ITIL process implementation
Hopitaux Robert Schuman
(Pharma und Medizintechnik, 1000-5000 Mitarbeiter)
Schlagwörter
Skills
PMI, Prince 2, Agile/Scrum, Enterprise Architecture, TOGAF, CMMI, ITIL, DevOps Business, BPMN, VACD, ITSM, ServiceNow, Omnitracker, HP ServiceAnywhere, HP ServiceManager, iTop, Axiossystems Assyst, BMC Remedy ARS, Jira Servicedesk & ITSM, EasyVista, MS Service Manager, ARIS, Enterprise Architect, Kanban, SCRUM, DevOps,
Projekthistorie
02/2020
-
bis jetzt
ITIL process assessment and implementation:
Incident Management, Problem Management, Change Management, Service Catalog Management, Request Fulfilment Management, CMDB
Tool transfer from HP ServiceManager to JIRA ITSM
Incident Management, Problem Management, Change Management, Service Catalog Management, Request Fulfilment Management, CMDB
Tool transfer from HP ServiceManager to JIRA ITSM
01/2010
-
bis jetzt
Various ITIL process implementations in banks, healthcare organisations, public organisations, print & mediaetc.
VAriuos
(Sonstiges, 250-500 Mitarbeiter)
Details on request, here are some customers:
Luxemburger Wort (print media, 1.800 employees)
Zithaklinik (healthcare, 750 employees)
SNCT/SNCA (public organisations, 500 employees)
Nord LB (finance, 300 employees)
LRI (finance, 250 employees)
European Depository Bank (finance, 200 employees)
Laboratoire Reunis (healthcare, 300 employees)
Envrionments: ServiceNow, iTop, BMC Remedy, HP ServiceManager, Jira, Servicedeskplus, Topdesk
Luxemburger Wort (print media, 1.800 employees)
Zithaklinik (healthcare, 750 employees)
SNCT/SNCA (public organisations, 500 employees)
Nord LB (finance, 300 employees)
LRI (finance, 250 employees)
European Depository Bank (finance, 200 employees)
Laboratoire Reunis (healthcare, 300 employees)
Envrionments: ServiceNow, iTop, BMC Remedy, HP ServiceManager, Jira, Servicedeskplus, Topdesk
02/2017
-
12/2020
ITIL process implementation, business process analysis and re-engineering
Advanzia Bank SA
(Banken und Finanzdienstleistungen, 250-500 Mitarbeiter)
Role: ITIL process expert, business process expert
Period: 2017 - 2020
Mission summary: • Process Maturity assessment, Set up of IM, CHM, RFM, CMDB, SCM, SSP, Continuous Service improvement (CSI),
• RFP for new ITSM tool incl. 200 requirements, vendor shortlisting and ManCom presentation
• Change Manager (12 months) and Major Incident process Manager (8 months)
• Business process analysis and re-engineering: documentation, analysis of AS-IS processes (customer journey end-to-end), Value Stream Mapping, re-engineering for TO-BE process (increased process resilience and measurement via KPI)
Environment: ITSM tool Omnitracker, ServiceNow
08/2016
-
12/2019
ITIL process implementation
SES Astra
(Telekommunikation, 1000-5000 Mitarbeiter)
Mission summary:
• RFP and independent tool selection
• Implementation of processes: Incident Management (IM), Problem Management (PM), Change Management (CHM), Request fulfilment Management (RFM), Configuration Management (CM), Service Catalog Management (SCM), Service Level Management (SLM), Knowledge Management (KM), Self-Service portal for end users (SSP)
• Dashboard and KPI design
• Process trainings for 200 + IT employees
Environment: Altiris, ServiceNow
• RFP and independent tool selection
• Implementation of processes: Incident Management (IM), Problem Management (PM), Change Management (CHM), Request fulfilment Management (RFM), Configuration Management (CM), Service Catalog Management (SCM), Service Level Management (SLM), Knowledge Management (KM), Self-Service portal for end users (SSP)
• Dashboard and KPI design
• Process trainings for 200 + IT employees
Environment: Altiris, ServiceNow
01/2018
-
09/2018
ITIL process expert
Mitsubishi Bank
(Banken und Finanzdienstleistungen, 250-500 Mitarbeiter)
Experience 7 Project: IT Servicedesk outsourcing
Company: Mitsubishi Bank
Role: ITIL process expert
Period: 2018
Mission summary:
* RFP for outsourced IT Services (Service Desk function)
* Redesign of IM, RFM, SSP
Environment : ServiceNow
Experience 8 Project: ITIL process implementation & process outsourcing
Company: Mitsubishi Bank
Role: ITIL process expert
Period: 2018
Mission summary:
* RFP for outsourced IT Services (Service Desk function)
* Redesign of IM, RFM, SSP
Environment : ServiceNow
Experience 8 Project: ITIL process implementation & process outsourcing
01/2014
-
12/2017
ITIL process implementation
Luxair Group
(Transport und Logistik, 1000-5000 Mitarbeiter)
Mission summary:
2014: Process Maturity assessment, Set up of Incident Management, Change Management, RFP for new ITSM tool
2015: new ITSM tool implementation, IM & CHM
2016: added Problem Management, Service Catalog Management & Request fulfilment Management
2017: added CMDB & SLA Management
Environment: Move from BMC remedy to Alemba vFire
2014: Process Maturity assessment, Set up of Incident Management, Change Management, RFP for new ITSM tool
2015: new ITSM tool implementation, IM & CHM
2016: added Problem Management, Service Catalog Management & Request fulfilment Management
2017: added CMDB & SLA Management
Environment: Move from BMC remedy to Alemba vFire
01/2010
-
12/2015
ITIL process implementation
Centre de Technologie de l'Etat, CTIE
(Öffentlicher Dienst, >10.000 Mitarbeiter)
Mission summary:
2010: Process & ITSM tool assessment, RFP for new ITSM tool
2011: implementation of new Servicedesk & Incident Management processes & new ITSM tool
2012 - 2015: extended processes to IT Asset Management & CMDB
Environment: BMC Remedy, Axios Assyst
2010: Process & ITSM tool assessment, RFP for new ITSM tool
2011: implementation of new Servicedesk & Incident Management processes & new ITSM tool
2012 - 2015: extended processes to IT Asset Management & CMDB
Environment: BMC Remedy, Axios Assyst
Reisebereitschaft
Weltweit verfügbar
Only remote or with 150 Km reach of Trier
