It Service Management

Senthil Renganathan

+60-12-254-**** / +60-10-458-****

********.******@*****.***

Page 1 of 5

CAREER OBJECTIVE

I am motivated to join a forward-thinking organization that values growth and innovation. With extensive experience in IT Service Management, I am poised to make a significant impact by fostering strong relationships with stakeholders and driving collaborative, results-oriented initiatives. I advocate for the adoption of industry-leading practices, such as ITIL frameworks, to enhance customer experiences continuously.

I seek a role that offers opportunities for professional development and personal growth, creating mutual benefits for both the organization and myself.

EDUCATION

Field of Study: Bachelor of Computer Science (Computer System) Name of Institution: University Technology Malaysia Year: August 1999– November 2003

Recognized professional qualifications in the following area. Professional Certificates

ITIL Foundation 4 - 2024

ISO 20000 Auditor Certified - 2012

ITIL Practitioner v3– Release Control Validation (Change and Release Management) – 2011

ITIL Practitioner v3 – Operational Services and Analyst (Incident and Problem Management) - 2010

ITIL Foundation v3 - 2008

Cooperate Training.

ITIL Practitioner v3 – Continual Service Improvement (CSI)

ISO 20000 Awareness Training

Kempner and Trego (KT)

Communication skills

Leadership and team building program

People Management Workshop

AREAS OF EXPERTISE/SKILL SETS

Change Management

Change Request Evaluation: Assess change requests for impact, risk, and alignment with business objectives to enable informed decision-making and facilitate risk mitigation and contingency planning.

CAB Meetings and Communication Facilitation: Host CAB meetings to collaboratively review and approve significant change requests, ensuring transparency and stakeholder engagement while monitoring implementation for adherence to approved plans.

Post-Implementation Reviews (PIR): Conduct reviews of failed change requests to evaluate effectiveness and identify issues, contributing to continuous improvement.

Change Management Process: Develop and maintain a structured change management process, including policies and guidelines, while identifying opportunities for improvement and providing training to IT staff. Problem Management

Root Cause Investigation: Conduct investigations to identify and address root causes, logging problems for better tracking and resolution.

Communication Facilitation: Promote collaboration and transparency by fostering communication between IT teams, stakeholders, and management about problem statuses.

Incident Analysis: Analyse incident data to identify patterns and conduct risk assessments for proactive measures.

Process Improvement: Identify process improvement opportunities and provide training on best practices to foster a culture of continuous improvement.

Senthil Renganathan

+60-12-254-**** / +60-10-458-****

********.******@*****.***

Page 2 of 5

Incident Management

Incident Response Leadership: Lead incident responses by allocating resources, ensuring team collaboration, and accurately logging and categorizing incidents based on severity and impact.

Monitoring and Communication: Monitor incidents, escalate high-impact issues, and serve as the main communication point for stakeholders, providing updates and facilitating root cause analysis.

Post-Incident Reviews: Conduct reviews to identify improvement areas and prepare reports on incidents and resolutions, collaborating with IT teams for cohesive service delivery.

Stakeholder Engagement and Process Improvement: Engage with stakeholders to assess needs, improve processes, and provide training on best practices in incident management. Continuous Service Improvement

Service Performance Analysis: Analyse service data and customer feedback to identify enhancement areas and develop a structured improvement framework aligned with organizational goals.

Prioritization and Project Coordination: Prioritize improvement opportunities based on impact and feasibility, lead projects for effective execution, and establish key performance indicators (KPIs).

Stakeholder Engagement and Communication: Communicate improvement initiatives with stakeholders, gather input, provide updates, and maintain documentation of best practices.

Collaboration with IT Service Management: Collaborate with IT service management process owners to ensure a holistic approach to service improvement and leverage insights for continuous enhancement. Audit ISO/IEC 20000

Gap Analysis: Evaluate the center's IT service management practices against ISO/IEC 20000 to identify improvement areas for certification.

Documentation Development: Create policies, procedures, and work instructions to outline IT service management processes and ensure compliance with ISO/IEC 20000.

