Olufemi Adetimehin available

Olufemi Adetimehin

ServiceNow Implementation Consultant - ITSM ITIL Expert & ITIL 4 MP

available
Profileimage by Olufemi Adetimehin ServiceNow Implementation Consultant - ITSM ITIL Expert & ITIL 4 MP from richmond
  • 77407 richmond Freelancer in
  • Graduation: Higher Diploma
  • Hourly-/Daily rates: not provided
  • Languages: English (Native or Bilingual) | French (Elementary)
  • Last update: 17.08.2020
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SKILLS
PROFILE SUMMARY
An experienced ITSM Process Consultant, ITIL Expert, ServiceNow In-house trainer and IT Business Management SME with a strong Agile-Scrum experience in ServiceNow platform with focus on Service Catalog, Request Fulfillment, Incident, Problem, SLA, Change, Service Asset & Configuration, GRC, Knowledge Management, Service Portal, Survey and Escalation Management, ServiceNow mobile capabilities, Performance Analytics, Project & Portfolio Suite (PPS), Application Portfolio Management (APM) facilitating IT leaders visibility and control of their portfolios on a single, cloud-based platform to align IT outcomes to business goals for the true cost, quality, risk and performance of business applications and services. An extensive expertise in IT Service Management and ITIL best practices, processes, strategic technology planning, and developing cost effective solutions around processes to meet customer business requirements using agile and hybrid approach by leveraging cross functional group collaboration for effective process maintenance, improvements and IT service delivery; provide great IT service enrichment & user experience; provide IT service improvements continually by identifying and delivering on opportunities for efficiency and partner experience sharing standard best practices globally.
A strategic leader with extensive experience on MSP domains and ServiceNow Professional Services Portal, managing multiple clients’ domains and cross functional ITSM & HR teams across multiple regions. I have a strong Agile-Scrum experience in ServiceNow and Remedy tool with focus on guiding and supporting clients in their digital transformation journey to modernize their Service Management so they can operate faster, more accurately and be more scalable. I provide guidance, thought leadership, and support to IT executives and their organizations across all aspects of the ITSM spectrum focusing on process design, client stakeholder and process owner education, transforming business needs into best-practice system requirements, and working closely with development teams to deliver impactful solutions that create positive value-add for our clients. I assist clients in their agile cultural shift, to transition from manual ways of working to automation and more standardized way of delivering IT services to enhance customer satisfaction and facilitate great service enrichment, user experience and ensure IT leadership has visibility on IT spends. I guide clients to continually improve & re-dedicate their IT operations & service delivery by aligning their processes and services with ServiceNow best practice and other emerging practices including ITIL 4 framework. Drive value co-creation around ITSM framework across Service Strategy, Design, Transition, Operations, and CSI and experience operating within & driving the implementation of one or more phases of the ITSM framework. 

Achievements & Projects
  • Demo POC/POV on current ServiceNow product development/releases
  • Implementation of ServiceNow HRSD including HR Service Catalog & record producer, email notifications, HR Case forms, HR tasks, HR approvals, SLA, HR knowledge Base and portal etc.
  • Lead the workshops and manage requirements for ServiceNow “Back to Baseline” project
  • Integration between Flexera, Rivermine, Blazent, SmartTrack, LCM Asset Management, CompuCom & ServiceNow for Asset Management (Hardware & Software Assets with entitlements & licenses)
  • Integration between Oracle, Ariba and ServiceNow to drive data feed into ServiceNow Procurement
  • Integration between BluePrism and ServiceNow SAM
  • Migration from Aspera SmartTrack to ServiceNow SAM Pro to manage Software normalization, licensing cost & risks
  • Implemented ServiceNow PPM
  • Onboarding of EUC and non-EUC assets in ServiceNow AMDB
  • Definition of asset risk ranking, asset disposal process and end of life controls
  • Definition and adoption of Global Service Catalog Standards and aligning with Common Services Data Model (CSDM)
  • Migration & Integration of ServiceNow with Axios, AirWatch, HR PeopleSoft, Splunk, ScienceLogic, Jenkins, HPSM, Jules, Jira, Workday, CenterStone and Appworx.
  • Global harmonization of Service Catalogs & Service Portals across global regions
  • Adoption of Global Target Operating Model and deployment of ITSM Community
  • Implementation/migration of ServiceNow Knowledge Management process
  • Implementation of ITIL 4 Service Value Chain as ITSM Operating Model 
  • Upgrade of Remedy 7.6 to Remedy 9.1
    • Identified what is changing in each process & integrate them into adoption plan.
  • Service Management Office Setup: ITSM Implementation and adoption of best practices
  • Migration of ITSM workstreams from BMC Remedy, Blue Coat, SharePoint to ServiceNow with services such as Monitoring & datacenter services, Collaboration & end user support services e.g. Instant Messaging, Email services), PPM-Demand Intake, Change, Incident, Service Catalog, Request Management, CMDB for Enterprise Architecture, Infrastructure & Network Operations (NOC), SAP, Security, Service Delivery, Business Operations and Software Engineering groups.
  • Revamp and consolidation of Incident Management process
    • Transformation of manual incidents to incident automation to support intelligent routing
  • Transformed CMDB to maintain data accuracy, maturity, CI relationship mapping and CI reconciliation
    • Reduced alert caused by decommissioned devices by 30% in 4months
    • Reduced unauthorized changes by enforcing SOX compliance and drive automated approvals
  • Lead successful redesign of Service Catalog and consolidated over 4500 catalog items
  • Process automation of Employee Termination on ServiceNow from various applications
  • Implementation of world class service catalog for global enterprise and ServiceNow PPM
  • Integration of SAP Ariba with ServiceNow Service Catalog for software asset approval & end user software request provisioning.
PROJECT HISTORY
  • 01/2008 - 03/2020

