Carmen Johnson is the IT Strategy & Enablement Service Delivery Manager at Mallinckrodt Pharmaceuticals, based in Hazelwood, Missouri. In this role, Carmen plays a pivotal part in the IT Digital Strategy department, overseeing a team that manages Service Desk governance, Change Management, Problem Management and Knowledge management. Her experience spans working on cross-functional processes and projects, disaster recovery planning, and improving customer satisfaction through enhanced service delivery processes. Carmen's dedication to excellence is evident in their proactive approach to addressing issues and implementing solutions that enhance the overall efficiency of the IT service desk. Her collaborative spirit and commitment to continuous improvement. Prior to joining Mallinckrodt, Carmen worked with several hundred customers, over 20 years, implementing ITSM processes and tools to enable their companies to provide exceptional service to their customers. Carmen is dedicated to enhancing the customer experience at the Service Desk. She is spearheading the implementation of a new ITSM tool designed to revolutionize how users interact with IT services. This tool will feature a user-friendly self-service portal with an intuitive interface, making it easy for customers to find solutions independently. Additionally, the new Service Catalog will be meticulously aligned with business needs, ensuring that users have access to the most relevant and essential services. Through these initiatives, Carmen aims to create a more efficient, responsive, and satisfying experience for all users.

Presenting:

• Session 205: Driving Transformation through Experience Management and XLAs