Abdul Golden
Principal · Golden ITSM Advisory
20 years running enterprise ITSM across financial services, healthcare, energy, and consulting.
Practical experience where AI meets service management
Led vendor evaluations weighing AI-powered ITSM tooling against operational fit.
Evaluated and piloted AI/ML features inside ServiceNow as part of platform governance.
ITIL v4 certified — a framework that explicitly builds automation and AI into its service value system.
Built self-service and knowledge management programs that reduced ticket volume, the same mechanism AI-driven deflection depends on.
Results, not slideware
Detractor → Promoter
Took a service desk's Net Promoter Score from detractor to promoter by rebuilding the customer feedback process.
31% → 12%
Instituted ITIL-based Incident and Problem Management processes, cutting repeat incidents from 31% to 12% and change-related incidents from 25% to 13% over two years.
−74% in 6 mo
Reduced repeat incidents 74% in six months, introducing real-time alerting and monitoring to accelerate incident response.
+53–183% KPIs
Directed an 18-person ITSM team, improving every service desk KPI by 53% to 183% and cutting critical incident response time 62%.
Remedy → ServiceNow
Led an enterprise migration from HP Remedy to ServiceNow, designing 10 ITIL processes from scratch and reducing incident volume.
$3.2M / yr
Built an enterprise's first Release Management function and team from the ground up, then consolidated 9 disparate release management processes into one framework — $3.2M in annual savings.
Certifications & education
Certification
Master AI Agents
ITIL
Certified in Service Operation, Release Control & Validation, and Service Transition.
Process
Lean Six Sigma Green Belt.
Education
MS Computer Science; MBA Finance & Information Systems.