Andreas Zimmermann - ITSM Operations Setup: ITSM Consultant / Project Manager

Munich, Germany

Experience

May 2024 - Present

1 year 3 months

ITSM Operations Setup: ITSM Consultant / Project Manager

Industrial Company

Developing ITSM and governance policies
Training/coaching IT staff
Supplier management (definition, SLA and contract monitoring)
Defining and optimizing ITSM processes (Incident, Problem, Change, Service Request, Security, Service Continuity, ITAM…)
Optimizing the IT operating model (service desk, support structures, metrics, reporting…)
Automating process workflows
Implementing processes/workflows in Jira Service Management
Building a user portal
Defining/creating the service catalog and services
Designing the CMS/CMDB
IT audit for TISAX certification
Environment: ITIL4/ITSM, IT4IT, Jira/Confluence, project management, BPMN

Apr 2023 - Nov 2024

1 year 8 months

ITSM Operations Setup: Service Manager / Project Manager

IT Service Provider Healthcare

Transitioning IT services
Operational service management/operations management
Supplier management (definition, SLA and contract monitoring)
Defining and optimizing ITSM processes (Incident, Problem, Change, Service Request…)
Optimizing the IT operating model (service desk, support structures, metrics, reporting…)
Developing ITSM and governance policies
Automating process workflows
Creating/updating the service catalog and services
Supporting the tendering of new service providers
Project management of supplier transition
Environment: ITIL4/ITSM, IT4IT, DevOps, Scrum, Jira/Confluence, project management, IDP, app development, BPMN

Oct 2022 - Jan 2023

4 months

Service Transition and Service Management: Service Manager

Food Industry

Transitioning IT services
Supplier management (definition, SLA and contract monitoring)
Defining and optimizing ITSM processes (Incident, Problem, Change)
Budget planning and controlling
Optimizing service desk and support structures
Developing ITSM and governance policies
Creating/updating the service catalog and services
Environment: ITIL4/ITSM, BPMN, IT asset management, project management

Jan 2021 - Sep 2022

9 months

Interim Management Service Desk and Global Workplace: Interim Manager, Service Owner

Industrial Company

Leading the service manager team
Service owner for workplace, communication (videoconferencing, telephony, printing)
Supplier management (definition, SLA and contract monitoring)
Defining and optimizing processes (Incident, Problem, Change)
Optimizing IT asset management (software and hardware)
Budget planning and controlling
Optimizing service desk and onsite support structures
Developing ITSM and governance policies
Creating/updating the service catalog and services
Initiating project to replace/implement ITSM and desktop management tool
Market research of ITSM tools including longlist of 8 tools and shortlist of 4 tools
Rolling out workplace and printing services
Environment: ITIL4/ITSM, IT4IT, IT asset management, BPMN, ServiceNow, Jira, OTRS, USU, Matrix24, Freshworks, Ivanti

May 2021 - Oct 2021

6 months

Managed Service Software Asset Management T&T: Project Manager (see portfolio section, 'Project Management' for details)

Industrial Company

Project initiation
Project planning
Project control
Reporting and escalation management
Project closure
Quality planning and controlling of project deliverables
Coordinating customer resources and providers
Configuring and customizing ServiceNow SAM Pro module
Test planning and execution
Planning and conducting asset discovery
Initial population of CMDB with license and contract information
Automating process workflows
Setting up SAM reporting
Rolling out central SAM and starting the managed service
Environment: ITIL4, software asset management, ServiceNow, PMI, CMDB

Mar 2021 - Mar 2021

1 month

Project Management Coaching and Consulting: Consultant 'Project Management'

Hospital Group

Project review
Coaching the project manager
Advising/supporting project closure:
Hand-over to operations
Project closure report
Lessons learned session
Lifecycle management
Environment: ITIL4, IT asset management, IT/medical technology relocation and commissioning

Nov 2019 - Dec 2020

1 year 2 months

Service and Supplier Management Network/VoIP/Security: Service Delivery Manager Infrastructure/IT Security