Internal Audits: Plan and conduct audits to identify non-conformities and implement corrective actions.

Certification Audit Coordination: Facilitate communication between delivery teams and the external auditor during the certification audit.

Corrective Actions and Continuous Improvement: Work with delivery teams to implement corrective actions from audits, focusing on non-conformities and process enhancement. WORK EXPERIENCE

Sept 2012 – Present – Marsh and McLennan Companies Position – APAC Change Enablement Manager

My objective is to ensure the highest level of reliability in the production environment and effectively oversee the implementation of new IT infrastructure, IT network, hosted IT services, and software applications. This involves meticulous planning, clear communication, and seamless execution to minimize disruptions to the organization and maximize the benefits of the change. I am proficient in managing all phases of the change management process, with a particular focus on the following areas:

Develops and maintains a structured change enablement management process that aligns with organizational goals and objectives by utilizing industry best practices, such as the ITIL (Information Technology Infrastructure Library) framework. Establish guidelines, procedures, and documentation templates to ensure that changes are properly assessed, approved, and implemented.

Collaborate with IT teams, stakeholders, and business units to plan and coordinate changes. They assess the impact of proposed changes on IT systems, infrastructure, services and applications, and develop comprehensive change plans that include timelines, resource requirements, and risk mitigation strategies.

Chair, facilitate and manage the change advisory board (APAC CAB) meetings which are to review and approve proposed changes, ensuring adherence to change management policies and procedures. To address any questions or concerns between the business unit and technical team relating to risk and impact, business continuity, resources requirement and alignments and additional approvals.

Monitor and track the progress of change requests from end to end. Assess, validate and review of all Requests for Change (RFC) in a timely manner commensurate with their risk, impact, and priority. Analyse all submitted RFCs to ensure it’s completed with details of implementation and back-out plans, pre and post implementation plans, business unit, infrastructure and application approvals, resources, and capacity planning.

Assess the risks associated with proposed changes and develops strategies to mitigate those risks by working closely with Senthil Renganathan

+60-12-254-**** / +60-10-458-****

********.******@*****.***

Page 3 of 5

IT teams to identify potential issues, dependencies, and conflicts, and develop contingency plans to minimize disruption and ensure business continuity.

To conduct and coordinate minicab meetings for high risk and intricate changes to ensure business unit and technical team are aligned before the change to go ahead.

Prepare and document post-implementation reviews (PIRs) for failed changes, to identify any process flaws/gaps or process incompetent for the failed changes. Create and assigned action items to team or individual for process improvement or re-training if required.

Maintain documentation for new and existing process, including but not limited to work procedures, knowledge document and policy statement.

Contribute and participate in continuous improvement projects, evaluating and enhancing the change enablement process based on industry best practices and lessons learned. Identify opportunities to streamline processes, enhance communication, and increase the efficiency and effectiveness of change implementation.

Provide training and coaching to on board new joiners. Conduct change management refresh sessions time to time to ensure business and technical teams understand, practices and complies with change policy and standards. And, to ensure that individuals involved in the change process understand their roles and responsibilities and are equipped with the necessary knowledge and skills.

Projects:

Transition from the current CA Service Desk (CASD) system to the ServiceNow platform.

Collaborated with ServiceNow Team and Project Team with the planning and execution of transition the change module from CASD to ServiceNow (SNOW).

Requirements Gathering: Understanding the existing processes and workflows in CASD and identifying the specific functionalities and features needed in ServiceNow. Scheduled meetings and discussion with stakeholders from business, application team and infrastructure team in gathering information and requirements.

Configuration and Customization: Once the requirements are gathered, the Change Management module in ServiceNow needs to be configured and customized accordingly. This includes setting up the necessary fields, forms, workflows, and approval processes to align with the organization's change management policies and procedures.

Integration with Other Modules: Configuring these integrations to ensure seamless communication and data exchange between different modules.

Testing and Validation: Perform test scenarios to ensure that the module functions as expected and meets the organization's requirements.

User Training and Adoption: Provide training to users on how to use the Change Management module in ServiceNow. Educating users on the new processes, workflows, and features available in ServiceNow and helping them adapt to the new system.

