DEEPAK DSOUZA

Experienced ServiceNow ITOM Consultant and Subject Matter Expert (SME) with over 20 years of IT experience, including 10+ years specialising in the ServiceNow platform, delivering large-scale digital transformation programmes across Aviation, Telecommunications, Aerospace, Pharmaceuticals, Insurance, and other enterprise sectors. Expertise spans ITOM, CMDB, CSDM 4.0, Discovery, Service Mapping, Event Management, AIOps, ITSM, and ITAM, enabling organisations to establish service-centric operating models, improve operational resilience, and gain greater visibility of critical business services. Proven track record in designing, implementing, and governing CSDM-aligned CMDBs, creating trusted relationships between business capabilities, services, applications, and underlying infrastructure. Skilled in partnering with Enterprise Architects, Service Owners, and Operations teams to deliver scalable ServiceNow solutions that enhance service visibility, strengthen change impact analysis, improve service assurance, and support data-driven operational decision-making. Recognised for leading complex ITOM and Service Mapping initiatives, driving CMDB maturity, and enabling AIOps capabilities through effective Event Management, alert correlation, and service-aware operational monitoring, resulting in improved service health, reduced operational noise, and increased efficiency across enterprise environments.

• ServiceNow Certified System Administrator
• ServiceNow Certified Implementation Specialist - CSDM/CMDB Data Foundation
• ServiceNow Certified Implementation Specialist - IT Service Management
• ServiceNow Certified Implementation Specialist - Service Mapping
• ServiceNow Certified Implementation Specialist - Event Management
• ServiceNow Certified Implementation Specialist - Discovery
• ServiceNow Certified Implementation Specialist - Hardware Asset Management
• ServiceNow Certified Implementation Specialist - Field Service Management
• ServiceNow Certified Implementation Specialist - Certified Application Developer
• ServiceNow Certified Implementation Specialist - Customer Service Management