Trade Fair Company

Managing service providers and supplier management to ensure operations and monitor service quality
Supporting the network project from the operational side and introducing quick wins
Operational resource planning
Preparing and supporting the outsourcing tender for 'Network and Security Service Provider'
Developing and transitioning a new operating concept in collaboration with the new providers including service desk and field service
Developing ITSM and governance policies
Automating process workflows
Drafting and consolidating contracts and service statements for relevant IT services to improve service quality
Defining, developing and monitoring ITSM guidelines and processes such as incident, problem, change and release management
Continuous improvement and further development of network services
Introducing and evolving security solutions
Planning SOC and BCM in coordination with the security officer
Planning, compliance and optimization of IT service budgets
Coordination with adjacent service management areas (applications, managed workplace, datacenter)
Defining and developing the service portfolio and catalog for network, IT security and VoIP
Setting up CMS/CMDB and inventory in ServiceNow
Environment: ITIL4, ServiceNow, IT baseline protection, ISO27001, LAN, WAN, VoIP, Cisco, Palo Alto, F5 Networks, BPMN, Microsoft AD, Outlook, Exchange, SharePoint, Teams, Datacenter, Microsoft Azure

Jun 2019 - Aug 2019

3 months

Global DDI Standardization: Project Manager

Insurance

Migrating the existing DNS, DHCP and IPAM infrastructure to the new design
Completing the redesign
Standardization and harmonization
Remediating audit findings
Rolling out the solution
Planning and initiating the cloud project
Environment: Infoblox, Zscaler, Akamai, SharePoint 2013, PMI, MS Project, ServiceNow, IT baseline protection, ISO27001, Microsoft Azure

Mar 2019 - Jun 2019

4 months

Building ITSM Operating Model: Business Analyst, Process Designer

IT Service Company

Designing and implementing processes to create an ITSM factory to improve service quality
Advising/defining roles, methods and processes
Designing process reorganization (adapting/transforming existing processes, change, stakeholders, rollout, T&T approach, time estimates, prioritization recommendations)
Creating gap analysis and best practice recommendations for service delivery processes including BPM and focus on partial automation
Reviewing and analyzing non-ITIL processes of service delivery units with optimization approach, e.g. (partial) automation
Advising on dedicated process requirements per service delivery unit
Advising and creating a roadmap for process development and introduction
Developing ITSM and governance policies
Advising process actors/stakeholders
Documenting and modeling processes
Implementing process landscape/structure
Consulting and designing process rollout/implementation
Advising on ITIL4 aspects
Service desk design and transformation
Digitizing processes
Market research of ITSM tools including shortlisting 4 tools
Environment: SharePoint 2013, ITIL V3/ITIL4, ADONIS, ServiceNow, USU, Ivanti, Matrix24, BPMN

Feb 2019 - Oct 2019

9 months

Business Plan Competition: Business Development Manager

Media Group

Defining participation and selection criteria
Screening business models and business plans
Pre-selecting competition finalists
Environment: customer development, business plan, product and business model innovation

Nov 2018 - Present

6 years 9 months

'HealthCare Consulting' Business Model Generation: Business Development Manager

Startup

Developing a digital business model for setting up and reorganizing operating concepts for clinics and medical centers, as well as commissioning and decommissioning hospitals
Providing the roadmap for business development
Conducting workshops on value proposition, financial planning, target groups, CRM and sales channels…
Assembling and defining the service portfolio
Environment: customer development, business plan, product and business model innovation, healthcare, BPMN, lean startup

Apr 2018 - Dec 2019

9 months

Transition Managed Network Services: Business Analyst, Process Designer

Automotive

Process design
Creating the service management & governance handbook
Service center group concept for reverse shadow/operations
Service center notification concept for reverse shadow/operations
Defining the scope of process implementation for incident, change, problem, capacity, request fulfillment, release management and IT security/BCM
Developing ITSM and governance policies
Implementing processes to improve service quality
Service desk transformation/training
Environment: IT infrastructure (LAN/WAN/DNS/DHCP), SharePoint 2013, ITIL V3, Visio, BPMN, HP Service Center 2, IT baseline protection, ISO27001

Jun 2016 - Jan 2018

1 year 8 months

LAN/WAN Migration: (Multi-)Project Manager (EMEA Region)

