This document contains the resume of Venkata Ramana Murty Kotra, including details about his 18+ years of experience in IT service management, process design and implementation across various industries. He has expertise in areas like service desk, application support, ITIL processes and metrics/analytics. The resume lists his educational qualifications, professional experience in roles such as delivery lead, project manager, and trainer. It also provides details of technologies, methodologies, certifications and personal details.
This presentation focuses on the Service Design Phase. There are seven processes in this phase: Service Catalog and Service Level Management, and Availability, Capacity, Continuity, and Security Management. For each process we will discuss the objectives, benefits, and, at a high level, the activities undertaken. Finally we will look at the inputs to Service Design and the outputs that can be expected from this phase.
Learning Objectives
The participants will be able to:
• Identify the key differences and similarities between ITILV2 & ITILV3
• Not only get a better understanding of the processes in the Service Design Phase of ITILV3 but also the underlying activities
• Define the inputs and outputs for this phase and how they relate to the full service life cycle
• Identify key action points after the presentation for their respective organizations
This presentation is about -
History of ITIL,
ITIL Qualification scheme,
Introduction to ITIL,
For more details visit -
http://vibranttechnologies.co.in/itil-classes-in-mumbai.html
Get an overview of the ITIL v3 framework, along with key definitions, history of ITIL, and a summary of the ITIL processes contained within each ITIL publication.
This presentation focuses on the Service Design Phase. There are seven processes in this phase: Service Catalog and Service Level Management, and Availability, Capacity, Continuity, and Security Management. For each process we will discuss the objectives, benefits, and, at a high level, the activities undertaken. Finally we will look at the inputs to Service Design and the outputs that can be expected from this phase.
Learning Objectives
The participants will be able to:
• Identify the key differences and similarities between ITILV2 & ITILV3
• Not only get a better understanding of the processes in the Service Design Phase of ITILV3 but also the underlying activities
• Define the inputs and outputs for this phase and how they relate to the full service life cycle
• Identify key action points after the presentation for their respective organizations
This presentation is about -
History of ITIL,
ITIL Qualification scheme,
Introduction to ITIL,
For more details visit -
http://vibranttechnologies.co.in/itil-classes-in-mumbai.html
Get an overview of the ITIL v3 framework, along with key definitions, history of ITIL, and a summary of the ITIL processes contained within each ITIL publication.
Information Technology Infrastructure LibraryCOEPD HR
COEPD - Center of Excellence for Professional Development is a primarily a Business Analyst Training Institute in the IT industry of India head quartered at Hyderabad. COEPD is expert in Business Analyst Training in Hyderabad, Chennai, Pune , Mumbai & Vizag. We offer Business Analyst Training with affordable prices that fit your needs.
COEPD conducts 4-day workshops throughout the year for all participants in various locations i.e. Hyderabad, Pune. The workshops are also conducted on Saturdays and Sundays for the convenience of working professionals.
For More Details Please Contact us:
Visit at http://www.coepd.com or http://www.facebook.com/BusinessAnalystTraining
Center of Excellence for Professional Development
3rd Floor, Sahithi Arcade, S R Nagar,
Hyderabad 500 038, India.
Ph# +91 9000155700,
helpdesk@coepd.com
Case Study: Turning a Big Ship–Transforming IT Silos into IT Services at the ...Cherwell Software
Starting with 1,100 IT employees, 105,000 end users, IT organization silos, and a lot of incidents and issues, we undertook a major transformation effort centered on Cherwell Service Management (CSM) in 2013. We implemented new incident, request, problem, change and service levels including a service catalog, service portal, dashboards and metrics. The scope of our efforts included not only implementation of CSM, but new processes, organizational roles, and reporting metrics. The session covers our approach, successes, challenges, and lessons learned through this transformation to turn the big ship.
What Itil V3 Doesn’T Say About Organisational StructurePatrick Keogh
Presentation delivered to itSMF Seminar, December 2008 in Canberra. Discusses sources of best practice for organisational structure.
Updated for Canberra ACS conference, 2010.
