Neha Singh

• Working knowledge on SAM/HAM.
• Managing and maintaining a track record of all IT – Software assets- Licensed s/w that is procured and distributed y IT along with cost , subscription model ,date of renewal , allocated team and user details.
• Maintaining Software publisher licensing information for assigned publishers, create entitlements and deployments and analyzing software licensing agreements, summarize to use right information from s/w agreements.
• Update s/w entitlements and agreement information into SAM tool and maintain s/w installation records in SAM tool.
• Performing license reconciliation in SAM tool.
• S/W license compliance auditing and tracking closure of s/w installations, raising uninstallation tickets of unused software's and tracking their closure.
• Managing s/w renewals of major s/w and s/w license compliance reviews including asset identification , data collection , data analysis and reporting.
• Experience in interpreting licensing terms and conditions , license knowledge and product rights for defined s/w titles. Along with contract analysis and negotiation skills.
• Responsible for reporting analysis that assi st with management of maintenance , support and license renewals in advance of their expiration.
• Identification of all s/w assets added in contracts and aligned as per business requirements.
• Meeting SLA/KPI for ITAM as per signed contract.
• Understanding of KPI's for SAM wrt , license terms , license metrics , license accounting , End of Life , end of support.
• Knowledge on HAM / SAM tools like SCCM , Flexera , Service now SAM pro , Remedy.

· Working as a CMDB manager handling entire database of CI’s. Knowledge of Discovery tool in service now.

· Process knowledge on the life cycle of Configuration Management process.

· Good understanding and knowledge in data model, business services and completeness of CMDB.

· Reconciling the CMDB data when exceptions are noted between CMDB, discovery information and other authoritative production data repositories.

· Knowledge in customizing probes and sensors in service now Discovery.

· Experience in asset and CI identification, baseline definition, relationship mapping and CMDB administration.

· Good understanding and experience in IT Asset Management.

· Supporting design, development and implementation of automated processes for gathering, populating and maintaining CMDB data.

· Ability to develop automated service now reports on KPI’s to improve the process effectiveness, efficiency and data accuracy. (Duplicate CI’s, Stale CI’s and Orphan CI’s).

· Data completeness report prepared counting the number of mandatory and recommended CI’s attributes to be entered in CMDB and should not be left empty.

· Ensuring ITAM and CMDB alignment with ITIL V3 framework.

· Auditing various duplicate CI’s and CMDB update requests coming through changes and Service Requests.

Change Management

· Had developed and implemented a standardized method and procedure for the efficient and effective handling of all changes.

Standard changes have been actioned through request fulfillment process.

· Executing the change/problem/incident management process tasks with local and global requirements.

· Implemented Doer checker process for change management.

· Linked each CI with impacted CI field for reboot report purpose.

· Assisting the change management global and regional process owners in driving Service management best-practice and ITIL process standardization.

· Supporting change reporting (KPIs and customer SLAs)

· Ensuring all reporting data is delivered in timely manner thus ensuring data consistency.

· Developing monthly dashboards reports for change audit failure report.

· Working as a change coordinator validating various change requests (Emergency and Standard/normal changes)

· Attending CAB calls (change Advisory Board) highlighting to move forward changes for approval from service owner if all teams look comfortable to do the assessment of changes properly and manage changes to the services subject to approval from client to define the criteria for prioritization of changes in accordance with priority levels including risk management.

· Working with client to define criteria for Emergency, Normal and standard changes.

Problem Management

· Ensuring relevant MIR is reviewed part of MIM input for problem records.

· Appropriate tracking, follow up and closure of RCA with relevant approvals.

· Escalating any pending PT RCA, discussion part of planned forums.

· Publishing PT reports periodically and track the status.

· Ensure to perform Proactive Problem Management based on Event Monitoring or incident trend analysis.

Capacity Management

· Managing thresholds and alerts for usage of z/os resources.

· Analyzing performance service level breaches, alerts, trends and root cause to restore service.

· Tracking and proactively tuning performance through trend and exception reporting to avoid possible service levelbreaches.

· Tuning reactively to restore service for performance incidents and root causes.

· Providing corrective action to resolve system performance problems and provide recommendations to prevent possible future incidents.

· Recommending perf/cap changes to maintain agreed upon system performance changes through formal change Management process.

· Defining performance and capacity related metrics, data collection, summarization and storage requirements.

· Collecting, summarize and store performance and capacity data.

Availability Management

· Optimizing the capability of the IT Infrastructure and Services by collecting, monitoring, analyzing, and reporting on all key elements of Availability and then initiating Requests for Change necessary to ensure the required level of Availability isprovided;

· Assisting to understand Availability requirements for the Services in business terms

· Predicting and designing for expected levels of Availability and Security.

· Reviewing continuously and improve Availability;

· Operating and maintaining an Availability Management process to plan, implement, measure, and manage the Availability and Reliability of the Services to confirm that the levels of Availability and Reliability consistently meeting requirements and objectives.

· Producing Availability and Reliability impact assessments with respect to Availability and Reliability trend analyses.

· Providing additional advice as the potential increases and as the threat becomes more imminent.

· Conducting proactive modeling and risk analyses to test and analyze predicted Availability, including: Component Failure Impact Analysis (CFIA); Single Point of Failure (SPOF); Fault Tree Analysis (FTA); and Service Failure Analysis (SFA).

· Assisting Incident Management in identifying ways to shorten the Incident Lifecycle (for example: detection, diagnosis, repair, recovery, restoration) through analysis of key Availability metrics, including MTBF, MTBSI, MTTR, and MTRS.

Knowledge Management

· Creating Knowledge articles based on different types of issues like CPU, memory, Disk. Also creating articles based on problem tickets which help Service Desk and other teams to gain knowledge and hence reduce similar kindsof issues.

· Working on increasing the Knowledge Use and View count of articles.

· Adding Meta tags and Hyperlinks to the articles thereby ensuring the standards.

· Customer request fulfillment of creating Knowledge Dashboard.