Gaurav Nirmal

Global IT Service Management and ServiceNow Executive with deep experience driving strategic oversight of enterprise IT operations, process governance, and service transformation. Specialised in shaping and governing ITSM frameworks across Incident, Request, Knowledge, and Major Incident Management, delivering operational excellence, measurable risk reduction, and scalable service delivery. Highly experienced in platform modernisation, self-service adoption & automation, led transformation, ensuring business continuity and enterprise resilience.

Mastery in leading cross-regional teams and vendor ecosystems, leveraging analytical rigour, governance frameworks, and data-driven insights to optimise performance. Competent in Change, Problem & CMDB Management as supporting capabilities within broader service management leadership. Recognised for transforming complex IT environments into structured, high-performing & sustainable operations

Knowledge Management & Self-Service

• Steered enterprise Knowledge Management at Thomson Reuters & Epicor, governing

  60+ categories & 1,200 articles and 80+ knowledge bases & 8,000+ articles.

• Architected and deployed global Knowledge Portals, elevating findability, self-service adoption & content governance, standardized templates to enhance efficiency.
• Championed knowledge quality and governance, establishing feedback loops, health audits, and compliance reviews, increasing end-user satisfaction.

ITSM Strategy, Governance & Operational Excellence

• Orchestrated end-to-end ITSM strategy, optimizing global processes for Incident,

  Request, Change, Problem, CMDB, Knowledge, and Major Incident Management, fully aligned with ITIL v3 and SIAM principles.

• Engineered the Major Incident Criteria Framework, cutting Mean Time to Engage

  (MTTE) from ~148 hrs → ~70–80 hrs, enabling faster escalation and resource mobilization.

• Executed the CMDB Accuracy & Unlisted CI Reduction Program, reducing unlisted CI incidents by 45%, improving incident resolution accuracy and audit readiness.
• Drove RCA/CAPA cycles & Service Improvement Plans (10–12 annually).

• Championed ServiceNow optimization across modules: Incident, Service Request &

  Catalog, Knowledge, Change, CMDB, Problem, ITOM, and Discovery (Xanadu).

• Formulated a ServiceNow Development Process Catalog, standardizing workflows,

  enhancing request accuracy, and enabling seamless ITSM integration.

• Chaired Major Incident Governance reviews, vendor stand-ups, and ITSM forums,

  collaborating with stakeholders to align strategy, process improvements & priorities.

• B.Com | Bangalore University | 2006