Murray Hamilton

ITIl process design and implementation

Summary of ITSM leadership experience including senior management roles combined with ITSM process architecture and tool implementations.

· Incident/Problem/Change management process architect ( ServiceNow Service Now ) – Canada Life

· Private Cloud Service Description/CICD Process/Application Intake - GSIC

· Intake and Onboarding Process Guide/Service Description (Remedy) – GSIC

· ITIL Service Management RFP Development (Remedy) – Service Ontario

· End to End Service Monitoring / Event Management (Remedy) – Service Ontario

· ITIL Service Management Maturity Assessment (Remedy) – Service Ontario

· Incident/Problem Management Process implementation (Remedy) – Ministry of Government Services

· Enterprise Change Management Conceptual model (Remedy) – Ministry of Government Services

· Incident Management Process implementation (ServiceNow Service Now) – Ontario Power Authority

· Change Management Process implementation (ServiceNow Service Now) – Ontario Power Authority

· Major Incident Process implementation (Remedy) – Ontario Telemedicine Network

· Incident Management and Request Fulfillment – (ServiceNow Service Now) Children, Youth and Social Services

· Asset Management – (ServiceNow Service Now) Scotia Bank

*All the above process implementations involved business analysis of current maturity level, process guide development and approval, stakeholder negotiations, training collateral development, staff training and software tool development changes to support the process. Collateral can be provided upon request.

ITIL V4 foundation pink elephant