I worked in presales to present insights into their ITSM operations gathered from Talos back to the client. My involvement was in data cleansing and preparation for injesting into Talos for supervised and unsupervised learning. Once Talos had created the reports, I would then import these to PowerBI to develop the insights. With AI we were able to identify:

• Issue candidates for automation e.g. “password reset”
• Lack of categorisation and service catalogue, poor summaries written in tickets
• 3rd party structured automation information posted into notes fields
• Categorical data located in unstructured notes fields
• Under-utilisation of knowledge
• Change requests logged as tickets leading to high level of tickets with low MTTR
• High level of critical abnormalities requiring problem RCA
• General lack of granularity in categories, impacting management reporting

This was followed up with an offer to the client to deliver the recommendations such as service desk training, restructuring categories, data cleansing, and knowledgebase improvements

The post Healthcare Company – AIOps appeared first on fitzmoskal.

As part of a larger digital transformation I was responsible for the architecture of their Discovery, modelling application architecture and data integration pipelines to the CMDB.

The initial deployment was minimal and did not cover the whole estate, which was airgapped. I was challenged to come up with an architecture which would be suitable enough capture data across the airgapped environments. The proposed solution involved manual DB snapshots which would be transferred by ftp, however this was later dropped in favour of deployment of a mutual shared platform, which was desperately needed.

This was a part-time multi-year engagement, during this time I developed and delivered various customatisations to their data collection and pipeline, such as:

• SSL Certificate Discovery
• Netcool edge device intergration
• Service modelling
• Reporting and analytics
• Written maintenance manual

The post UK Telecoms Company – Digital Transformation appeared first on fitzmoskal.

I worked as a Project Manager for a UK London based charity client who presented some difficult challenges. The ITSM deployment was standard Ivanti ITSM with Incident, Change and Service Request modules. Workshops were held and a Gap Analysis document was produced for the customer.

A standard project included only one round of review and feedback with a view to any revisions, however the client was very indecisive and had a lot of questions which resulted in several versions of the GA doc being proposed. After the solution was deployed issues were raised over design decisions – they disputed the latest version of the GA, and insisted that one of the earlier versions was the agreed version.

To resolve this, I took some time to quiz the consultant on how much effort it would be to make the changes they require, and after clarifying that it was mostly some ‘flick of the switch’ settings – I agreed that we would accomodate their disputed requirements.

After deployment, we also had to arrange training on each module. The client complained about the first trainer, so I arranged for a new trainer for the second session. This trainer also recieved complaints, so I organised another consultant for the final round of training – who predictably also recieved complaints.

As they had substantial complaints about not recieving the appropriate amount of training, I took the decision to deploy a consultant on-site for some extra consultancy days (agreed with the vendor) to for them to essentially request whatever changes they wanted and provide hands on knowledge transfer. This finally seemed to satisfy them and they even gave good feedback about my final consultant.

The post UK Charity – ITSM Project appeared first on fitzmoskal.

I acted as Project Manager to deploy Ivanti ITSM to a major UK law firm worth £20,000 in billable consultancy. I organised the workshops and kept track of time and change requests.

During deployment, I had to urgently manage a complaint from the client as our associate consultant had become stuck troubleshooting an issue and the clients confidence had been dented. I caught a train into London that day to meet the client and consultant onsite and, whilst looking at the problem, leaned on my own technical skills to troubleshoot the solution.

I then followed up with the vendor to confirm that it was a verified bug, and after giving a pep talk and advice to the consultant, I spoke with the client to clear up the misunderstanding and win their confidence back. I managed to convince them to keep our consultant onsite and continue the project.

The result is that I gained their confidence and they came back to us later for further implementations of ITSM modules.

The post UK Law Firm – ITSM Deployment appeared first on fitzmoskal.

I project managed the deployment of a new ITSM system to an English County Council as part of their Digital Transformation drive. This called for multiple workshops to scope Incident, Service and Change management. One particular challenge was managing their changing requirements.

This would not ordinarily be difficult for a Project Manager to handle, but the consultant was not experienced with working under a PM or push back on requirements – therefore I discovered that the client had habit of going directly to the consultant with the changes they wanted, causing scope creep.

When I discovered this I instructed the consultant that they were to work to specification and not accept any more instruction changes from the client. This obviously did not go down well with the client who, rather than approach me, complained to the vendor directly. I defended my decision and cited the risks on delivery if the customer kept making changes to the scope without consulting the PMO.

Although they were unhappy, they did accept the points that I made. The business agreed with the vendor that we would extend the project and provide some free consultancy as a gesture of goodwill to the client, getting their agreement to stick to the budget and the plan.

The post UK County Council – Project Management – Digital Transformation appeared first on fitzmoskal.