Ayman Essmat Ayman is an ITIL Expert, and Project management Professional certified involved in ICT projects with specific expertise in ITIL/ITSM solution development and ITSM team formation. Ayman is proud of his history as an ITIL/ITSM team leader with scores of operational ITIL V3, 2011 processes to his credit and keenly understands how IT service management (ITSM) capabilities are designed, developed, and deployed. Detailed experience in service desk management, ITSM operating modeling, project management, and ITSM tools evaluation and implementation. Ayman has good experience performing process maturity assessments, gap analysis, IT service improvement programs planning, develop ITSM future state blueprint, and creating ITSM implementation roadmaps. Ayman as an ITIL accredited trainer has good experience in delivering ITIL training courses in foundation and intermediate level.