Industrial Company

Group-wide WAN migration
Due diligence and inventory of LAN/WAN infrastructure
Location-specific projects to optimize local network and IT infrastructure
Environment: IT infrastructure (LAN/WAN/DNS/DHCP/IPAM), Zscaler, SharePoint 2013, PMBOK, Cisco, ITIL V3, MS Project, IT baseline protection, ISO27001, Microsoft AD

Jun 2015 - Jun 2016

1 year 1 month

Network Operations: Service Delivery Manager

Aerospace Company

Optimizing/ensuring operation of network and security infrastructure
Business continuity management
Coordinating network operations team with demand management and program management
Managing external providers and supplier management to monitor and improve service quality
Representing network/security operations within various cross-functional IT projects
Environment: IT infrastructure (LAN/WAN/DNS/DHCP/IPAM), SharePoint 2013, PMBOK, Cisco, ITIL V3, MS Project, IT security

Jan 2015 - Jun 2015

6 months

LAN/WAN Migration: Rollout Manager (EMEA Region)

Industrial Company

Group-wide WAN migration
Planning, designing and executing the rollout (including pilot/tests)
Environment: IT infrastructure (LAN/WAN/DNS/DHCP/IPAM), Zscaler, SharePoint 2013, PMBOK, Cisco, ITIL V3, MS Project, IT baseline protection, ISO27001

Sep 2014 - Oct 2014

2 months

Optimizing Incident and Problem Management: Business Analyst, Process Designer

Electronics Company

Analyzing and optimizing the service desk application to improve service quality
Analyzing and inventorying process flows
Checking interfaces with application and release management
Environment: ITSM/ITIL V3, BPMN

Mar 2014 - Mar 2014

1 month

Online Portal for Reputation Management: Business Development Manager

Startup

Developing a digital business model
Conducting fact checks and feasibility analysis
Assessing success probability
Environment: customer development, business plan, product and business model innovation, lean startup, BPMN

Oct 2012 - Jun 2014

1 year 9 months

LAN/WAN Migration: (Multi-)Project Manager

Aerospace Group

Group-wide WAN migration and upgrade
Adjusting encryption infrastructure
Due diligence and inventory of LAN/WAN infrastructure
Establishing Security Operations Center (SOC) and Network Operations Center (NOC)
Environment: LAN, WAN, enhanced encryption (Genua/Thales), PMBOK, Cisco, ITIL V3, MS Project, IT baseline protection, ISO27001

Jul 2012 - Jul 2012

1 month

Implementing IT Asset and Configuration Management: Business Analyst

Bank

Optimizing or centralizing group-wide IT asset and configuration management including licensing
Creating a project vision/strategy paper for project execution
Environment: ISO 19770-1, ITIL, BPMN, CMDB

Jul 2012 - Jul 2012

1 month

Service Catalogue Refresh: Business Analyst

Beverage Manufacturer

Updating and populating the service catalog
Briefing and supporting service owners in catalog population
Environment: ITIL, CMDB

Mar 2011 - Mar 2012

1 year 1 month

Database Migration and Process Reorganization: Project Manager

Beverage Manufacturer

Reorganizing IT operating units per ITIL3 and migrating support database
Developing a service portfolio and transferring it into the service catalog and CMDB
Operating model for collaboration of local/country-specific field services in Europe, USA and Asia with the central service desk and operations units to improve service quality
Ensuring production readiness via acceptance-relevant reference environments
Environment: ITIL, HP SM7, Lotus Notes, BMC Remedy, Microsoft Active Directory, CMDB, single sign-on, Exchange, PMI/PMBOK, MS Project

Jan 2009 - Oct 2010

1 year 10 months

Infrastructure Build and Environment Management: (Multi-)Project Manager

IT Service/Telecommunications

Building and operating infrastructure for multiple test environments
Due diligence and inventory of infrastructure (required hardware, OS and application software, LAN, WAN) and operating model
Providing required delta infrastructure and gathering relevant infrastructure and application requirements via changes
Preparing operating environment for required application software
Ensuring production readiness via acceptance-relevant reference environments (especially load tests)
Planning, designing and executing system tests
Coordinating with release management
Agreeing SLAs and coordinating site issues to improve service quality
Ensuring and coordinating 1st/2nd/3rd level support to monitor and improve service quality
Environment: ITIL, Windows, UNIX, Solaris, SAN, VMware, Active Directory, Apache Webserver, SC Cosima, HP Quality Center, SCCM, Exchange, SSO, VLAN, WAN, Oracle, Prince2, MS Project

