ITSM Consultant

5+ years Experience, IDP DC Chennai Location

Interim State (Key Deliverables) 3 months:

• ITSM Platform Capability Assessment and Gap Analysis
• Target Operating Model (TOM) for ITSM Platform Team
• Team structure and roles
• Interaction model between business units, platform, and operations
• Roadmap for ITSM Platform Uplift (6–12 Months)
• Key initiatives (e.g., Intelligence Integration, Experience Enhancement (Virtual agents))
• Quick wins vs strategic enablers
• Dependencies, risks, resource requirements
• Skills Transition and Recruitment Support Plan
• Architecture Best Practices and Guardrails Documentation
• Executive Playback and Handover