Sergiu U.

Senior ITSM Consultant and ITIL Expert with 13+ years of experience leading IT Service Management transformations. Specialised in Service Design, CMDB implementations, and service-oriented operating models. Proven track record in organizational change, process optimization, and multi-vendor SIAM implementations. Adept at bridging Business and IT, translating complex requirements into actionable solutions for private companies and European institutions. Available for freelance contracts (full remote EU or hybrid BeNeLux).

Passionate about the intersection of AI and IT Service Management - actively exploring how AI is reshaping service delivery, decision-making, and operating models. I leverage AI tools in my consulting work to improve productivity and service quality - not as a developer, but as a forward-thinking practitioner who understands where the industry is heading.

Core Expertise:

· IT Service Management (ITSM) - ITIL Expert Certified (v3 & 4)

· Service Design & Organisational Transformation

· ServiceNow CSDM/CMDB Implementation

· Configuration Management & Asset Management

· SIAM - Service Integration and Management

· Multi-Vendor Environment Management

· Process Optimisation (Incident, Problem, Change, Release)

· Agile, DevOps & SAFe Methodologies

· AI-augmented Service Management

Experience in recent projects:

· Service-oriented organisational transformation (2025)

· ServiceNow CSDM/CMDB implementation (2024-2025)

· ServiceNow process implementation (2022-2023)

· Single Sign-On solution (2023-2024)

· Microfocus SMT projects (2021-2024)

· DevOps program - team member (2021 - 2023)