The Information Revolution is transforming the nature of business. The ITIL® framework has become the most widely accepted approach to managing IT service quality and costs in a context of ever changing business requirements and increasing expectations.
Adopted and adapted by organisations of all sizes and sectors around the world, ITIL has become the de facto standard for IT Service Management.
Mark Flynn will explain the nature of the ITIL material and qualifications - ITIL origins and credentials, scope, key concepts and the benefits, costs and risks of adopting an ITIL approach.
For the ITIL experienced in the audience, this will be a useful introduction ITIL V3 which was launched earlier this year.
Attendees can expect an informative, engaging and enjoyable presentation.
Mark Flynn, founder of ITIL Consultancy organisation, Felix Maldo Ltd, has spent 21 years in the IT industry. Since 1993, he has operated exclusively in the ITIL arena, as a practitioner, trainer and consultant. He has delivered ITIL events on clients’ sites throughout the UK, Europe USA and the Far East. He is a regular presenter at professional seminars sand conferences.
ITIL ® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
ITIL implementation and Service Management Best Practices – useful informatio...SriramITISConsultant
Service Management is a practice hugely famous Business process framework. ITIL is one of the famous service management framework.
I've created a presentation for all, who are interested in knowing the basics of Service Management best practice or Implementation of ITIL in organization.
To know more, Please go through the Presentation.
Hope this presentation helps everyone in understanding basic implementation knowledge.
A brief introduction to ITIL, especially its service lifecycle, plus a short description of what Wake Forest University's Information Systems department has done to date.
Philip Hearsum - Introducing ITIL 4 - AID2019ALVAO
Philip Hearsum je přesvědčeným zastáncem ITSM obecně a ITILu obzvlášť. Už v době, kdy působil na rozličných pozicích v komerční a státní správě, se aktivně podílel na přípravě ITILu 2011. Od roku 2013 pracuje pro AXELOS, kde má na starosti celý ITIL.
Patří tak k hlavním architektům připravované verze ITIL 4.
Best ITIL Certification Training Program by IBM - Providing Quality Education to People. People who have enrolled with ThinkFaculty ITIL Program have successfully passed the examinations.
ITIL V3 Expert, Dr Geoff Harmer of Maat Consulting shows: What's new in ITIL V3? What's different from ITIL V2? New processes, new qualifications, new books. 32 Powerpoint slides. Revised Feb 2009 to reflect the full availability of all ITIL V3 qualifications including the ITIL V3 Intermediate Certificates and to include the many new ITIL V3 books published during 2008.
ITIL, formally an acronym for Information Technology Infrastructure Library, is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITIL V3),
Information Technology Infrastructure LibraryCOEPD HR
COEPD - Center of Excellence for Professional Development is a primarily a Business Analyst Training Institute in the IT industry of India head quartered at Hyderabad. COEPD is expert in Business Analyst Training in Hyderabad, Chennai, Pune , Mumbai & Vizag. We offer Business Analyst Training with affordable prices that fit your needs.
COEPD conducts 4-day workshops throughout the year for all participants in various locations i.e. Hyderabad, Pune. The workshops are also conducted on Saturdays and Sundays for the convenience of working professionals.
For More Details Please Contact us:
Visit at http://www.coepd.com or http://www.facebook.com/BusinessAnalystTraining
Center of Excellence for Professional Development
3rd Floor, Sahithi Arcade, S R Nagar,
Hyderabad 500 038, India.
Ph# +91 9000155700,
helpdesk@coepd.com
Case Study: Turning a Big Ship–Transforming IT Silos into IT Services at the ...Cherwell Software
Starting with 1,100 IT employees, 105,000 end users, IT organization silos, and a lot of incidents and issues, we undertook a major transformation effort centered on Cherwell Service Management (CSM) in 2013. We implemented new incident, request, problem, change and service levels including a service catalog, service portal, dashboards and metrics. The scope of our efforts included not only implementation of CSM, but new processes, organizational roles, and reporting metrics. The session covers our approach, successes, challenges, and lessons learned through this transformation to turn the big ship.
