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Shilpa Verma

@shilpaverma

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IT Service Management Professional with 19+ years of experience.

United Kingdom

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What I'm looking for

I am looking for a role that values process improvement and stakeholder engagement, fostering a collaborative environment for growth.

I am an IT Service Management Professional with over 19 years of experience, specializing in Configuration and Asset Management across various industries. My expertise lies in managing critical analytical reviews related to IT Asset and Configuration Management, consulting stakeholders with KPI management, and supporting large service renewals. I have a proven track record of driving process improvement initiatives and delivering trusted recommendations to enhance operational efficiency.

Throughout my career, I have successfully led projects that involve the creation and implementation of IT Asset and Configuration Management processes. My role as a Configuration Manager at Xalient allowed me to define and manage the Service Asset & Configuration Management Plan, where I established a comprehensive CMDB policy and governance framework. I take pride in my ability to communicate effectively with stakeholders and ensure adherence to processes, which has resulted in significant improvements in service delivery and customer satisfaction.

My technical certifications, including Certified SAM Professional and ITIL V3 Foundation, complement my hands-on experience with tools like ServiceNow and BMC Remedy. I am passionate about leveraging my skills to contribute to organizational success and am always eager to embrace new challenges that foster professional growth.

Experience

Work history, roles, and key accomplishments

IT Asset and Configuration Lead

Lifecycle Sourcing

Jan 2025 - Jul 2025 (6 months)

Managed ITSM Strategy and Roadmap for IT Asset & Configuration Management. Designed and implemented IT Asset and Configuration management processes, coordinating with tool support teams for discovery integrations and CMDB population on BMC Remedy.

ITSM IT Asset Management Configuration Management Process Improvement Stakeholder Management

Configuration Manager – IT Service Management

Xalient

Jan 2023 - Dec 2024 (1 year 11 months)

Defined and managed the Service Asset & Configuration Management Plan, including CMDB Data model and Schema. Implemented audits and remediation strategies, and established CMDB policy and processes for governance.

ServiceNow Data Governance Process Adherence

Asset Manager – IT Asset and Contract Management

Cisco System Ltd

Oct 2015 - Aug 2022 (6 years 10 months)

Served as the single point of contact for managing the lifecycle of Cisco Assets and contracts. Engaged with stakeholders to provide proactive business insights and managed operational coordination for asset/service contract changes.

IT Asset Management Contract Management Stakeholder Engagement Incident Management Process Improvement Service Delivery

Senior Analyst -Configuration Management

British Council Management Services Pvt Ltd

Nov 2011 - Oct 2015 (3 years 11 months)

Led CMDB Go Live Implementation in ServiceNow, conducting global site surveys for data validation and normalization. Implemented Configuration Management processes, ensuring compliance and accuracy in CI ownership and lifecycle management.

Configuration Management ServiceNow Data Validation CI Compliance Software Asset Management

Analyst - Service Delivery – IT Asset Management

Computer Sciences Corporation Ltd (CSC)

Oct 2008 - Nov 2011 (3 years 1 month)

Served as Account Prime for Asset Management, coordinating directly with onshore clients for asset-related issues. Performed data mining, database management, and regular quality checks in asset repositories.

IT Asset Management Data Mining Database Management Quality Assurance Vendor Management AMI ServiceNow MS Excel MS Access

Process Executive – HR and Insurance Process

Steria/ Xansa India Ltd

Jul 2005 - Oct 2008 (3 years 3 months)

Worked for Lloyds TSB, delivering HR Monthly Management Information Packs and various reports. Handled backend processes for the Insurance Field, utilizing systems like CEUL, MIR, HRIS, and Panda System within a Citrix environment.

Data Analysis Insurance Processes Citrix Team Leadership Quality Assurance

Education

Degrees, certifications, and relevant coursework

ITIL Certifications

ITIL V3 Foundation and ITIL Intermediate RCV, OSA,PPO), IT Service Management

Obtained ITIL V3 Foundation certification and ITIL Intermediate certifications in Release, Control and Validation (RCV), Operational Support and Analysis (OSA), and Planning, Protection and Optimization (PPO). This enhanced understanding of IT service management best practices.

Sikkim Manipal University

MBA, Information System

Completed a Master of Business Administration with a specialization in Information Systems. This program provided a comprehensive understanding of business management principles and their application within IT contexts.

Delhi University

B.Com (Pass), Commerce

Earned a Bachelor of Commerce (Pass) degree, focusing on fundamental business and commerce principles. This education provided a strong foundation in commercial practices and economic concepts.

DOEACC

O Level Examinations, Computer Applications

Successfully completed 'O' Level Examinations through DOEACC. This certification provided foundational knowledge in computer applications and programming.

F-

F-Tech

Certificate Course in Basics, Basics

Completed a Certificate Course in Basics from F-Tech. This course provided fundamental skills and knowledge in a specific area.

CBSE Board

Senior Secondary, General Studies

Completed Senior Secondary education under the CBSE Board, achieving a first division with 74%. This academic achievement reflects strong performance in secondary education.

D.A.V. Public School, Vasant Kunj, New Delhi

Elementary Education, General Studies

Received elementary education from D.A.V. Public School, Vasant Kunj, New Delhi. This foundational schooling provided early academic and personal development.