Nov 2008 - Nov 2008

1 month

Server Migration and Outsourcing of Server Operations: Consultant

Wholesale

Executing server migration. During migration, consolidating servers via virtualization where technically and economically feasible, with economic evaluation including migration and ongoing maintenance/operations. Selecting a reliable service partner for implementation, maintenance and operations via tender.
Environment: ITIL, virtualization, rollout

Feb 2007 - Dec 2009

1 year 11 months

Process Implementation per ITIL: Business Analyst, Process Designer

Government Agency

Defining and implementing a holistic ITIL model for operations/infrastructure and process interfaces to adjacent areas to optimize IT operations. Targeted process areas include all service support and service delivery processes, as well as security management, ICT infrastructure management and application management including release management.
Conducting tender for a service management tool
Market research of ITSM tools including shortlisting
Environment: ITIL V2/V3, ISO20000, IT baseline protection, ISO27001, CMMI, ISO15504, Six Sigma, Visio, Innovator, Prince2, MS Project, BMC Remedy, TopDesk

Oct 2006 - Dec 2006

3 months

Study on Operational Risks of Terminal Server Farm/Data Center: Business Analyst

Bank

Defining BCP measures to maintain server farm operations in current form until planned restructuring in 2008
Analyzing SLAs and service portfolio/catalog
Developing short-, medium- and long-term measures to improve service quality and maintain the server farm operating model
Environment: Citrix, Microsoft OS, Active Directory, Avaloq, ITIL, IT security

Sep 2006 - Oct 2006

2 months

Feasibility Study 'Data Interface': Business Analyst

Bank

Introducing new banking software with minimal changes to existing applications initially. The study aimed to find workarounds or final solutions to avoid advancing a migration concept or making data export from Avaloq independent of the applications in use.
Environment: MS OS (XP, Vista…), MS Office 2000–2007, Avaloq, ITIL

Jun 2006 - Jul 2006

2 months

Software Asset Management Review: Business Analyst

Software Company

Improving software asset management and permanently relieving the responsible employee of routine tasks
Creating a project vision (business case)/strategy paper to improve software asset management and licensing models
Environment: ISO 19770-1, TS Censu, ITIL

Mar 2006 - Apr 2006

2 months

Implementing IT Asset/Configuration Management: Business Analyst

Service Company

Implementing tool-supported IT asset and configuration management
Process design (audit planning and execution, asset identification, inventory management, asset control)
Advising on licensing models
Selecting inventory and management software via tender
Supporting implementation
Environment: GASP, ITIL, AssetWorks, IQuate, Centennial, HardCat, Kaseya VSA, CMDB, BPMN

Oct 2005 - Dec 2005

3 months

PSTN/VoIP Migration: Business Analyst

Telecommunications Company

Developing new Internet-based telecommunication services
Supporting quality gates
Environment: VoIP, NGN, SIP, IMS, TISPAN, RADIUS server, WAN, IT baseline protection, ISO27001

Jul 2005 - Feb 2006

8 months

Business Model Generation 'Art Marketing': Business Development Manager

Startup

Building an innovative digital business model for marketing contemporary art and exhibitions, transforming traditional gallery/exhibition concepts into a modern, sustainable form
Conducting fact checks and feasibility analysis
Developing and implementing the financing concept
Environment: customer development, business plan, product and business model innovation, lean startup

Jun 2005 - Aug 2005

3 months

Implementing IT Asset/Configuration Management: Business Analyst

Logistics Company

Implementing tool-supported IT asset/configuration management
Process design (audit planning/execution, asset identification, inventory management, asset control)
Advising on licensing models
Selecting inventory and management software
Supporting implementation
Environment: GASP, ITIL, AssetWorks, IQuate, Centennial, HardCat, Kaseya VSA, CMDB

Jul 2003 - Mar 2005

1 year 9 months

System Migration (VPN subproject) & System Migration/Rollout: Consultant & Project Manager