What Itil V3 Doesn’T Say About Organisational StructurePatrick Keogh
Presentation delivered to itSMF Seminar, December 2008 in Canberra. Discusses sources of best practice for organisational structure.
Updated for Canberra ACS conference, 2010.
The Information Revolution is transforming the nature of business. The ITIL® framework has become the most widely accepted approach to managing IT service quality and costs in a context of ever changing business requirements and increasing expectations.
Adopted and adapted by organisations of all sizes and sectors around the world, ITIL has become the de facto standard for IT Service Management.
Mark Flynn will explain the nature of the ITIL material and qualifications - ITIL origins and credentials, scope, key concepts and the benefits, costs and risks of adopting an ITIL approach.
For the ITIL experienced in the audience, this will be a useful introduction ITIL V3 which was launched earlier this year.
Attendees can expect an informative, engaging and enjoyable presentation.
Mark Flynn, founder of ITIL Consultancy organisation, Felix Maldo Ltd, has spent 21 years in the IT industry. Since 1993, he has operated exclusively in the ITIL arena, as a practitioner, trainer and consultant. He has delivered ITIL events on clients’ sites throughout the UK, Europe USA and the Far East. He is a regular presenter at professional seminars sand conferences.
ITIL ® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
ITIL implementation and Service Management Best Practices – useful informatio...SriramITISConsultant
Service Management is a practice hugely famous Business process framework. ITIL is one of the famous service management framework.
I've created a presentation for all, who are interested in knowing the basics of Service Management best practice or Implementation of ITIL in organization.
To know more, Please go through the Presentation.
Hope this presentation helps everyone in understanding basic implementation knowledge.
A brief introduction to ITIL, especially its service lifecycle, plus a short description of what Wake Forest University's Information Systems department has done to date.
Philip Hearsum - Introducing ITIL 4 - AID2019ALVAO
Philip Hearsum je přesvědčeným zastáncem ITSM obecně a ITILu obzvlášť. Už v době, kdy působil na rozličných pozicích v komerční a státní správě, se aktivně podílel na přípravě ITILu 2011. Od roku 2013 pracuje pro AXELOS, kde má na starosti celý ITIL.
Patří tak k hlavním architektům připravované verze ITIL 4.
Best ITIL Certification Training Program by IBM - Providing Quality Education to People. People who have enrolled with ThinkFaculty ITIL Program have successfully passed the examinations.
ITIL V3 Expert, Dr Geoff Harmer of Maat Consulting shows: What's new in ITIL V3? What's different from ITIL V2? New processes, new qualifications, new books. 32 Powerpoint slides. Revised Feb 2009 to reflect the full availability of all ITIL V3 qualifications including the ITIL V3 Intermediate Certificates and to include the many new ITIL V3 books published during 2008.
ITIL, formally an acronym for Information Technology Infrastructure Library, is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITIL V3),
What Every Project Manager Should Know About ItilDaniel Cayouette
This presentation will provide a high-level view of ITIL and will identify where the ITIL Service Lifecycle Framework and the PMBOK Guide complement each other.
Understanding of ITIL will help the IT project manager over the lifecycle of their projects, from defining a better project charter focused on IT services to a smoother transition to operations and an increased satisfaction of all stakeholders.
The role of an IT PMO as the Voice of IT and its role with Service Level Management will also be discussed as a key enabler to align IT to the business.
Beverly Weed-Schertzer explains how ITIL, the most widely used IT service management framework, supports business objectives, enables changes, adds value to service risk management, and optimizes customer experience while being economical. Additionally, this explores the various trends in the domain and serves as a one-stop guide for all aspiring professionals looking to build a career in this discipline.
