Vinay Agrawal

About Vinay Agrawal

Wide Experience of Program Management across most IT Service Management Processes, Service integration & Management and Tools Consulting with core competency in Process Assessment, Process Improvement and Definition & Design of core ITSM Processes including Incident Management, Major Incident Management, Problem Management, Change Management, Service Request Fulfillment, Knowledge Management, Hardware Asset Management, Software Asset Management, and Continual Service Improvement processes. Recent experiences include the program management & functional consulting in the end-to-end ITSM process and ServiceNow implementations involving the overall program management, coordination with different project teams for integrations and implementations, facilitate the organizational change management & training and executive reporting.Recent experience includes being a Training Consultant where I provide ServiceNow tool training to employees, agents, technical people. I create Guided Tours in ServiceNow for HR, Finance, ITSM, KCS modules. Develop these guided tours in DEV instance, move them to TEST for testing purpose, and then, finally, deploy them in Training instance for users. Apart from guided tours, creation of training videos, and updation of learning content and quizzes based on learning content on learning portal for users also are a part of my role.Strong experience of defining, designing, setting up different ITIL processes. Perform fit-gap analysis and provide best possible solutions to client. Conduct training and awareness sessions for Service Desk and other support groups on a regular basis. Client interaction.Have also performed multiple roles including Change Coordinator, Change Manager, Incident Manager, Major Incident Manager, Problem Manager. Worked for international clients and had a front end communication with clients and customers.

Experience

1. Itsm Consultant

   Infosys

   Feb 2021 — Present · Pune, IN

   Working as ITSM Process Consultant- Working on Hardware Asset Management and Software Asset Management processes- Prepare process documents, walk client through them, and make changes as per the feedback from the client- In direct communication with client to understand their requirements.

Education

• Institute of Technology and Management, Gwalior

  Bachelor of Engineering (B.E.), Electronics and Communication

  2010 — 2014