Mavis Omologe

Played a crucial role in reviewing email notifications related to incident, problem, request, and change processes. During this review, an incident came to light where a high-priority problem ticket was erroneously assigned to a group by an unauthorized user, resulting in an email notification. I recognized the misalignment with the user's role and conducted a thorough investigation during a process audit. Through the analysis of the process audit report, I identified the root cause—a misconfiguration in an access control list (ACL) rule, where an unauthorized role was granted to a service desk agent. This discovery revealed a critical gap in the system, prompting corrective measures.

I attended meetings with stakeholders as the reporting specialist and ITSM developer, and they came to me with challenging tasks. I also conducted more research by looking at the product document and best practices. For illustration, consider big incidents and incident management.

My suggestion to the team was to use the incident, where everything is already set up, rather than the problem module. I took care of the plugin for major incidents, ensuring that the incident was reported to the appropriate incident team and that the policies were in place.

Ascertaining the number of tiers the business wanted, I ensured that an incident major—more similar to a manager—had tier support.

My recommendations centered on enhancing our incident and problem management processes by incorporating significant incidents.

One of the major projects I worked on was revamping the service catalog. I had over 250 catalog items scattered throughout the service catalog in this environment. So, the clean-up exercise that I did was to first perform a proper service catalog review by checking on the structure of the entire service catalog and checking the service categories. I wanted to see if the taxonomy of the service catalog allowed for a simplified user experience because the ultimate reason for the service catalog is to make services available for end users to make requests for services.

To increase employee productivity, I helped look at the categorization and subcategorization of services in my environment to determine whether they conformed to ITIL's best practices. I checked the naming conventions for services to see if they are customer-facing and user-facing. I also checked the title and description of the services and the image to see if they represented the services correctly. I checked to see if the technical catalog was mixed with the service catalog because, according to ITIL's best practices, the service catalog should be separate from the technical catalog.