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VENKATA RAMANA MURTY KOTRA
SUMMARY
Over 18 years’ experience in IT Industry with key experience in Consulting ,Delivery
,Sales Banking , Hitech , Retail industries
Experience in IT Service Management technical and Functional Consulting : Process
Design, Implementation for multivendor scenarios across geographies
Managed IT SM Transitions and Transformations for large consulting firms
Domain experience in Service Desk , Data Center Services , Application Support
Services
Process assessments , Gap Analysis, Identifying opportunities of Improvements
Product developments lifecycle for associated with operational assessment , Metrics and
Analytics
Part of Crisis Management team for Infrastructure Operations streamlined process and
tools implementations for multiple large TCS customers
Business Service Management Solutions, Automation , unified dashboards for the End
to End IT Delivery includes Project Management , ITIL Process
Handled Projects up to USD 10 M across the geographies
Developing managed services framework and defining Transforming the organization
delivery model to enhance customer experience.
Certified ITIL V3 Expert and Trained Over 5000 internally with in TCS people for ITIL V3
Foundation in the last Five Years
TECHNOLOGY EXPERIENCE
SOFTWARE LANGUAGES COBOL , PACBASE,JCL , FOCUS , SAS
DATABASES DB2 , SQL Oracle , Access
SPECIAL SOFTWARE HP Service Manager 9.3 , IBM Mage Now , HP PPM , HP ALM , Business
Objects for Reporting , Release Control , CA CMDB , Unisys Peregrine
DOMAIN EXPERIENCE IT Operations
MANAGEMENT EXPERIENCE Project Management, Operations Management
PROCESS FRAMEWORKS ITIL V3 , Six Sigma Understanding of CMMI
EDUCATION SUMMARY
Degree and Date Institute Major and Specialization
Bachelor of Engineering in 1995 Osmania University, Hyderabad, India Mechanical Engineering
Masters in Technology in 1997 Delhi college of Engineering Industrial Engineering
PROFESSIONAL EXPERIENCE
Over 19 Years of Experience with Tata Consultancy Services in various
roles
DELIVERY FOCUS GROUP LEAD GLOBAL IT SM PRACTICE, IT IS TCS Aug 2015 to
Current
As a member of IT Service Management Transformation Practice I was responsible for
deriving the
• Define framework for ITIL Process common for TCS projects in IT IS
• Develop and Lead IT Service Management Solutions for Large TCS Projects
• Resolved Operational challenges for Process deployment for multiple TCS
customers ( Manufacturing , Hi Tech , Insurance , Retail , BFS etc )
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VENKATA RAMANA MURTY KOTRA
• Define the OLA based framework for in multi-vendor engagement for Large TCS
Projects
• Identifying and documenting the risks throughout the Process and tools
deployments and taking the course correction steps.
• Developed Smartwatch a system to check basic operations parameters of
process and tools for IT IS projects
IT SERVICE MANAGEMENT DEPLOYMENT AND OPERATIONS FOR Big Four Consulting Firm
operating globally, October Aug 2010 to Aug 2015
• Developing and Implementing IT Strategy and Road map for IT Tools
Implementation for IT Operations and delivery
• Defining Asset management and Asset Enablement lifecycle for Infrastructures
assets
• Defined and implementing Strategies for Synergized Operations of TCS for 23
Countries in (US , LATAM , EMEA ) for End to End IT Service Delivery
• Establish the OLA based framework for in multi-vendor engagement
• Identifying and documenting the risks throughout the Process and tools
deployments and taking the course correction steps.
IT SERVICE MANAGEMENT TRANSFORMATION PRACTICE for Minneapolis based Financial
Services Firm, October Feb 2008 to August 2010
• Creating and Executing IT Strategy road map for IT Service Management,
• Identifying KPIs and Goals for IT Service Transition and Operations.
• Integrating Incident Management into the rest of Service Management Processes
& Function
INCIDENT MANAGER MAINFRAME SERVICES FOR Minneapolis based Financial Services
Firm, October Feb 2008 to August 2010
• Optimized Batch Process for client systems from 8hrs to 6 hrs there by achieving
a TCO saves of 1 million per year.
