Establish robust PMO governance frameworks and optimize ITSM/ServiceNow workflows to eliminate SLA breaches, automate ticket handling, and drive continuous service delivery improvement.

What you will get: • PMO Governance Framework: Structured operational governance, reporting protocols, and multi-tier escalation matrix. • ITSM & ServiceNow Workflow Audit: Detailed review of Incident, Problem, and Change Management workflows to locate delay bottlenecks. • SLA & KPI Tracking System: Custom SLA tiering structure and dashboard metrics layout (Power BI / ServiceNow). • Standardized Incident & ITIL SOPs: Step-by-step procedures for service desk teams to boost First Contact Resolution (FCR) and lower MTTR. • Continuous Improvement Roadmap: Strategic recommendations for ongoing workflow automation and service optimization.