Jen Lichucki is an advisor supporting IT Infrastructure & Operations leaders on their most pressing key initiatives. Her coverage ranges from IT Service Management to People Operations. Specific topics she addresses include: IT Service Management (Service Catalog, Service Portfolio, Demand Management, Knowledge Management, Asset Management, Service Request, SLAs, OLAs, Service Level Management, Capacity Management, Availability Management,) ITIL (Incident, Problem, Change, Configuration, CMDB, Continuous Improvement), Business Value Metrics (KPIs, OKRs, IT Communications).
Developed and improved ITIL processes.
Increased employee satisfaction.
ITSM system implementation.
Service Desk leadership.
End-user experience.
American Family Insurance, Service Desk & Operations Manager, 2 years
INOC, LLC, Director, Client Integration, 2 years
QBE Insurance, VP IT Service Operations, 10 years
I&O Operations Management
MBA - Edgewood College
BA - Computer Information Systems/Math, Edgewood College
ITSM: ITIL, Incident, Problem, Change, Configuration, Continuous Improvement, Modernization
Service Desk Operations
ITAM: Policy, Hardware Asset Management
Customer Experience
Understanding the difference between ITAM and CMDB and how to get started with both.