Shivani Pal
ITSM Analyst/Consultant @TCS | ServiceNow | Internal Audit | Service Management || Ex-HCL
- Role
- Itsm Consultant at Tata Consultancy Services
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Shivani Pal
IT Service Management professional with 9 years of experience in Service Desk operations,…
Experience
Itsm Consultant
Sep 2024 — Present
Service Management & Operations• Designed and built ServiceNow dashboards and reports based on stakeholder requirements, ensuring real-time visibility into incident and request updates.• Led daily operational calls with technical teams to track and drive resolution of ageing tickets, improving SLA compliance and service efficiency.• Conducted internal incident audits to ensure adherence to ITIL processes and identify areas for improvement.• Performed detailed incident and service request analysis to identify recurring issues, root causes, and areas for automation or process optimization.• Developed and presented monthly/weekly performance reports using PowerPoint, covering multiple service streams for senior management review.
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