Beschreibung
TätigkeitenbeschreibungOperating Concept
Description:
· Definition of all operations processes internally, towards customers, R&D and suppliers
In detail:
Adapt and document ITIL and FITS processes, functions, job descriptions, work instructions for the IDA context.
Example:
Documentation of operations handbooks, processes and work instructions
Service design
Description:
· Service catalogue management
· Service level management
· Capacity management
· Availability management
· Service continuity management
· IS management
· Supplier management
Example:
Documentation of processes, roles & responsibilities, RACI, workflows and work instructions
Specific concept for catalogue, service level agreement
Service transition
Description:
· Transitions planning
· Change management
· Asset and configuration management
· Validation and testing
· Knowledge management
· Stakeholder management
Example:
Documentation of processes, roles & responsibilities, RACI, workflows and work instructions
Specific concept for release management.
Service operation
Description:
· Event management
· Incident and problem management
· Request fulfilment
· Access management
Example:
Documentation of processes, roles & responsibilities, RACI, workflows and work instructions
Specific organizational setup such as:
· Service desk
· Technical management
· Operations management
· Application management
Make best practice proposal for service operations interaction/communication.
Define requirements and support implementation of FITS framework and tool (ServiceNow)
adaptation, based on operations handbook.
Service continual improvement
Description:
· Service level management
· Service measurement, metrics
· Service reporting
· Knowledge management
Example:
Documentation of processes, roles & responsibilities, RACI, workflows and work instructions.
Specific concept for implementing CSI methodology, mindset and process.
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CV in english language please!
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Anforderungen
Boundary conditions
- Utilization of Industry standards such as ITIL, COBIT
- Adaptation of standard FITS.
- Definition of concept considering state of the art Cloud und Big Data technologies and related and required specific processes
(e.g. data ingest, data monitoring, capacity management, big data volume related processes)
- Consideration of not fully IT controlled processes (e.g. ownership, deliverables from and collaboration with Corporate Technology)
ITIL++++ (excellent), > 4 yrs.
PMO++++ (excellent), > 4 yrs.