AREA / 01
ServiceNow platform governance
Platform roadmap, backlog and change control, standards, solution reviews, functional acceptance and technical debt prevention.
GovernanceRoadmapSolution quality
IT SERVICE MANAGEMENT · PLATFORM GOVERNANCE
Making IT services work.
Making platforms last.
I'm Carlos Pérez Aznar, an IT Service Management professional with over 20 years of experience. I bring together operations, ITSM processes and ServiceNow platform governance to help technology serve the business.
Based in Madrid, Spain · Working across business and technology
Carlos Pérez AznarITSM · ServiceNow · Platform Governance
20+years in enterprise IT service management
2019first professional experience with ServiceNow
ITSM / CSM / CMDBplatform capabilities, processes and governance
01 / My approach
Technology is part of the answer.
Service is the point.
My career has taken me from infrastructure and support to ITSM consulting, platform administration and ServiceNow ownership. That range gives me a practical understanding of how decisions made on a platform affect the people and services that depend on it.
I focus on aligning service needs, technical delivery and sustainable governance — not simply adding functionality.
01Understand the service before designing the workflow.
02Make change manageable through standards and quality controls.
03Connect business and technical teams around clear priorities.
02 / Areas of focus
Where I add value.
A blend of service management experience, functional platform knowledge and governance responsibilities.
AREA / 02
ITSM, CSM & CMDB
Service Catalog, Incident, Change, Problem and Knowledge processes, CMDB, workflows and practical platform configuration.
ITSM / CSMCMDBWorkflows
AREA / 03
Delivery & service quality
Vendor and stakeholder coordination, SLAs/KPIs, integrations, upgrades, UAT, regression testing and release readiness.
PartnersSLAs / KPIsUAT / ATF
03 / Selected experience
From strategy to execution.
Representative examples from enterprise environments, based on responsibilities in my professional experience.
Platform ownership / Governance
Keeping enterprise platform evolution under control
At COS, supporting Enagás, I worked on ServiceNow governance and roadmap alignment, backlog prioritisation, provider follow-up, release quality and functional validation across ITSM, CSM and CMDB.
ITSM integration / Delivery
Connecting ServiceNow and Jira workflows
At NTT DATA, I led the delivery of a ServiceNow–Jira integration to automate ticket creation and synchronise workflows, alongside ITSM and CMDB administration and testing.
Service design / Platform administration
Turning requests into maintainable services
At Inetum, supporting Repsol, I configured catalog items, approvals and workflows while administering ITSM, CMDB and Knowledge Management capabilities.
These are descriptions of professional responsibilities, not client-endorsed case studies or claims of quantified business outcomes.
04 / Professional journey
A perspective built over time.
From service operations and enterprise infrastructure to ITSM platforms, business analysis and governance.
2024–2026
ServiceNow Platform Owner / Business Analyst
COS · EnagásPlatform governance, roadmap, vendors, change management, solution validation and stakeholder alignment.
2023–2024
ServiceNow ITSM Consultant / ISE
NTT DATA · SAREB & CaixaBankServiceNow–Jira integration, core ITSM and CMDB administration, ATF and regression testing.
2021–2023
Project Manager & Developer
VinotopiasWeb and e-commerce delivery, digital initiatives, Agile practices and project coordination.
2019–2021
ServiceNow ITSM Consultant / Administrator
Inetum · Repsol / EULENServiceNow administration, ITSM and CMDB, catalogs, workflows and service operations.
2011–2019
System Administrator & VIP Support
Inetum · Spanish ParliamentBusiness-critical infrastructure, stakeholder support and service ownership in an institutional environment.
2005–2011
BMC Remedy ITSM Consultant / System Administrator
Inetum / IECISA · Bankinter / El Corte InglésIncident, Request, Change and Problem processes; service performance reporting and SLA analysis.
05 / Perspective
Good platforms need good questions.
Beyond tools and modules, I am interested in the choices that make service management useful, sustainable and easier to operate.
01Governance should enable delivery
Standards, clear ownership and quality reviews can help teams move with confidence. The goal is not more bureaucracy, but fewer avoidable surprises and less technical debt.
02A CMDB needs a purpose
Its usefulness depends on reliable data and relationships that support operations, incident analysis and change decisions—not merely the number of records it contains.
03Simplify before automating
Before turning an existing process into a workflow, understand what the business needs, which steps add value and what should be removed.
Initial editorial perspectives for this website — not a list of previously published articles.
06 / Let's connect
Better services start with better conversations.
Interested in exchanging ideas about ITSM, ServiceNow platform governance or the connection between service ownership, technology and business priorities? I'd be glad to hear from you.