Monitoring and event management, alert triage and escalation routing, incident management and major incident command, problem management and RCA, known error management, change enablement, CAB coordination, release management, ServiceNow platform ownership, CMDB and configuration management, asset management, service catalog management, reporting and analytics, service modeling and service design, ITIL workflow design, observability design, automation and runbook design, knowledge management, continual improvement. The Director, IT Service Management (ITSM) is a strategic leadership role responsible for building and leading an ITIL-aligned ITSM service tower and making ServiceNow a trusted system of record for service execution, controls, and performance.