Profileimage by Michael Buente ITIL/ITSM process expert, ServiceNow implementation, Business process analyst from Esch

Michael Bünte

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Last update: 21.09.2021

ITIL/ITSM process expert, ServiceNow implementation, Business process analyst

Company: QPark Consulting
Graduation: not provided
Hourly-/Daily rates: show
Depends on mission size, remote rate possible
Languages: German (Native or Bilingual) | English (Full Professional) | French (Limited professional)

Attachments

CV_MichaelBuente_20210201_BPM_ITIL.pdf

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,

Project history

02/2020 - Present
ITIL process implementation
Hopitaux Robert Schuman (1000-5000 employees)
Pharmaceuticals and medical technology
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

01/2010 - Present
Various ITIL process implementations in banks, healthcare organisations, public organisations, print & mediaetc.
VAriuos (250-500 employees)
Other
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

02/2017 - 12/2020
ITIL process implementation, business process analysis and re-engineering
Advanzia Bank SA (250-500 employees)
Banks and financial services

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 (1000-5000 employees)
Telecommunications
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

01/2018 - 09/2018
ITIL process expert
Mitsubishi Bank (250-500 employees)
Banks and financial services
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

01/2014 - 12/2017
ITIL process implementation
Luxair Group (1000-5000 employees)
Transport and Logistics
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

01/2010 - 12/2015
ITIL process implementation
Centre de Technologie de l'Etat, CTIE (>10.000 employees)
Public service
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

Time and spatial flexibility

Only remote or with 150 Km reach of Trier

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