CA Service Desk (CASD) Automation – In alignment with the company's automation initiatives, I was responsible for driving the automation of change management processes.

Automated the validation and review tasks for changes to ensure compliance with the change process and policy. This involved developing automated checks and validations to be executed when changes are submitted. If any non- compliance errors were detected, the automation would send an email to the requester, highlighting the areas that needed to be addressed. This streamlined the initial check process, allowing the change team to focus more on the details of the change itself. Additionally, this contributed to processing changes more efficiently and effectively.

Created an execution plan and workflow chart for the automation procedures. Collaborated with the automation team to develop automation scripts that would execute the necessary checks on every submitted change. This automation not only saved time for the change team but also reduced the volume of non-compliant changes. As a result, changes were processed in a timely manner, minimizing the risk of missing scheduled windows. By implementing this automation, we were able to enhance the change management process, improve compliance, and increase overall efficiency.

October 2011 – Sept 2012 – Computer Sciences Corp (CSC) Position – Problem Manager

As a Problem Manager, my primary responsibilities include minimizing the negative impact on the business caused by incidents and problems resulting from infrastructure faults or operational procedures. Additionally, I am tasked with proactively preventing the occurrence of incidents, problems, and errors. Furthermore, I advocate for the adoption of best practices from other ITIL Senthil Renganathan

+60-12-254-**** / +60-10-458-****

********.******@*****.***

Page 4 of 5

processes to customers, with the aim of reducing the volume of incidents. This may involve promoting improved change management or capacity management practices that can contribute to incident reduction. By fulfilling these responsibilities, I contribute to maintaining a stable and reliable IT environment, ensuring business continuity, and enhancing overall operational efficiency.

Accountabilities include:

Problem Prioritization and Categorization - Once problems are identified, I assess the impact and urgency to prioritize them accordingly. Classify and prioritize the Problems per the agreed criteria for the organization and manage their life cycle thru closure.

Problem Identification and Analysis - Own and manage the Root Cause Analysis (RCA) process for all Major Incidents, ensuring that analyses from the technical groups identify real root causes not just symptoms, and that all specified actions are progressed to the appropriate resolution.

Problem Resolution Planning - Collaborate with IT teams, subject matter experts (SME), and vendors to develop effective solutions and workarounds. Ensure that appropriate resources are allocated, and timelines are established to address problems within agreed-upon service level agreements (SLAs).

Trend Analysis and Reporting - Managed, drive and coordinate the pro-active trend analysis of Incidents, which identifies common causes and repetitive faults, and designate them as Problems. Also generate reports and metrics to communicate the status of problem resolution efforts, the effectiveness of implemented solutions, and recommendations for process improvements.

Knowledge Management: Ensure the technical groups document the known problems, their root causes, and the corresponding solutions or workarounds solutions to be included in the Service Desk Knowledge Base. Ensure this knowledge is easily accessible to IT teams and stakeholders, facilitating faster problem resolution and preventing recurring incidents.

Continuous Improvement - Continuously reviews and improves problem management processes and procedures based on lessons learned and industry best practices. They identify opportunities to enhance problem detection, analysis, and resolution, and collaborate with IT teams to implement improvements. Operational Task

Attendance at Daily Service Review update the stake holders the status of the problem records and highlight if any assistance is needed for the escalation to ensure RCAs are deliver within SLA.

Provide monthly and ad-hoc service reporting, per the requirements of the account(s) receiving the service, covering RCAs, Problems, Known Errors, and Problem Management KPIs.

Provide Service Introduction and training for existing and new support staff associated with Problem Management October 2010 – August 2011 - Hewlett Packard Global Center Position – Service Delivery Excellence Consultant

As an SDEX Consultant, I prioritize customer focus and recognize the significance of delivering a seamless end-to-end service. I am adept at representing the business in management-level meetings, ensuring that the customer's needs and expectations are effectively communicated and addressed. In addition, I provide valuable guidance and advice to the Delivery Team regarding Continuous Improvement Methodologies and tools that align with ITSM/ITIL processes. By leveraging these methodologies and tools, we can enhance service delivery, optimize processes, and drive continuous improvement. Accountabilities include:

Work with Delivery Team regards to the On-going SLA monitoring and improvement, provide trending reports proactively, identify class issues, find root causes and resolve service delivery problems accordingly. Identify areas for improvement for Delivery team and work accordingly.

