Prabal

ITIL 4 & ServiceNow Administrator Trainer in Kolkata

ServiceNow Certified System Administrator
ITIL 4 Foundation

Location: Kolkata, India
Trainer Since: June, 2015

Trainer profile

ITIL 4 and ServiceNow Administrator Trainer in Kolkata

About Prabal

Prabal is a freelance ITSM trainer and consultant with 18 years of experience in IT Service Management Training, Consulting, Process Re-engineering, Transition Management, Quality, Compliance, and IT Security Management. He has expertise in offerings such as IT Strategy, IT Service Management, IT Governance, IT Operational Excellence, and IT Security, based on ITIL 2011 and ISO/IEC 20000:2011. He has consulted multiple clients on the functional designing of ITSM tools like ServiceNow, BMC Remedy, BMC Smart IT, Microsoft Service Manager, and Novell Service Desk.

Prabal has also trained several professionals on ITIL, ServiceNow, ISO 20000, Service Now Certified System Administrator, Certified ITIL 2011 Expert, and Certified ISO 27001 Lead Auditor. He is a result-oriented professional with a wealth of knowledge and experience in IT Service Management.

Prabal is a Corporate Trainer For

ServiceNow Certified System Administrator

Training Since:August, 2020

ITIL 4 Foundation

Training Since:June, 2015

Work Experience

ITSM Consultant
Computer and Information Technology (IT) · October, 2016 - August, 2017
Roles & Responsibilities
- End-to-end gap analysis on the current state documentation and practices being followed in the organization
- Conducted audits on the service management tool being used by the organization (Microsoft Service Manager)
- Presented a maturity report to depict the current state and list action items to close all identified gaps
- Planned and created a visual roadmap for ISO 20000 certification
- Provided ITIL-based ISO/IEC 20000:2011 consulting solutions to other country governments
- Documentation of future state processes and procedures for selected processes
- Demonstrated future state through pilot implementation of selected processes on Microsoft Service Manager too
ITSM Consultant
Computer and Information Technology (IT) · September, 2017 - December, 2019
Roles & Responsibilities
- Planned the project roadmap based on the agreed scope and go-live dates
- Understood the client’s As-Is IT Service Management System and benchmark against best practices
- Development and documentation of the To-Be ITSM processes (like Incident, Problem, Change, Service Request, Knowledge, Asset, Configuration, etc.) and obtaining client sign-off
- Developed functional requirements of the post-transformation ITSM tool (like ServiceNow, Remedy, etc.) in concurrence with the client
- Coordinated with the tools team to get the ITSM tool customized and configured as per the designed FRS
- Performed end-to-end testing of the tool to ensure 100% process adherence
- Provided process and tools training to the BAU teams to make them ready for go-live
- Ensured successful UAT, go-live, and early life support
ITSM Consultant
Computer and Information Technology (IT) · June, 2015 - September, 2016
Roles & Responsibilities
- Created awareness of the business priorities, objectives, and business drivers
- Created awareness of the role IT plays in enabling business objectives to be met
- The ability to use, understand and interpret the best practice, policies, and procedures to ensure adherence
- Escalating incidents/service requests that they cannot resolve within agreed timescales
- Established and maintained a constructive relationship between the service provider and the customer based on understanding the customer and their business drivers
Change Manager
Computer and Information Technology (IT) · January, 2013 - June, 2015
Roles & Responsibilities
- Ensured process adherence for Change Management, Problem Management, Major Incident Management, and Compliance Management for 20+ accounts
- Planned and executed changes in agreement with senior managers based on client requirements
- Chaired CAB (Change Advisory Board) meetings to sign off/reject proposed changes based on business, financial, and technical requirements
- Performed post-implementation review for all changes implemented and prepared reports on successful or failed implementations