A leading global materials company, with over $4B in revenue, has recently completed the service provider selection process covering the following areas: IT Infrastructure & Operations (I&O), Information Security and SAP Application Management Services. A Global Service Provider has been awarded all four I&O towers covering Managed Service Provider, Managed Workplace Services, Managed Hosting Services and Managed Network Services. In preparation for a complete carve-out of these services, company has initiated a program to first establish a Service Desk and implement ServiceNow as the foundation for the future service delivery model. It was envisioned that other services would then be migrated to this platform throughout 2019. This effort was started by standing up a “lite” version of the Service Desk to support the implementation of the company’s Intranet.


  • Create a Support Model the adopts and adapts to the company’s culture and style
  • Ensure that ITSM tools were configured to provide agility and automation into the support lifecycle, with minimal to no customizations, while adhering to corporate and industry standards and compliance
  • Make certain that the Voice of the Customer was built into the support model by adopting new technologies, communication practices and multi-language requirements where possible
  • Consult and ensure the build out of the new ServiceNow platform to supports the business, not just IT


Lead, in conjunction with Build Transition Leads (BLTs), the full implementation of the Service Desk and ITSM

  • Lead the development of Service Management Support processes for short, medium and long-term end-user Support
  • Collaborated with company and service providers to stand up new modules within ServiceNow to support IT and business processes
  • Collaborate with Service Provider to develop an on-boarding program to incorporate company’s corporate culture into agent’s training
  • Identify & train IT regarding their ServiceNow roles (e.g., how will each role participate in the new Service model and how the ServiceNow application and any associated tools will be maintained)
  • Conduct ITSM Program Pilots and User Acceptance Testing (jointly with Service Provider and IT stakeholders)