Aerospace Group

VPN subproject:
Switching VPN to new client software and redesigning anti-virus, personal firewall and disk encryption
Creating a VPN guide for service desk and end users
Training staff on 'mobile user security'
Training service desk staff on 'VPN troubleshooting'
Contributing to VPN and security concept
Environment: Symantec VPN (Raptor), WAN, TCP/IP, DHCP, DNS, Blackberry, Palm, IPsec, SafeGuard Easy, MS Project, IT baseline protection, ISO27001
System migration/rollout:
Migrating approx. 6,000 clients from NT to XP and servers from Windows 2000 to 2003
Upgrading applications and adapting to new environment
Environment: Altiris, Remedy, NetInstall, SMS, Access, MS Office, Project, Cisco, Windows XP, Server 2000/2003, Active Directory, TCP/IP, DHCP, DNS, SafeGuard Easy, ITIL, PMI/PMBOK, MS Project

Jan 2003 - Apr 2003

4 months

Implementing IT Asset Management: Business Analyst

Multiple Clients (Software Vendor, Investment Company…)

Implementing tool-supported IT asset management
Process design (audit planning/execution, asset identification, inventory management, asset control)
Advising on licensing models
Selecting inventory and management software
Supporting implementation
Environment: GASP, ITIL, AssetWorks, IQuate, Centennial, HardCat, Kaseya VSA, CMDB, BPMN, Visio

Oct 2002 - Dec 2003

3 months

VPN Expansion: Project Manager

Industrial Company

Integrating additional branches into the VPN by procuring and preconfiguring international VPN gateways in Germany
Defining project objectives and milestones
Project planning (budget, resources, effort estimation, etc.)
Assembling the international project team/VPN field services
Creating/quality-assuring the technical concept
Planning, designing and executing tests
Environment: Collax Business Server, WAN, AntiVir, Linux, IT baseline protection, ISO27001, TCP/IP, DHCP, DNS, IPsec, MS Project

Jun 2002 - Jul 2002

2 months

Network Security via Firewall: Project Manager

University

Securely connecting a remote campus to the central university data center and securing the network against unauthorized access
Advising on system selection
Planning firewall deployment
Advising on firewall rules and integration into existing network
Training system administrators
Coordinating local admin team and data center team
Environment: Astaro firewall, Linux, Windows 2000, system evaluation, IT baseline protection, ISO27001, TCP/IP, DHCP, DNS, MS Project

Apr 2002 - May 2002

2 months

Securing Corporate Network and VPN: Consultant

Industrial Company

Securing the network against unauthorized access and establishing a VPN primarily for mobile users
Advising on system selection
Planning firewall deployment
Advising on firewall rules and integration
Training system administrators
Coordinating local admin team and data center team
Environment: Astaro firewall, Linux, Windows 2000, IT baseline protection, ISO27001, WAN, TCP/IP, DHCP, DNS, IPsec

Oct 2001 - Dec 2002

3 months

Building a Digital Communication Structure: Project Manager

Industrial Company

Building a digital communication structure for mobile users, branches and email traffic, including VPN infrastructure with central gateway, firewall and mail server integrated into existing network, and configuring mail flow between Exchange server and gateway mail server
Environment: Collax Business Server, AntiVir, Linux, MS Exchange, Windows 2000, IT baseline protection, ISO27001, TCP/IP, DHCP, DNS, DSL, IPsec, MS Project

Jun 2001 - Jun 2001

1 month

Building a Digital Communication Structure (WAN): Consultant

Law Firm

Building a digital communication structure for mobile users and email traffic, including VPN infrastructure with central gateway, Cisco firewall and mail server integrated into the network
Environment: Collax Business Server, Cisco, Linux, IT baseline protection, ISO27001, TCP/IP, DHCP, DNS, DSL, WAN, MS Project

Jan 2001 - Dec 2002

1 year

Service Management: Service Manager

Marketing Agency/Call Center

Inventorying and optimizing IT infrastructure (client standardization, backup concept); establishing service and support structures (incident and problem management)
Environment: Win2000, NT4, Cisco, Veritas Backup Exec, TCP/IP, DNS, DHCP, WhatsUp, ITIL, Prince2, MS Project

Aug 2000 - Dec 2000

5 months

Database-driven Internet Portal: Project Manager

Leisure Company

Developing an interactive internet portal for leisure service providers and users
Environment: SQL, Access, HTML, ASP, MS Project

