Miguel Arevalo

A Business Service Management (BSM) and I.T. Service Management (ITSM) Operations Professional with solid leadership experience in defining appropriate policies, improving processes and procedures to realize the goals of the organization. Excellent leadership qualifications with a proven track record advising Senior Executives, Directors and other management leaders in BSM and ITSM operations best practices to help make strategic decisions. Possesses strong analytical, organizational and time management skills to bring about on-time delivery of projects and increase customer and stakeholder satisfaction.  An Effective critical thinker, problem solver and time manager who has proved to be very successful at handling multiple responsibilities in high-pressure environments. Accomplished at shaping the organization and building successful teams by coaching, understanding, and helping others to achieve their goals while facilitating a healthy, thriving, work environment.  Driven by strong work ethics, a focus on continuous service and process improvement, and a personal commitment to the success of the organization’s goals and objectives. Practices a lean managerial philosophy rooted in several factors, including developing and sustaining a sense of trust, a commitment to teamwork, equal and fair treatment for all, fact based decision making, and long term strategic thinking.

•           Experienced in multiple service management operational frameworks, process methodologies and industry best practices.

•           Proficient in the development and implementation of ITSM processes, procedures and measurements (CSFs KPIs and balanced scorecards) for Service Transition, Service Operations and Continual Service Improvement. 

•           Experienced process architect and leader of Incident, Problem, Change, Configuration, and Service Level Management process development projects based on ITSM best practices.