Drive Quality initiatives within the Delivery team and support delivery teams during escalations and lead them as necessary

Initiate and chair the Regular SLA Performance reviews (SDR) and as well ticket assessment process to ensure the team complies with SLA conformance and defined processes.

Kick off Service Improvement Plans (SIPs) with the Delivery teams; drive them to closure by regular mentoring.

Review Customer Complaints and ensure Root-Cause analysis are done and preventive actions taken. Gather Customer feedback by conducting regular surveys and close loop with the ADMs or Customer contacts

Lead the achievement and maintenance of Industry Standard certifications for the centre as per the organization. plan Plan and execute internal assessments to drive quality improvements, process adherence and delivery team readiness to sustain achieved certifications.

Lead preparation work at centre level for internal and external audits to ensure success; engage resources, from Senthil Renganathan

+60-12-254-**** / +60-10-458-****

********.******@*****.***

Page 5 of 5

within the centre as well as external resources as required.

Drive to conclusion subsequent remediation plans to cover audit findings and regularly report progress Projects:

ISO/IEC 20000 certification for HP Global Center.

Worked as part of the ISO/IEC 20000 project team to implement ISO/IEC 20000 standards for the center. This involved driving the identification of process gaps within the delivery team and supporting functional units, and assisting in finalizing and preparing the final gap findings reports. Provided guidance and followed up with the delivery team and support functional units to ensure that the identified gaps were closed in conformance with the ISO/IEC 20000 standards.

Here is an overview of the tasks:

Gap Analysis: The first step is to conduct a thorough gap analysis to assess the current state of the center's IT service management practices against the requirements of the ISO/IEC 20000 standard. This analysis helps identify areas where the center needs to improve to meet the certification requirements.

Documentation Development: ISO/IEC 20000 certification requires the development of various documents, including policies, procedures, and work instructions. These documents outline the center's IT service management processes and demonstrate compliance with the standard. The work involves creating and documenting these processes and ensuring they align with the ISO/IEC 20000 requirements.

Internal Audits: Planning and conducting internal audits, identifying non-conformities, and implementing corrective actions to address any identified gaps or deficiencies.

Certification Audit: Coordinated between the delivery teams and the external auditor.

Corrective Actions and Continual Improvement: Based on the findings from the certification audit and internal audits, worked with the delivery teams to implement any necessary corrective actions to address non- conformities or areas for improvement.

Resolution Rate – The objective is to drive the center to achieve the global Key Performance Indicator (KPI) target of 97% for resolution rate.

This involves performing root cause analysis on the raw data monthly and providing the findings to the Delivery team. The purpose of this analysis is to gather feedback on the tickets that did not meet the resolution rate target.

Based on the feedback received, the next step is to implement solutions to increase the percentage of the KPI. This could involve identifying areas for improvement in the delivery process, addressing training needs, or making changes to the systems or tools used.

If there are any solution issues that cannot be resolved at the team level, they are escalated accordingly to higher-level management. This ensures that any unknown or complex issues are addressed and resolved effectively.

The overall goal is to continuously monitor and improve the resolution rate, working closely with the Delivery Manager and other stakeholders to achieve the desired KPI target and provide high-quality service to customers.

July 2008 – October 2010 – Hewlett Packard Global Center Position – Change and Problem Associate

(Further information will be provided if required) June 2007 – July 2008 - Shell Information Technology International Position – IT Service Delivery Consultant

(Further information will be provided if required) January 2006 – May 2007- Hewlett Packard Global Center Position – Senior Application Support Engineer

(Further information will be provided if required) June 2004 – January 2006- Hewlett Packard Global Center Position – Application Support Engineer/Database Administrator

(Further information will be provided if required)

Contact this candidate