Madhu Dora is a ServiceNow Solution Architect at Ejada, offering over 20 years of expertise in Service Management (BSM/IT/ESM) and IT Operations Management (ITOM). His professional focus is on ITSM and ITOM process tools, leveraging significant experience with both ServiceNow and BMC Helix/Remedy products. Madhu plays a key role in digital transformation projects, serving as a solution Architect to analyze customer requirements, business drivers, and develop strategic solution architecture and program definitions. He has a proven history of successful implementations across IT, Banking, Telecommunications, and Education sectors, working for 16 years in Saudi Arabia and 4 years in Finland. He excels at creating astounding solutions that meet client business values. He drives the development and implementation of ITSM, ITOM, and CSM strategies. Madhu is highly certified, holding certifications in ServiceNow (ITSM+ITOM), covering Discovery, Service Mapping, and Event Management, and is also certified in ITIL V4 CDS+DITS which helps digital transformation projects.