Manda Grugan

Manager, Service Management Servicenow Platform Owner @The Scotts Miracle-Gro Company

Marysville, OH, US

I lead the Service Management team in developing, implementing and governing ITIL Service Management practices. These include Incident Management, Service Request Management, Change Enablement, Knowledge Management, Configuration Management, IT Asset Management and Problem Management, among other practices. I own the ServiceNow platform and that encompasses overall administration and development, as well as the implementation of enhancements, integrations and upgrades. I am also responsible for the platform roadmap to align with strategic initiatives and determine the highest value-add for user experience and business needs.I also ensure that all service level agreements for Information Technology Services across the organization are defined and delivered according to specifications. Additionally, I am responsible for the IT Service Desk. This consists of evaluating their activities and documented resolutions, identifying problem areas and devising and delivering solutions to enhance quality of service and to prevent future problems. I continually look to improve ITIL Service Management practices and identify opportunities to better leverage existing technologies to manage processes.