Rapid ITSM Process Maturity Assessment

Agile ITSM Transformation Design/Improvement

Service Mgmt. Organizational Restructuring

Agile Scrum-based Process Design-Implementation

Service Strategy–Business IT Alignment

Automated Asset and Configuration Mgmt.

Service Portfolio Optimization

CMDB Redesign-Service Relationship Modeling

IT Culture and Rewards Transformation

Service Desk Incident, Problem, Knowledge Mgmt.

IT Governance-Compliance

SLA–OLA Contract Design-Implementation

Business Relationship Management

Agile-based Project Management

ITSM Tool Design-Migration

Cloud Vendor Management Process Improvement

IT Vision and Strategy Workshops

Rapid Process Design/Improvement Workshops

Remedy® Redesign-Implementation

Process, Procedure, Policy Documentation

ITIL Best Practice Training

Department Budget Management

Team Building-Leadership

Senior Consulting-Client Relationship Mgmt.

Visio Process Diagraming

Education and Certification

ITIL v3 Expert 7/2011

ITIL v2 Service Manager Certification 6/2005

ITIL v2 Service Manager In-Course Assessment (Trainer) 1/2006

ITIL v2 Foundation Certificate 2/2001

ITIL v2 Service Level Management Practitioner 2/2001

ITIL v2 Problem Management Practitioner 2/2002

ServiceNow® Administrator 5/2012

ServiceNow® Implementation Bootcamp 5/2012

Instructor ITIL Practitioner Support and Restore 7/2008

Instructor ITIL Practitioner Release and Control 7/2008

Bachelors of Science: Zoology/Pre-Med, University of Idaho 5/1978

Bachelors of Science: Nursing Administration, Washington State University 6/1981

Experience

Executive Consultant - CEO 8/2017 – Present

Agile-ITSM LLC Seattle, WA

Independent Contracting ESM Consulting. Specializing in providing IT leadership teams the detailed strategy and program management expertise to transform IT services, ensure the agility to support the pace of innovative business process improvements required for competitive advantage

IT Service Excellence Leadership Team 6/2013 – 8/2017

Accenture LLP Seattle, WA

Recruited by Accenture to manage multiple successful IT transformation programs, providing strategic, tactical and operational consulting guidance to IT leadership teams requiring urgent improvements to IT service levels. Managed successful DevOps and Cloud migration programs targeting improved IT agility supporting rapidly changing innovative business strategies

Senior ServiceNow® Consultant 12/2012 - 6/2013

Covestic Consulting Kirkland, WA

Designed a detailed portfolio of ServiceNow® consulting services that included all phases of a successful IT service improvement strategy, leveraging ServiceNow’s capabilities to streamline and automate ITIL processes, integrate Dev and Ops processes and support emerging trends in DevOps, virtual infrastructures and Cloud-based services

Dept. of Defense ITIL Specialist 5/2009 – 11/2012

NCI Systemshouse Inc. Ft. Huachuca, AZ

Recruited by the Defense Contractor to manage a critical service improvement transformation supporting the US Army’s NetCom operation, a huge and complex project to improve the vital communication network supporting all military branches. Provided strategic planning support for a massive Service Desk consolidation/transformation program, including a complete redesign of the existing Atrium® CMDB and IT Service Management process supported by NetCom’s Remedy® environment

Executive Consultant/President 2/2008 – 5/2009

IT Service Management Experts (ITSMe) Spokane, WA

Provided consulting leadership for full lifecycle strategic IT Service Management improvement program for the CIO of a Solar Energy manufacturing organization. Delivered a successful 3 phase strategy involving an accelerated maturity assessment, rapid process redesign workshops and a combined implementation and governance phase including redesigning the IT organization to support a mature Service Management governance function

Director IT Service Management 4/2006 – 2/2008

Coldwater Creek Sandpoint, ID

Recruited by Coldwater Creek to serve on the CIO’s leadership team as the service improvement strategy owner, accountable for a comprehensive transformation in IT’s service management capability. Successfully achieved quantifiable improvements in key Service Desk metrics in less than 3 mo., as well as reducing Change Related Incidents at more than 7% per month via a new Change Mgmt. process, tool and organization structure

