Deval Agarwal

At Morningstar India, I lead ServiceNow engineering across HRSD, ITSM, ITOM, e-Bonding, CMDB, and SAM. I drive the ServiceNow roadmap with business teams, internal stakeholders, and the vendor while managing delivery from scope and estimation through implementation support.

I’ve introduced Now Assist chatbots, AI-driven survey search, and Agentic AI capabilities for knowledge creation, ticket summarization, and related-ticket recommendations. I also migrated India offboarding from Jira to ServiceNow, configured inbound email ticket creation, and built ATF coverage for incident, change, onboarding, and offboarding processes.

Across Infosys engagements for Aperam, Hanon, Hitachi, and Toll Group, I’ve led ServiceNow migrations, upgrades, e-Bonding planning, ITSM enhancements, governance, SLA dashboards, asset lifecycle management, and client-facing delivery. I completed a Hitachi ServiceNow migration within the agreed timeframe and earned 7/7 client engagement feedback.

With more than 13 years in IT service management, I’ve supported global operations, incident, problem, change, asset, and service desk processes for clients including Nokia, Deutsche Bank, Emergent Holdings, and Atos. I build strong stakeholder relationships, mentor teams, and focus on practical service improvements that meet SLAs without compromising quality.