Carmen Arett

I've led enterprise IT service delivery, change, incident, configuration, and ITIL practice work for more than 25 years. I turn business objectives into scalable processes, automation, metrics, and communication models that reduce risk and improve customer outcomes.

At Xcel Energy, I directed change and incident process strategy, launched a cross-functional Change Advisory Board, and built Agile workflows and templates supporting a 99% implementation success rate. I also partnered on Change and Incident Management strategy during a ServiceNow production implementation.

At Accenture, I led global Change and Configuration Management for infrastructure and application services, managing a 14-person international team supporting internal groups and more than 80 transportation clients. I strengthened CMDB governance, automated ITSM workflows, developed KPI dashboards and audit routines, and coached direct reports to subject-matter-expert level.

Earlier at Allianz Life of North America, I engineered ITSM controls across enterprise infrastructure and led Sarbanes-Oxley compliance work. I'm ITIL certified across V2, V3, and V4 and bring hands-on experience with ServiceNow, HP OpenView, Agile/Jira, service-level management, and continual improvement.