• Awarded Thought Leadership award for Implementing and Documenting Incident
Management Process
• Improved Availability of Mainframe services there by through effective Capacity
and Performance management
RELEASE MANAGER SECURITY SERVICE (MAINFRAME FINE GRAIN AUTHORIZATION MODULE)
FOR Minneapolis based Financial Services Firm, Minneapolis July 2003 to October 2004
• Implementing Centralized Security Authorization module ( Pacbase )
• Integration of Security Authorization module with other AEFA Technology
Applications
• Performance Enhancement for Security Authorization based on trend
analysis there by reduced the cost of Mainframe operations by 2 M USD per
year
• Release acceptance and Implementation Planning
PROJECT MANAGER CORPORATE REPORTING SYSTEMS FOR Ameriprise Financial Inc,
Minneapolis, Minneapolis July 2002 to July 2003
• Assisted developer in prioritizing changes to Mainframe based reporting
application and then scheduled changes
• Focusing on customer satisfaction, developed clear business requirements for
individualized business intelligence reports
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VENKATA RAMANA MURTY KOTRA
• Prioritizing the work requests with business
TEAM LEAD APPLICATION SUPPORT MANAGEMENT FOR GE Fleet US, Minneapolis,
October 2001 to July 2002
• Tracking and monitoring application availability
• Tracking the SLA compliance
• Management Reporting
• Standardized Application Incident Management for Web based applications
SYSTEM ANALYST GE POS FOR GE Fleet Japan, Mumbai, August 2000 to October 2001
• Understanding the business requirements for GEPOS
• Tracking the work progress and report to TCS and GECFS mgmt
• Coordinate Project Status meetings
• Conduct design and code walkthrough meetings
SYSTEM ANALYST / SUPPORT LEAD For Ge Capital Wards, Mumbai, 1997 May to 2000
• Perform enhancements to existing systems
• Performance tuning of application
• Carry out unit , System and Regression testing
• Y2K testing and analysis
PROFESSIONAL AFFILIATIONS / CERTIFICATIONS
• ITIL V3 Manager Certified From Exin in 2008 Dec
• ITIL V2 Manager Certified From ISEB in 2008 Sept
• ITIL V3 Foundation Certified From Exin in 2008 July
• ITIL V2 Foundation Certified From Exin in 2008 May
• Member ITSMFi for last Six months
TRAININGS ATTENDED
Year Title Location Organised by
2008 ITIL V3 Manager’s Bridge Course Chennai Quit Redwood ,
2008 ITIL Service Managers Training Chennai QAI India LTD
2008 ITIL V3 foundation Bangalore Tata Consultancy Services Ltd.
2006 ITIL V2 Foundation Bangalore Tata Consultancy Services Ltd.
2001 Six Sigma Green Belt training Chicago Tata Consultancy Services Ltd.
2000 CMMI Mumbai Tata Consultancy Services Ltd.
TRAININGS CONDUCTED
Year Title Location Number of
Sessions
People
Trained
2008 ITIL V3 Foundation Bangalore 100 5000
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VENKATA RAMANA MURTY KOTRA
PERSONAL DETAILS
DATE OF BIRTH : 4TH
AUGUST 1973
FATHER’S NAME : Mallikarjuna Rao Kotra
ADDRESS : Flat A-I-3,
Ragahavendra Paramount Arist,
Kundanhalli Gate
Opp Sankara Eye Hospital,
Bangalore,
Karnataka, Pin 560037
India
PHONE NUMBER : +91 9632790055 (M)
EMAIL ADDRESS : murtykotra@gmail.com
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6. +91 9632790055
VENKATA RAMANA MURTY KOTRA
PERSONAL DETAILS
DATE OF BIRTH : 4TH
AUGUST 1973
FATHER’S NAME : Mallikarjuna Rao Kotra
ADDRESS : Flat A-I-3,
Ragahavendra Paramount Arist,
Kundanhalli Gate
Opp Sankara Eye Hospital,
Bangalore,
Karnataka, Pin 560037
India
PHONE NUMBER : +91 9632790055 (M)
EMAIL ADDRESS : murtykotra@gmail.com
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