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ITIL®, PRINCE2®, AgilePM®, CASM®, DevOps®, Change Management, EBDP®, BRMP®

Karen is Principal Consultant at ALC Group in Singapore, where she is responsible for the business development, training and consultancy services in Singapore. Karen has been an IT Professional since 2000. She started as a software engineer involving in development projects before focusing on IT Service Management in 2002. She has many years of practitioner experience in ITIL® Process Implementation and Improvement. In particular, she set up a regional Service Desk and implemented several ITIL processes.

Prior to joining ALC, Karen has worked with multinational corporations in various industries including government agency, Supply Chain, Banking & Finance, Education and Training & Consultancy. Karen has knowledge and expertise in a wide coverage of industry best practices across multiple disciplines. As a Consultant, she hopes to use her passion and her experiences to enable organisations to create, deliver and experience value leveraging on industry best practices, through training and consultancy.

Achievements

  • Implemented Regional Service Desk, Incident Management, Problem Management and Change
  • Management Processes in APAC region, including the tool
  • Managed the operations at an outsourced Service Desk
  • Managed the transition of new IT Services to be supported at Service Desk
  • Managed 24x7 global Change Administration Team
  • Incident, Problem & Change Manager in Finance & Banking industry (2005 to 2010)
  • Service Level Management – define, document, agree, monitor, measure, report and review service levels of internal IT service providers
  • Continual Service Improvement for processes – input to improvement plans for Incident Management, Problem Management and Change Management

Consultancy

  • Process Maturity Assessment for Finance & Banking organisation (regional)
  • Process Maturity Assessment and Process Improvement Implementation for Agriculture, Maritime and Property organisations (regional)

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