The Tech'o'Space Podcast Episode 40 - Ramy’s ITSM Evolution: 20 Years of Building Excellence

In this podcast episode we interact and connect with Mr. Ramy Shehata who is the IT Services Senior Advisor of The Cigna Group company who is based out of Rocky Hill, Connecticut, USA1. Reflects on his entire journey in the IT space and also his 20 years of experience as an ITIL 4 Certified Process Owner2. Talks about his roles and responsibilities as an IT Services Senior Advisor.3. Sheds some spotlight on being the Process Mining Product Owner and Center of Excellence (CoE) for his company The Cigna Group.4. Mentions about the key differentiators that he has found, while donning the cap of an IT Service Management SME in the past and the cap of IT Services Senior Advisor in the present.5. Talks about the cultural differences which he has found with respect to the Corporate Industry in the US to that of Europe, having experienced both the cultures in the first hand.6. Mentions about the key initiatives taken by him to build and lead ServiceNow Process Mining Center of Excellence, while also supporting teams through training and coaching.7. Gives a deep elaboration pertaining to different skills of the ITSM space involving the likes of Process Optimization, Request Management, Root Cause Analysis, Compliance Regulations and Process Creation.8. Gives a deep overview of the Licenses and Certifications that he has been accoladed with and, the certifications which he would recommend to the people joining the ITSM space.9. Shares the success stories that he has experienced in his entire journey, to the listeners.