Jul 2000 - Aug 2000

2 months

Digitization and Archiving of Medical Data: Business Analyst

Children’s Hospital

Digitizing all necessary data and information; embedding presentations or parts into the website; building a digital archive of presentations and ultrasound images
Environment: HP peripherals, Windows, Portfolio 5.0, Broadway video system

May 2000 - Jun 2000

2 months

Digitization and Archiving of Medical Data: Business Analyst

Prenatal Medical Center

Digitizing all necessary data and information; embedding presentations or parts into the website; building a digital archive of presentations and ultrasound images
Environment: HP peripherals, Windows, Portfolio 5.0, Broadway video system

Jul 1999 - Dec 1999

6 months

Developing a Cost Center Billing Application: Project Manager

Cooling and HVAC Company

Digitizing cost center billing
Environment: SQL Server, MS Access, Excel, training, PMI, MS Project

Jun 1999 - Jun 1999

1 month

Feasibility Study 'Database Migration': Business Analyst

Medical Research Institute

Evaluating if and how an existing Access database can be migrated to a more performant database system
Analyzing the existing database application
Developing migration options
Cost/benefit analysis
Environment: MS Access, SQL Server

Apr 1999 - Jun 1999

3 months

Renewal of IT Infrastructure: Project Manager

Construction Company

Upgrading IT infrastructure to support new industry software, including inventory and network redesign
Environment: NT4, Windows 9.x, TCP/IP, DNS, software evaluation, MS Office, PMI/PMBOK, MS Project

Jan 1998 - Mar 1999

3 months

Expansion of IT Infrastructure: Project Manager

Construction Company

Expanding network for increased staff, including inventory, network redesign, and procuring/installing additional components (cabling, switches)
Environment: NT4, Windows 9.x, Novell, WhatsUp, PMI/PMBOK, MS Project

Oct 1998 - Oct 1998

1 month

IT Infrastructure Analysis: Project Manager

Leisure Company

Auditing existing IT for weaknesses and developing improvement proposals through network audit, system configuration, cabling and backup analysis
Environment: Novell, NT4, Windows 9x, WhatsUp, Prince2, MS Project

Aug 1998 - Dec 1998

5 months

Renewal of IT Infrastructure: Project Manager

Wholesale

Expanding the network, including inventory, redesign and procuring/installing cabling and switches, and training staff on the new environment
Environment: NT4, Windows 9x, training/coaching, TCP/IP, DNS, DSL, WhatsUp, Prince2, MS Project

Jul 1998 - Jul 1998

1 month

Implementing an Online Ordering System: Business Analyst

Furniture Wholesaler/Cooperative

Enabling direct order entry via system for partner retailers alongside phone and fax, and integrating digital manufacturer catalogs to reduce maintenance effort
Environment: eBusiness

Jun 1997 - Jun 1998

1 year 1 month

Infrastructure Optimization: Project Manager

Real Estate Company

Optimizing existing IT infrastructure, setting up system support and service desks, including inventory, component procurement/installation and staff training
Environment: NT4, Windows 9x, Outlook, Exchange, TCP/IP, WhatsUp, ITIL, Prince2, MS Project

Jan 1997 - Jun 1997

6 months

Technical Support: Business Development Manager

IT Service Provider

Developing the business model and partner network
Designing partner models (conditions, services, marketing support…)
Evaluating and selecting the best model
Drafting contracts
Partner acquisition
Environment: business plan, business model innovation

Jan 1992 - Dec 1997

4 years

Technical Support: Service Manager

Hardware Manufacturer

Building service desk and field service for Europe
Environment: Win2003, XP, NT4, Cisco, training/coaching, DSL, TCP/IP, DNS, ITIL, NAS, Lotus Notes

Jan 1990 - Dec 1992

3 years

Intensive Care and Anesthesia Patient Data Management System: Project Manager

University Hospital

Establishing an electronic patient record to digitize patient care workflow: capturing monitoring parameters (blood pressure, oxygen saturation, etc.) directly from monitors into the database
Enabling physicians to enter medication orders via computer and display them online at bedside monitors
Environment: Oracle, monitoring devices, Pascal, MS Project