Anna Bialek

Accenture Strategy/Capability Network - Resources

II) Lead Change Manager for IT Business Management Programme + Role Based reporting setup/emedding for Customer in Oil&Gas Industry (1,6 mln $)
- Strategy alignment
- Stakeholders Management
- Managing the the streams of:
a. Embedding in Communities
b. Training
c. Visual refresh
- Lifecycle Portfolio Management stream support
- Managing Communities resistance
- Embedding of an IT cost transparency toolset & role based reporting

I) Information Risk Management Programme for Customer in Oil&Gas Industry
1. Central Change Management - Identity and Access Management stream
2. Business Change Management in Projects & Technology division
3. Business Project Management in Projects & Technology division

- Service Management & Integration
- Design and redesign of ITIL based services
- Recommendations for transformation and KPI set
- New services development
- Value stream mapping
- LEAN consulting
- Sales offers design and preparation
- Process documentation & flows
- Operating models
- Trainer

- Impact and risk assesment for IT&S changes in Americas region
- Compliance process support & improvement
- Post Implementation Reviews process support, improvement and reporting
- Leading Change Advisory Board (CAB), preparing agenda and meeting minutes
- Cooperation on root cause analysis with Problem Management
- Reporting and statistics preparation from Change Management Process
- High complexity presentations development
- Continuous Service Improvement

- Problem Control – Identify the root cause.
- Known Error Control – Progressing known errors until they are eliminated by the successful implementation of a change.
- Trend Analysis – Identifying recurring incidents with appropriate recommendations to prevent a recurrence.
- Chairing Monthly Problem Review meetings with Service Delivery Managers/resolving teams an involvement with ad hoc Major Problem Reviews
- Regular liaison with Service Delivery Managers/resolving teams
- Management Information – Compilation and presentation of findings within Monthly/Quarterly reports
- Sharing information regarding implementation of solutions to appropriate parties (i.e. other Problem Managers, SDMs, Delivery Units etc.)
- Developing and maintaining the Problem Management Process
- Developing and maintaining an understanding of the Customers’ service requirements and influencing factors

Owner of improvement process within Incident Management
- High Priorities incidents resolution coordination
- Managing incidents according to agreed service levels
- Managing Call Chases & escalating to resolvers
- Supervising incidents escalated from Incident Handlers / chasing
- Progressing incidents/service requests currently owned by Service Desk
- Broadcasting incidents and their resolution progress to Client and IT
- Co-ordinating work of multiple resolving groups Worldwide
- Cooperating closely with 1st, 2nd and 3rd Line support, Problem and Change Management

for: Astellas, TXU, The Princeton Review, Westward Pharma, Butterball, Farmland Foods

- Incident recording and classification
- Initial support and use of all available systems and knowledge tools to provide a quick resolution, or work-around for escalations.
- Routing of unresolved Incidents to correct 2nd/3rd-Line Support (Incident Resolvers)
- Correct escalation of Incidents (i.e. identification of a Major Incident or a Problem) and Incident Closure (re First time fix and fixed at desk incident)