Mikail Dogan

As part of the Group CMDB transformation and improvement initiative, a mission to strengthen IT data governance, enhance the reliability of the ServiceNow CMDB, and ensure alignment with the CSDM model.

Acted as CMDB Business Analyst and ITSM Project Manager, playing a key role in data structuring, ServiceNow functional oversight, and preparation of the target Group CMDB.

Analysis, collection, and structuring of Configuration Items (CI): networks, servers, workstations, software

Contribution to defining the target CMDB data model, aligned with ServiceNow CSDM

Writing user stories, functional specifications, and acceptance criteria

Performing CMDB mappings (sources → ServiceNow) and defining CI identification, consistency, and relationship rules

Functional oversight of ServiceNow evolutions and challenging technical choices

Conducting functional tests and UATs, tracking corrections

Support for go-live and writing operational functional documentation

ServiceNow · CMDB · ITSM · CSDM · Data Governance · Data Mapping · Business Analyst · ITSM Project Manager · Data Quality

In a context of strengthening IT governance and continuous improvement of ServiceNow CMDB quality, a mission to improve the reliability of data supporting ITSM processes within TotalEnergies Global IT Services (TGITS).

Acted as ITSM Project Manager / ServiceNow PMO, with a cross-functional role covering CMDB governance oversight, data quality, and IT team coordination.

Oversight of ServiceNow CMDB governance and facilitation of review committees

Definition, implementation, and monitoring of CMDB quality KPIs

Regular quality checks and identification of non-compliant CIs

Definition, prioritization, and monitoring of corrective action plans

Support for IT teams on CMDB and ITSM best practices

Contribution to the continuous improvement of IT data quality and reliability

Significant reduction in CMDB non-compliance

Measurable improvement in the quality and completeness of Configuration Items

ServiceNow · CMDB · ITSM · ServiceNow PMO · ITSM Project Manager · Data Quality · IT Governance · KPI

As part of strengthening IT project governance and managing commitments in the public sector, the DTNUM established a framework for overseeing the IT infrastructure project portfolio, incorporating planning, budget, compliance, and security aspects.

Acted as PMO / IT Infrastructure Project Manager, with a cross-functional role in scoping, management, and coordination, aiming to secure project execution and improve overall portfolio performance.

Structuring and oversight of the IT infrastructure project portfolio

Project scoping: scope, schedule, resources, risks, and dependencies

Monitoring of budget, costs, deadlines, and deliverable quality

Implementation of PMO monitoring indicators and reporting

Coordination of service providers and internal teams

Facilitation of steering committees and governance bodies

Contribution to project security compliance and ITIL best practices application

Improved control over project costs, deadlines, and quality

Strengthened IS governance and security compliance

Enhanced visibility, prioritization, and management of the project portfolio

PMO · IT Project Manager · Project Management · IS Governance · IT Infrastructure · ITIL · Public Sector · Reporting · Risk Management