Giovanni López Zavala

// projects

Projects

Real projects from each stage of my career: knowledge management and AI at TCS, global network operations and fifteen years of IT for logistics. Told without internal data.

Featured cases

A graph of connected knowledge articles, two of them flagged for review.
My part
Workflow design and governance
Platform
ServiceNow Knowledge
Scope
4,000+ articles, public and Service Desk knowledge bases
  • Knowledge governance

Flag Actions

The feedback loop the knowledge base was missing.

Challenge
With thousands of articles under maintenance, errors surfaced where nobody saw them: a broken link, a step that changed, a support group that no longer exists. Whoever noticed had no one to tell, and the article kept failing ticket after ticket.
Action
  • Designed a Flag Actions button inside every article with the five most common reports: broken link, update request, process change, wrong support group and duplicate article, plus a free-text field.
  • Every report creates an activity for the article owner and reaches them by email.
  • In the Service Desk, reports feed a monitoring and follow-up dashboard.
  • The owner validates, comments and fixes; the loop closes by notifying whoever reported it.
Result
Feedback stopped getting lost in chats and emails. Every report has an owner, visible tracking and a close-out with evidence. And people who flag something know it mattered, which is what makes them flag the next one.
What I learned

A knowledge base isn’t held up by a yearly audit but by hundreds of small, timely fixes. The job is to make fixing easier than ignoring.

A neural network with input, hidden and output layers.
My part
Strategy and oversight model
Platform
ServiceNow Now Assist and AI Search
Approach
Human-in-the-loop
  • Artificial intelligence

Human‑in‑the‑loop AI

Service Desk AI that only answers from current sources.

Challenge
Generative AI answers from whatever it finds. In a knowledge base of thousands of articles, current content lives next to drafts and retired procedures. Left unchecked, the AI can confidently write a step that no longer exists.
Action
  • Designed a human-in-the-loop model: the AI proposes and the agent reviews before sending.
  • Set the rule that the AI only uses published, current articles with an owner.
  • Tuned AI Search and analyzed zero-result searches to close content gaps.
  • Presented the strategy to leadership with a five-level maturity model and a three-horizon roadmap.
Result
Knowledge governance became the first quality control for AI: if the article is current, so is the answer. People review where the risk calls for it, and automation moves ahead where it’s safe.
What I learned

The useful question isn’t whether AI can be trusted, but where a person adds judgment. Designing that point is the job.

A crossed-out static form and five approved gates along a network cable.
My part
Process digitization
Platform
ServiceNow
Teams
Project, development, support, security and disaster recovery
  • Transition to operations

Operational acceptance

Operational Acceptance Process: from a static form to an approval workflow.

Challenge
When a new application reached production, the information needed to support it lived in static forms: documents filled in once, filed away and left to age. The Service Desk got the application before its manual.
Action
  • Turned the support-manual intake forms into a digital workflow inside ServiceNow.
  • Every application goes through review by project, development, support, security and disaster recovery.
  • Approved documentation becomes Service Desk knowledge from day one.
Result
The transition to operations no longer depends on loose documents: there’s a workflow, clear owners and evidence of every approval. The Service Desk gets the application with its manual, not after.
What I learned

The best time to document an application is before it fails for the first time.

More projects

Short cases from every stage of my career, from on-site support to global operations. Filter by stage.

11 projects

  • Tata Consultancy Services2024–today

    Knowledge KPI framework and maturity model

    Challenge
    Counting articles didn’t show whether knowledge actually helped resolve incidents.
    Action
    Defined a metrics framework (FCR, AHT, MTTR, CSAT and KCS deflection) with single definitions, a five-level maturity model and a three-horizon roadmap.
    Result
    Knowledge management is reported to the client with month-over-month comparable metrics and a clear evolution plan.
  • Tata Consultancy Services2024–today

    Resolution guides for high-volume incidents

    Challenge
    Recurring incidents, such as MFA on a new phone or cross-tenant access in Microsoft 365 and Teams, were solved differently by each agent.
    Action
    Wrote step-by-step guides validated with technical teams, backed by communication campaigns, hands-on assessments and QA guides for ticket documentation.
    Result
    Consistent answers from the first contact, better-documented tickets and a reliable base for AI to suggest the right steps.
  • Tata Consultancy Services2022–2024

    Store openings and consolidations on the SD-WAN

    Challenge
    Opening, refreshing or merging a global retailer’s stores without interrupting sales.
    Action
    Configured and commissioned Cisco Meraki routers, switches and access points to the client’s layouts, rebuilt networks when stores merged and decommissioned legacy devices.
    Result
    Stores running on the SD-WAN with documented configurations and legacy equipment retired in order.
  • Tata Consultancy Services2022–2024

    Network incidents with carriers in 28+ countries

    Challenge
    A link outage in another region means another language, another carrier and another time zone.
    Action
    End-to-end tracking in ServiceNow, escalation with aggregators and internet providers, and remote guidance for on-site technicians.
    Result
    Every incident had a visible owner until closure, and store and district managers stayed informed at each step.
  • Grupo SID Logistics2007–2022

    WMS integrated with SAP for 3PL clients

    Challenge
    Each client needed the warehouse WMS to talk to their SAP without manual data entry.
    Action
    As administrator and key user, I coordinated AS2/API interfaces, functional testing, new features and user training.
    Result
    Orders, inventory and confirmations flowing between systems, with trained users at every warehouse.
  • Grupo SID Logistics2007–2022

    Multi-site network for four warehouses

    Challenge
    Querétaro, Villahermosa, Monterrey and Mexicali had to run as a single network.
    Action
    Designed and ran the network with Cisco Meraki, wireless controllers, VLANs, site-to-site VPNs and point-to-point links.
    Result
    Stable connectivity between sites for the WMS, handheld scanners and daily operations.
  • Grupo SID Logistics2007–2022

    Power BI KPIs and automated reporting

    Challenge
    Operating KPIs were assembled by hand in spreadsheets.
    Action
    Built Power BI dashboards, connected Excel to databases and automated reports with macros and KPI websites.
    Result
    KPIs available without manual entry, and decisions made with current data.
  • Grupo SID Logistics2007–2022

    Intranets to document processes

    Challenge
    Procedures and support contacts lived in emails and in people’s heads.
    Action
    Built PHP and JavaScript intranets to document processes, procedures and vendor contacts.
    Result
    My first knowledge base, and where my current work began.
  • Grupo SID Logistics2007–2022

    IT assets, licensing and budget

    Challenge
    Without a reliable inventory there’s no budget and no orderly renewal.
    Action
    Ran the fixed-asset inventory, software licensing and email accounts, the annual IT budget and vendor relationships.
    Result
    An IT budget grounded in the inventory, and planned renewals instead of urgent ones.
  • Grupo SID Logistics2007–2022

    CCTV and access control in warehouses

    Challenge
    Warehouses hold third-party goods and need surveillance and access records.
    Action
    Installed and maintained CCTV systems, access controls and fingerprint time clocks across sites.
    Result
    Sites with continuous monitoring and a reliable record of who comes in and when.
  • PCNet2005–2006

    On-site technical support

    Challenge
    Clients with machines stopped by hardware or software failures.
    Action
    Diagnosed and repaired PCs, laptops, laser and label printers, working directly with each user.
    Result
    The foundation for everything that followed: understand the user’s problem first.

// let’s talk

Does your IT service need someone to take ownership?

I’m looking for leadership roles in IT service management, Service Desk, operations and knowledge management.

Go to the formLinkedIn
giovanni@lopezzavala.com

    Giovanni López Zavala
    Español