Currently I act as Business Product Owner for Service-now applications in Service Now . Previously I worked in Novartis as technical manager for service-now business as well as IT process deployment and vendor manager . I am responsible for vendor and Supplier as well as management of internal developers to handle the delivery of ITSM project end to end. I am also involved in the strategic decision related to costing, vendor selection and tools selection and its due diligence. Previously I worked as IT Service Improvement Manager of the Infrastructure division in CEB, Now Gartner . In this role I managed the Service Management department wherein I was responsible for ISO/IEC 20000:1 audits and ITSM deployment of all 16 process areas of ISO/IEC 20000:1. I was also responsible for the design of HP Service Management Tool upgrade to support all ITSM processes, uCMDB and asset Manager. Before this role , I worked in ITSM Process Consulting area within HCL. In this role I managed multiple transition and transformation projects for multiple global clients in different tools such as HP SM, Service Now, Remedy, etc. I was also part of RFP(ITSM related) response to the pre sales team, ITSM audits and Service Improvement projects and ITSM trainings. I was responsible for the ITSM projects since the start going through every phase from strategy, planning, implementation and to the current execution. Before this assignment I have had several roles in ITSM Transition, delivery, operations and quality in established organizations such as Ericssion, CSC and Genpact. I have gained ITIL Expert , Service now system admin certification, ISO/IEC 20000:1 lead auditor, Six Sigma Green belt certification and have got exposure in PMP training course , HP SM Administration and its Process Designer Codeless part, Email Integration , ITSM product installation , Asset manager and UCMDB tool, Service Now architecture design handling in my total work experience of 12 years