  • ITSM Process Expert
  • Achievements & Projects
    • Demo POC/POV on current ServiceNow product development/releases
    • Implementation of ServiceNow HRSD including HR Service Catalog & record producer, email notifications, HR Case forms, HR tasks, HR approvals, SLA, HR knowledge Base and portal etc.
    • Lead the workshops and manage requirements for ServiceNow “Back to Baseline” project
    • Integration between Flexera, Rivermine, Blazent, SmartTrack, LCM Asset Management, CompuCom & ServiceNow for Asset Management (Hardware & Software Assets with entitlements & licenses)
    • Integration between Oracle, Ariba and ServiceNow to drive data feed into ServiceNow Procurement
    • Integration between BluePrism and ServiceNow SAM
    • Migration from Aspera SmartTrack to ServiceNow SAM Pro to manage Software normalization, licensing cost & risks
    • Implemented ServiceNow PPM
    • Onboarding of EUC and non-EUC assets in ServiceNow AMDB
    • Definition of asset risk ranking, asset disposal process and end of life controls
    • Definition and adoption of Global Service Catalog Standards and aligning with Common Services Data Model (CSDM)
    • Migration & Integration of ServiceNow with Axios, AirWatch, HR PeopleSoft, Splunk, ScienceLogic, Jenkins, HPSM, Jules, Jira, Workday, CenterStone and Appworx.
    • Global harmonization of Service Catalogs & Service Portals across global regions
    • Adoption of Global Target Operating Model and deployment of ITSM Community
    • Implementation/migration of ServiceNow Knowledge Management process
    • Implementation of ITIL 4 Service Value Chain as ITSM Operating Model 
    • Upgrade of Remedy 7.6 to Remedy 9.1
      • Identified what is changing in each process & integrate them into adoption plan.
    • Service Management Office Setup: ITSM Implementation and adoption of best practices
    • Migration of ITSM workstreams from BMC Remedy, Blue Coat, SharePoint to ServiceNow with services such as Monitoring & datacenter services, Collaboration & end user support services e.g. Instant Messaging, Email services), PPM-Demand Intake, Change, Incident, Service Catalog, Request Management, CMDB for Enterprise Architecture, Infrastructure & Network Operations (NOC), SAP, Security, Service Delivery, Business Operations and Software Engineering groups.
    • Revamp and consolidation of Incident Management process
      • Transformation of manual incidents to incident automation to support intelligent routing
    • Transformed CMDB to maintain data accuracy, maturity, CI relationship mapping and CI reconciliation
      • Reduced alert caused by decommissioned devices by 30% in 4months
      • Reduced unauthorized changes by enforcing SOX compliance and drive automated approvals
    • Lead successful redesign of Service Catalog and consolidated over 4500 catalog items
    • Process automation of Employee Termination on ServiceNow from various applications
    • Implementation of world class service catalog for global enterprise and ServiceNow PPM
    • Integration of SAP Ariba with ServiceNow Service Catalog for software asset approval & end user software request provisioning.

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