Senior IT Service Management Consulting 11/2005 – 4/2006

CCN Inc. New York, NY

Recruited by CCN to manage a massive State of New York IT service improvement program involving 26 ITIL v3 processes. Successfully collaborated with multiple State of New York IT services departments to deliver a detailed strategy and tailored process design documentation to ensure process, policy and procedure integration across all departments and diverse department cultures

ITIL Service Manager / Independent Consultant 7/2005 – 11/2005

ITIL Professionals Assoc. Seattle WA

Independent contractor delivering a detailed strategy for a designing a mature IT Service Management Organization and IT process improvement transformation program for a local business owner.

Senior IT Service Management Process Consultant and Trainer 8/2004 - 07/2005

Pink Elephant Inc. Toronto, ON

Recruited by Pink Elephant, the leading ITIL consulting and ITIL training providers early in ITIL’s emergence in the U.S., to provide senior-level ITIL consulting and ITIL certification training. Successfully provided multiple full lifecycle ITIL implementation programs including strategic planning, process design, process implementation and the critical organizational dynamics - culture change facilitation guidance

Program Manager (Contractor/Microsoft) 2/2003 - 5/2003

Volt Redmond, WA

Recruited by Microsoft® to re-envision Microsoft’s MOF® (Microsoft’s version of ITIL best practices) to support large Windows Server® Data Centers. Re-drafted Windows Server® support documentation for all key MOF processes to align with realistically achievable process improvements

Process Analyst, ITSM Transformation Team Lead 6/1999 - 12/2002

The Regence Group Portland, OR

Selected by the new Regence CIO to co-lead a board-sponsored, multi-million dollar, 5-year Data Center Consolidation, Operations Process Redesign program. This was a successful, comprehensive IT Operations process and culture change involving new roles, new processes/procedures, a complete Remedy® redesign and CMDB data modeling project to ensure a service-based, process-centric and customer-focused Data Center Operations capability for a consolidation spanning 4 radically different Operations cultures across 4 States

Progressive IT Leadership Roles 3/1989 - 6/1999

The Regence Group Lewiston, Id./Portland, OR

Successful 10-year career accountable for all aspects of Regence Blue Shield of Idaho’s Distributed Computing environment. This included installing and operating a new LAN, a new WAN, evolving a successful Service Desk from the ground up, managing budget and approving all equipment purchases, asset distribution and maintenance as well as ensuring mature Operations and Security policy, process and procedures for Servers, Desktop and all core distributed software/applications

Recent Accenture Consulting Leadership Experience

Progressive HR SaaS Provider:

Rapid growth and acquisitions outpaced their ability to manage capacity and availability thus declining service levels and CuSat. A 3-phase strategy was designed and implemented using Lean project management principals to quickly streamline, automate and integrate ITSM processes. Daily service improvement scrum meetings, rapid process redesign workshops, total CMD redesign, a new Service Mgmt. Organization structure, and DevOps process integration with streamlined and automated Design and Transition Phase processes combined to achieve quantifiable improvements in service availability, at-risk service levels and CuSat within 3 months

Rapid Growth National Health Services Provider:

Requirements for uninterrupted availability for clinical and pharmacy services demanded a comprehensive transformation in Operations and Service Desk processes. accelerated process maturity assessment and a successful. tailored rapid process maturity improvement project achieved quantifiable service improvements and a highly successful proactive monitoring, auto-restoration capable true service-based Event Mgmt. capability

Progressive Global Software Retail:

A new Infrastructure V.P required immediate and comprehensive Operations improvements to support the more mature Development organization’s DevOps program. Accelerated ITSM process maturity assessments provided the focus for a comprehensive infrastructure process improvement strategy. A new ServiceNow® implementation supported the integration and automation of Ops and Dev processes. A restructured Infrastructure Service Management Organization achieved effective continuous service improvement governance

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