AI Agent | Chatbot | AI Automation Consultant & ITIL 4 Managing Professional

IT Business Management Consultant
Project ITIL consulting and project management
❖ Consultancy in IT service processes according to ITIL
❖ Management and coordination of IT projects (expansion of Citrix infrastructure, migration of MS Exchange, development of disaster data centre)

Business Management Consultant
Interim management project for the IT department (20 people)
❖ Professionalisation of IT service processes according to ITIL, analysis and
optimisation of incident, service request and change management
❖ Optimisation of the service desk
❖ Professional and technical design and implementation of ITSM processes
in the current ITSM suite (OTRS)
❖ Establishment of knowledge management
❖ Project management of migration and transformation projects

ITSM Process Engineer
Project Implementation and provision of an e-mail service based on
Microsoft Exchange
❖ Creation of standard documents and processes for the e-mail service in
Confluence
❖ Carrying out a needs, business impact and risk analysis
❖ Creation of an emergency plan
❖ Expansion of existing mechanisms and processes
❖ Development and expansion of automation processes in the request
fulfilment process (order management)
❖ Identification of interfaces and creation of cross-service solution concepts
❖ Analysing and creating the operating and administration concept for the
pilot operation of the project
❖ Creation of an operating manual
❖ Creation of a service-specific process description
❖ Elaboration of the service-specific SLA requirements
❖ Definition of functions and roles in the service-specific processes
❖ Customisation and expansion of the ITSM tool (MAXIMO)

Project Consulting support in projects for ITSM tool selection, planning,
implementation and optimisation
❖ Preparation and moderation of workshops
❖ Analysing and recording requirements and acceptance criteria
❖ Functional description and documentation of requirements for ITSM
processes in Confluence
❖ Further development and optimisation of IT service processes in Jira
❖ Creating technical specifications for ITSM tools
❖ Review of requirements and specifications
❖ Training and coaching of employees
❖ Monitoring quality requirements

IT Business Management Consultant
Project merger of 2 IT organisations, redesign of ITSM processes, selection
and implementation of ITSM system
❖ Process consulting according to ITIL v3- Recording and analysis of ITSM
processes from 2 organisations
❖ Consultancy and redesign of ITSM processes
❖ Definition of interfaces
❖ Market analysis and selection of ITSM providers
❖ Preparation of tender documents (RfI/RfP)
❖ Evaluation of the provider information and realisation of the tendering
process
❖ Preparation of detailed POC documentation
❖ Realisation of provider workshops
❖ Final evaluation and presentation of the tool recommendation
❖ Architecture and GAP analysis for the implementation of the ITSM tool
❖ Coordination of the migration of the old system (Axios assyst)
❖ Implementation of new system (USU Valuemation)

IT Business Management Consultant
Project process consulting and interim team lead for IT service request
management (8 people)
❖ Process consulting according to ITIL v3
❖ Consulting on request fulfilment and incident management processes
❖ Definition of interfaces to other processes
❖ Development and coordination of the team
❖ Knowledge transfer and coaching of tasks
❖ Establishment of a continuous improvement process
❖ Technical management and disciplinary leadership of employees

Project consulting and coaching in the field of IT service management
❖ Process consulting according to ITIL v3
❖ Actual analysis of the service portfolio of communication systems
❖ Creation and documentation of services and SLAs in Confluence
❖ Creation of matrices for service allocation to service providers
❖ Provision of implementation guidelines
❖ Workshops and interviews to validate results

IT Business Management Consultant
Project consulting and coaching in the area of IT service management
❖ Process consulting according to ITIL and COBIT
❖ Optimisation of ITSM processes
❖ Development of KPI and metrics for control purposes
❖ Centralisation of the service desk
❖ Introduction of comprehensive control instruments
❖ Expansion and configuration of the existing ITSM tool Jira Service Desk
❖ Development of a knowledge database in Confluence

IT Business Management Consultant
Project consulting and coaching in the area of IT service management
❖ Process consulting according to ITIL and COBIT
❖ Optimisation of ITSM processes
❖ Development of KPI and metrics for control
❖ Establishment of service desk, first and second level
❖ Introduction of comprehensive control instruments and SLAs
❖ Expansion and optimisation of the ITSM tool (HEAT from ivanti)

ITIL Lead and Project Manager Transition
Project Transition BI Application Support (Infosys Ltd.)
❖ Project management of the transition for ITSM processes BI platform
❖ Analysis and documentation of the Current Model of Operation
❖ Planning and coordination for the implementation of the Future Model of
Operation
❖ Management of knowledge transfer for structures and processes
❖ Design and operational implementation of the release and deployment
management process across all BI applications
❖ Elaboration of the service transfer points to all stakeholders
❖ Conducting workshops on operational integration methods and tools
❖ Creation of project and process documentation

IT Project Manager and IT Business Management Consultant
Project Optimisation of the ITSM change process
❖ Analysis and visualisation of the ACTUAL process
❖ Definition and implementation of the TARGET process according to ITIL v3
❖ Identification of suitable measures and best practices for Process
improvement and change of the organisational structure
❖ Agile management of the overall project
❖ Establishing and anchoring a CIP in the organisation

IT Business Management Consultant
Project introduction and optimisation of ITIL service processes - change,
test, release and deployment management
❖ Analysis and visualisation of the actual processes
❖ Maturity level determination (assessments)
❖ Definition of target processes and their coordination with stakeholders
❖ Development of process profiles
❖ Support in the implementation of defined roles and processes
❖ Development and optimisation of process interfaces- Quality assurance of result types and work packages for the implementation of process optimisation
❖ Training, communication and presentation of process changes
❖ Coaching the operational units in project management as well as change,
test, release and deployment management

IT Project Manager Infrastructure
Project 4 sub-projects private cloud computing (approx. 2,500PT)
❖ Support of the programme management
❖ Analysing the project requirements of the individual customers
❖ Resource planning in the 4 projects
❖ Management of external suppliers and subcontractors
❖ Comprehensive risk and issue management
❖ Project management according to SEP and CMMI benefit packages
❖ Project planning, implementation and cost control
❖ Project costing, planning and coordination of technical areas of expertise
❖ Responsibility for ITIL service transition processes

IT Project Manager Software
Project Java web application for operational work accident recording
(approx. 300PT)
MS SharePoint application for group regulations (approx. 800PT)
❖ Overall project management of the projects
❖ Project management according to SEP and CMMI benefit packages
❖ Requirements management and support of specifications
❖ Project planning, implementation and cost control
❖ Release and deployment management
❖ Project costing, planning and coordination of technical areas of expertise
❖ Responsibility for ITIL service operation processes