likhithasri bodlapati

I've managed enterprise ITSM operations at Accenture, improving change governance and reducing failed changes by 30% through rigorous RFC validation and CAB risk assessments.

I led P1/P2 incident response, coordinated technical bridges and executive communications, and partnered with Problem Management teams to prevent recurring failures. I also maintained 99%+ change success with zero unplanned downtime across critical systems.

At Bell Integration, I handled high-volume incidents and service requests, maintained first-line resolution above 85%, and created 25+ knowledge articles that reduced repeat incidents by 20%. I supported IBM Lotus Notes/Domino and Microsoft 365 environments, helping maintain 99.5% mail-system availability for enterprise clients.

I'm continuing to build hands-on ServiceNow administration capability through a Personal Developer Instance, including user governance, ACLs, UI policies, and incident escalation workflows. I bring ITIL v3/v4, service operations, systems support, and practical governance experience to high-availability environments.