Analyse und Neugestaltung Service Catalogue Management Prozess und Governance.

Analyse des internen Service Desk für DACH und des Provider Service Desks in Bezug auf Effizienz, Reifegrad und Prozessen mit dem Ziel der kontinuierlichen Verbesserung und Steigerung der Kundenzufriedenheit.

? Analyse

? Identifikation der Optimierungspotentiale

? Bedarfsplanung

? Priorisierung mit Auftraggeber

? Planung Umsetzung

? Managen der Maßnahmen

Two parallel migrations of IT Services for two different customers in banking sector. Leading sub projects General Services and operations

Manage in collaboration with the customers definitions and agreements to fulfill the contract. Perform workshops and meetings to meet the customer expectations. Project responsibility for the areas

• IT Service Management processes based on ITIL
• Reporting
• ITSM Tools
• Licence Management
• Service Desk

Schwerpunkt 

Kontinuierliche Verbesserung für das Erbringen von IT 

Services für 15000 Mitarbeiter weltweit.

? Reporting ServiceNow

? Dashboard Design

? Identifikation von Service Verbesserungen

? ServiceNow Implementation aus Endkundensicht

? Definition von CSI -Aktivitäten

? Management von outsourced Service Desk

? Management von OnSite Support

? IT-Service Management Awareness

? User Satisfaction

Two parallel migrations of IT Services for two different customers in banking sector. Leading sub projects General Services and operations

Manage in collaboration with the customers definitions and agreements to fulfill the contract. Perform workshops and meetings to meet the customer expectations. Project responsibility for the areas

• Governance
• IT Service Management processes based on ITIL
• Reporting
• Identity and Access Management
• ITSM Tools
• Licence Management
• Service Desk
• OnSite Support
• IT Security

Definition and Implementation of an ITIL-based Process Management Systems covering company requirements. Definition of Group IT Process Landscape, Guidelines, Policies and Process Documentation incl. Work Flows. Management of Workshops on Management Level, activity tracking.

• Definition and Implementations Problem Management
• Re-Design Incident Management
• Re-Design Service Request Fulfilment
• Improvement Capacity Management
• Re-approach Configuration Management
• Initialisation, Definition and Implementation Availability Management
• Process Maturity and Prioritization

Provision of consulting services about ITIL Service Integration and Management:

• Get to know the current processes at customer during workshops onsite
• Verify if processes align with ITIL
• Design of Operational Handbook
• Adjust processes if needed together with customer
• Document these processes e.g.:
• Change Management, Incident Management, Service Asset Management, Configuration Management
• Jointly agree and define Service Level Agreements and KPIs with customer (Evonik Industries)
• Enable Implementation of
• Continuously Service Improvement
• Demand Management
• Capacity Management
• Knowledge Management
• Jointly agree on solution regarding eBonding (ServiceNow, AOTS, HPE Service Manager)
• Mediate and control Third Party (Reliance ACSN) matters for outsourced Services

• Establishing and maintaining Quality Management System (ISO 9001, ITIL, ISO 20000, CMMI, Process
  Framework)
• Responsible as Process Manager for a couple of processes incl. KPI definition (Incident Management,
  Service Request Management, Problem Management, etc.)
• Performing in-house mediation
• Performing audits of different kinds
• Performing Quality and Process Management awareness trainings (Germany, Hungary, Ghana, etc.)
• Performing SOX S404 walkthroughs and testing

Specialist Standardization Office IT (Apr 2006 – Mar 2007)

• Managing process harmonization for internal outsourced Office IT teams within Europe
• Managing Group internal audits and remediation
• Responsible for Software standardization process

Specialist Standardization Technology (Jul 2001 – Mar 2006)

• Implementation of ADONIS Process Management toolkit for Vodafone D2 (trainings, administration,
  tool-development, key-user support, key-user community)
• Establishing and maintaining Quality Management System D2-Excellence
• Implementation of Portfolio Management Process
• Managing process improvement projects with strong customer focus

• Responsible for managing a team of 85 fitters and certified engineers
• Accountable for mining operations up to 7x24h
• Responsible for safety & health, team development and budget

• Implementation of Preventive Maintenance by vibration analysis BW Hugo
• Responsible for budget, managing pilot

• Leading a team of 25 fitters and certified engineers
• Responsible for production

• Responsible for coal mining operations
• Monitoring production