About Author & Technical Reviewer
Sankarsan Biswas is a seasoned IT professional with over three decades of rich experience in the industry. As an ITIL Master, ITIL 4 Managing Professional and ITIL 4 Strategic Leader, and an ITIL V3 Expert, Sankarsan brings a wealth of expertise to the table. His dedication to driving enterprise transformations is evident through his commitment to leveraging renowned governance frameworks such as ITIL and COBIT.
Throughout his career, Sankarsan has demonstrated proficiency in various areas including IT Service Management (ITSM), data center operations, service desk management, project and program management, cloud computing, and disaster recovery/business continuity planning. His skill set also encompasses leadership, global service delivery, vendor management, and exceptional people management Skills.
Sankarsan's professional journey includes significant achievements such as completing ITSM consultancy assignments for multinational corporations, managing ITSM process review engagements for financial organizations, and implementing ITIL governance models in service delivery. He has successfully managed end-to-end service delivery and infrastructure support for global clients, emphasizing service level management and service desk operations.
With a career contour spanning across roles such as ITSM consultant, project manager, practice head, freelance ITIL trainer, and academic head, Sankarsan has acquired a diverse skill set and industry knowledge. He has contributed to the development of ITSM practices, supported business development initiatives, led work delivery, managed client relationships, and facilitated training and development programs.
Sankarsan's academic background includes a Bachelor of Science in Mathematicsfrom Mumbai University, complemented by a range of professional certifications including ITIL Master, ITIL 4 Strategic Leader, ITIL 4 Managing Professional, ITIL V3 Expert, and COBIT Foundation, among others. He has also pursued courses in ISO lead auditing, cloud computing, and IT service management.
Beyond his professional endeavors, Sankarsan is multilingual, proficient in Bengali,English, Hindi, and Marathi. He resides in Kolkata and remains dedicated to driving excellence in IT service management, contributing his expertise to organizational growth and success.
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ABOUT TECHNICAL REVIEWER
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Michael works as an Expert Director for Imhoff Consult with a primary focus onITSM. With 40 years of experience in the IT industry, he has held roles ranging from developer to consultant, assessor, instructor, and mentor. Certified in various frameworks, including ITIL, COBIT, SIAM, PRINCE2, and Prosci ChangeManagement Practitioner, he delivers training and assessments as an accredited instructor and assessor for ITIL and SIAM. As an ITSM consultant, he has been part of small engagements and projects ranging from a few days to several years in both very small and large global IT organizations.
Michael’s passion for sharing knowledge and enabling others to improve has led him to engage in volunteer work. He served on the board of the IT Service Management Forum Denmark for a decade, participated in several sub-committees and working groups locally and globally, spent three years on the IT Service Management Forum International Executive Board, and five years as a SIAM network facilitator at theDanish IT Society. In addition, he has been a reviewer of several publications, including ITIL V3 Service Operation, Service Design, and ITIL4 Drive Stakeholder Value. Michael was also part of the translation team of the ITIL V3 Glossary and the ITIL Foundation Handbook into Danish.
In 2013, Michael’s background, experience, and involvement earned him the distinction of Fellow in Service Management from The priSM Institute.