Monali Mali

ITSM and Service Configuration Management

• Experienced ServiceNow Process Expert with over 6 years of expertise in streamlining IT service management processes. Skilled in implementing ITSM and custom workflows to drive operational efficiency, reduce costs, and enhance user satisfaction. Adept at configuring ServiceNow modules, analyzing processes, and collaborating with cross-functional teams.
• Worked on customer's requirement to design/ streamline ITSM process.
• Sound knowledge of exp. in creation of ITSM and Service Configuration Management process documents, defining process flows, creating work instructions, defining SLA's, OLA's and streamlining process with other process
• Written IT Asset and Configuration Management customer with Process flows and their implementation in tool.
• Knowledge of Mapping required and recommended attributes with customer's CMDB, which they use for managing to from their end
• Specialty in Gap Identification, Process improvement and delivering improved process in functional and technical aspects to customer/client,escalations from Client and delivered enhancements
• CMDB Integration with other processes like Change, Incident Problem and Knowledge Management to streamline the process from their prospective.
• Worked as change Manager and knowledge Manager
• Gained initial exposure to Software Asset Management through a small-scale assignment
• Created reports, Dashboard for multiple project of Service Management
• Handled project transition for customer to another and also from Customer to LTIM.
• Served Multiple project at a time, handle challenging and critical situations
• Process trainings to subordinates and teams for refresher on Multiple process

BMC Footprints Administrator & Service Level Manager:

• Assigned Configuration changes related to FootPrints Incidents (INC) and Service Requests (SR), which I perform based on change requests.
• Manage tickets related to user issues within the FootPrints.
• As a Super Admin, I handle requests from various teams with limited access by making changes such as adding tasks, updating schedules, and modifying approvals.
• Coordinate with BMC support for timely resolution of critical issues beyond internal scope
• Own Footprints platform during downtimes, coordinate recovery, and prepare RCA reports post-resolution
• Owner of Weekly, Bi-weekly and Monthly reports.

Key Responsibilities:

Project Role: CMDB & CI Management,Knowledge & Incident Management

CMDB & CI Management

• Managed and maintained 200K+ Configuration Items (CIs) across 7 major CI classes in ServiceNow CMDB.
• Handled monthly 400+ FitPC tasks, 200+ change tasks, and 100+ service requests as part of BAU operations.
• Coordinated with technical teams for CI validation, weekly updates, and quarterly remediation of blank/missing fields.
• Updated CMDB dashboards, CI templates, and documented client meetings (MoMs),picklist.
• Reviewed new ServiceNow features, prepared test cases, and supported SCCM data cleansing and normalization activities.
• Raised enhancement requests (e.g., asset tag normalization, deduplication) and worked with Change Management on CI workflow improvements.

Knowledge Management

• Created, reviewed, and updated KCS articles and knowledge blocks in collaboration with stakeholders.
• Maintained the Knowledge dashboard and ensured content accuracy through weekly reviews.

Incident Management

• Monitored incident queues and coordinated with Service Desk for timely updates and resolutions.
• Raised vendor tickets and ensured incident handling aligned with SLAs.

• Managed both hardware and software assets for the Italy Market, ensuring data accuracy in ServiceNow CMDB through additions, modifications, and deletions in line with SOPs and change requests.
• Maintained CI required and recommenced attributes.
• On the software side, I processed order approvals, performed reconciliations, and raised CNDB requests for dedicated accounts.
• Served as Iteration Manager for an Agile squad, leading daily stand-ups, retrospectives, showcases, and maintaining the Trello board to ensure workflow transparency and delivery.
• As Iteration Manager, responsible for preparing and delivering weekly and monthly performance reports for the customer to track progress and ensure transparenc
• Acted as a lead for the India-based team, resolving blockers, training new joiners, and serving as the focal point for ServiceNow updates and CNDB-related activities.
• Transitioned into ITSM, taking ownership of Incident Management and Change Management processes.
• Recognized with IBM R&R Awards (Q3 2019 & Q2 2020) and appreciation from the Market Leader for outstanding contributions.