Priyanka Gupta

Accomplished ITSM and SIAM Consulting Leader with 16+ years of experience leading enterprise service management transformation, ITIL consulting, governance, Service Integration and Management (SIAM), ServiceNow functional consulting, and digital transformation initiatives. Extensive experience partnering with executive leadership to design scalable operating models, improve service performance, establish governance frameworks, conduct ITSM/SIAM assessments, and drive continual service improvement across global enterprises. Strong consulting experience spanning Banking, Insurance, Healthcare, Transportation, Retail and Cloud services with expertise in business transformation, vendor governance, organizational change, executive reporting, and service excellence.

Experienced in collaborating with Sales, Solution Architects, Delivery, and Bid Management teams to shape SIAM and ITSM consulting engagements, support customer pursuits, conduct discovery workshops, and develop transformation roadmaps.

SIAM & ITSM Management Lead - Tata Consultancy Services (TCS)

Advised enterprise customers on integrating Generative AI (GenAI) and Agentic AI into ITSM operating models to improve service quality, automation, and user experience.

• Conducted AI readiness assessments to identify opportunities for intelligent automation across Incident, Problem, Change, Request, Knowledge, and Service Level Management processes.
• Designed AI-enabled ITSM operating models aligned with ITIL 4, incorporating predictive analytics, virtual agents, intelligent routing, and self-service capabilities.
• Facilitated executive workshops to define AI adoption roadmaps, governance frameworks, business cases, and implementation strategies for service management transformation.
• Defined AI-driven KPIs and dashboards to measure automation effectiveness, prediction accuracy, MTTR reduction, First Contact Resolution (FCR), SLA compliance, and customer experience.
• Recommended the adoption of AI-powered knowledge management, enabling intelligent article recommendations, automated knowledge creation, and contextual search.
• Supported implementation of predictive incident management, proactive problem identification, and AI-assisted root cause analysis using operational and CMDB data.
• Designed governance frameworks for the responsible adoption of AI, including human oversight, risk management, auditability, and compliance within ITSM operations.
• Developed transformation roadmaps incorporating Agentic AI, intelligent workflow orchestration, and autonomous service operations to improve operational efficiency.
• Enabled Continual Service Improvement (CSI) through AI-driven operational insights, trend analysis, and service performance recommendations

SIAM & ITSM Pre-Sales | Solution Consulting | Transformation Advisory

Partnered with Sales, Account Management, and Solution Architecture teams to qualify opportunities and develop strategic SIAM and ITSM transformation solutions aligned with customer business objectives, digital transformation initiatives, and IT operating model modernization.

• Led customer discovery workshops with business stakeholders, IT leadership, service owners, and supplier representatives to understand current-state operations, identify business challenges, assess service management maturity, and define future-state transformation requirements.
• Prepared high-quality RFP, RFI, and RFQ responses by developing comprehensive technical and functional solution content, consulting methodologies, implementation approaches, governance models, commercial assumptions, and value propositions that strengthened competitive bids.
• Developed executive-level solution presentations and consulting proposals showcasing SIAM operating models, ITSM transformation roadmaps, ServiceNow capabilities, AI-enabled service management solutions, governance frameworks, implementation strategies, and business value realization.
• Designed end-to-end transformation roadmaps outlining phased implementation plans, operating model evolution, governance structures, organizational change management, technology enablement, risk mitigation strategies, and continual service improvement initiatives.
• Performed consulting effort estimation and implementation planning by defining project scope, work breakdown structures, resource plans, delivery timelines, dependency mapping, transition milestones, and cost estimates for SIAM, ITSM, and ServiceNow transformation programs.
• Participated in customer solution defence and executive presentation sessions, collaborating with sales leadership and solution architects to articulate the proposed solution, address technical and commercial questions, demonstrate consulting capabilities, and build customer confidence.
• Contributed to the development of Statements of Work (SOW), project charters, and contractual documentation, ensuring clear definition of scope, deliverables, governance, assumptions, responsibilities, acceptance criteria, implementation approach, and project milestones.
• Collaborated with transition, delivery, and service management teams to ensure seamless handover from the sales lifecycle into project execution, supporting transition planning, service readiness assessments, governance establishment, risk management, knowledge transfer, and operational stabilization.
• Supported consulting pursuits for enterprise SIAM, ITSM, and ServiceNow transformation engagements, providing expertise in ITIL process consulting, service integration, governance design, multi-vendor operating models, organizational change management, and AI-enabled service management.
• Worked closely with cross-functional teams, including enterprise architects, ServiceNow consultants, infrastructure specialists, cloud teams, cybersecurity, and business stakeholders, to develop integrated solutions aligned with enterprise architecture, compliance requirements, and strategic business goals.
• Promoted AI-driven service management capabilities by incorporating Generative AI, Agentic AI, intelligent automation, predictive analytics, and ServiceNow AI features into solution proposals, helping clients improve operational efficiency, user experience, service quality, and business outcome

ServiceNow Functional Consulting

• Supported organizations in adopting ServiceNow AI capabilities, including Virtual Agent, Predictive Intelligence, Now Assist, and AI-powered workflow automation.
• Conducted functional workshops to identify opportunities for AI-driven process optimization within ServiceNow ITSM modules.
• Configured AI-assisted ticket categorization, assignment, prioritization, and intelligent routing to improve service desk efficiency.
• Designed AI-enabled Incident, Request, Problem, Knowledge, and Change Management workflows aligned with ITIL 4 best practices.
• Leveraged Predictive Intelligence to automate ticket classification, assignment prediction, and priority recommendations, reducing manual effort and improving response times.
• Recommended AI-powered knowledge search and article recommendations to improve self-service adoption and increase First Contact Resolution (FCR).
• Supported CMDB health initiatives by identifying opportunities for AI-assisted data quality improvement, service mapping validation, and configuration governance.
• Defined reporting dashboards combining operational KPIs with AI insights, including automation rates, prediction accuracy, self-service adoption, and service health indicators.
• Collaborated with technical teams to integrate AI capabilities with ServiceNow workflows, orchestration, and enterprise monitoring tools.
• Assisted business stakeholders in developing AI adoption roadmaps, governance practices, and user adoption strategies for ServiceNow-enabled service management.