Service Organizations & Operating Models: Senior Consultant / Transformation Manager

Design and implementation of a new user support tower organization as part of the global IT transformation initiative. Development of an operating and control model for the central service desk including downstream support units (field service, VIP support, service points). Conducted a comprehensive as-is analysis of existing service desk and field service structures and developed a target architecture based on ITIL 4 and SIAM. Defined roles, responsibilities, and governance mechanisms for internal IT and external providers. Created the blueprint document Service Management & Governance Manual (User Support) to standardize global service processes (incident, request, problem, change, knowledge, ITSCM, CSI). Developed a KPI and SLA framework to measure service quality and performance in global user support. Drafted the reporting and review structure (operations meeting, service review meeting, management steering board). Prepared RFP documents for the external tender of L1/L2 support services including definition of scope of services, governance model, process requirements, tool integration (ServiceNow), and KPI and SLA sets. Supported the procurement and legal departments in evaluating and negotiating vendor proposals and participated in vendor selection and contract finalization. Managed the transition to operational operations, including knowledge transfer, training of provider teams, and establishing a continuous improvement process (CSI).

• Creating ITSM and governance policies
• Training / coaching IT staff
• Supplier management (definition, SLA and contract monitoring)
• Process definition and optimization of ITSM processes (INC, PRO, CHG, service request, security, service continuity, ITAM …)
• Optimization of 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

• Transition of IT services
• Supplier management (definition, SLA and contract monitoring)
• Process definition and optimization of ITSM processes INC, PRO, CHG
• Budget planning and controlling
• Optimization of service desk and support structures
• Creating ITSM and governance policies
• Creating / updating the service catalog and services
• Environment: ITIL4/ITSM, BPMN, IT asset management, project management

• Project kick-off and initiation
• Project planning
• Project control
• Reporting and escalation management
• Project closure
• Quality planning and controlling of project deliverables
• Managing and coordinating client resources and providers
• Configured and customized the ServiceNow SAM Pro module
• Planned and executed tests
• Planned and conducted asset discovery
• Initial population of the CMDB with license and contract information
• Automated process workflows
• Set up SAM reporting
• Rolled out central SAM and started the managed service
• Environment: ITIL4, software asset management, ServiceNow, PMI, CMDB

• Managed service providers and supplier management to ensure operational business and monitor service quality
• Supported the network project from an operational perspective and implemented quick wins
• Operational resource planning
• Prepared and supported the tender for the outsourcing project “Network and Security Service Provider”
• Created and transitioned a new operating model in collaboration with new providers, including service desk and field service
• Created ITSM and governance policies
• Automated process workflows
• Created and consolidated contracts and statements of work for relevant IT services to improve service quality
• Defined, developed, and monitored ITSM guidelines and processes such as incident management, problem management, change management, release management
• Continuously improved and developed network services
• Implemented and enhanced security solutions
• Planned SOC and developed BCM concept in coordination with the security officer
• Planned, managed, and optimized IT service budgets
• Coordinated with adjacent service management areas: applications, managed workplace, datacenter
• Defined and developed the service portfolio and service catalog for network, IT security, and VoIP
• Set up CMS/CMDB and inventory in ServiceNow
• Environment: ITIL4, ServiceNow, IT baseline protection, ISO27001, LAN, WAN, VoIP, ServiceNow, Cisco, Palo Alto, F5 Networks, BPMN, Microsoft AD, Outlook, Exchange, SharePoint, Teams, Data Center, Microsoft Azure

• Process design and implementation to build an ITSM factory to improve service quality
• Consulting / definition of roles, methods and processes
• Designing process reorganization (adapting / transforming existing processes, changes, stakeholders, rollout, T&T approach, time estimation, prioritization recommendations)
• Creating gap analysis and good practice recommendations for service delivery processes, including BPM and focus on partial automation
• Reviewing & analyzing non-ITIL processes of the service delivery units with an optimization approach, e.g., (partial) automation
• Consulting on dedicated process requirements for each service delivery unit
• Consulting & creating a roadmap for process development and implementation
• Creating ITSM and governance policies
• Advising process actors / participants
• Description / documentation and process modeling
• Implementing process map / process structure
• Consulting and design for process rollout / process introduction
• Consulting on ITIL 4 aspects
• Service desk design and transformation
• Digitization of processes
• Market research of ITSM tools including creation of a shortlist of 4 tools
• Environment: SharePoint 2013, ITIL V3, ITIL4, ADONIS, ServiceNow, USU, Ivanti, Matrix24, BPMN

• Developing a digital business model for building and reorganizing operating concepts for clinics and MVZ, as well as starting up and closing hospitals
• Providing the roadmap for business development
• Conducting workshops on value proposition, financial planning, target audiences, CRM, and sales channels....
• Assembling and defining the service portfolio
• Environment: Customer Development, Business Plan, Product and Business Model Innovation, Healthcare, BPMN, Lean Startup

• Company-wide WAN migration;
• Due diligence and inventory of LAN/WAN infrastructure
• Location-based projects to optimize the local network and IT infrastructure
• Environment: IT infrastructure (LAN/WAN/DNS/DHCP/IAPM), ZScale, SharePoint 2013, PMBOK, Cisco, ITIL V3, MS Project, IT baseline protection, ISO27001, Microsoft AD

• Company-wide WAN migration;
• Planning, design, and execution of the rollout (including pilot and tests)
• Environment: IT infrastructure (LAN/WAN/DNS/DHCP/IPAM), ZScaler, SharePoint 2013, PMBOK, CISCO, ITIL V3, MS Project, IT baseline protection, ISO27001

• Development of a digital business model
• Conducting fact checks and profitability analysis
• Evaluating the probability of success
• Environment: Customer Development, Business Plan, Product and Business Model Innovation, Lean Startup, BPMN

• Optimization or possible centralization of the group-wide IT Asset and Configuration Management including licensing
• Creation of a project vision / a strategy paper for the project execution;
• Environment: ISO 19770-1, ITIL, BPMN, CMDB

• Reorganization of the IT operations units according to ITIL v3 and migration of the support database;
• Development of a service portfolio and transfer into the service catalog and the CMDB;
• Operating model for collaboration between local/country-specific field services in Europe, USA, and Asia with the central service desk and the operations units to improve service quality.
• Ensuring production readiness through acceptance-relevant reference environments.
• Environment: ITIL, HP-SM7; Lotus Notes, BMC Remedy, Microsoft Active Directory, CMDB, Single Sign-On, Exchange, PMI/PMBoK, MS Project

• Execution of a server migration. As part of the migration, server consolidation by virtualization was carried out where technically possible and economically viable. Economic viability referred, besides the costs of the changeover, also to the subsequent maintenance and operations. A reliable service partner was sought for the implementation, maintenance, and operation of the servers. This partner was selected through a tender process.
• Environment: ITIL, virtualization, roll-out,

• The objective was to develop measures within Business Continuity Management to maintain the operation of the server farm in its current form until the planned restructuring in 2008.
• Analysis of SLAs and the service portfolio/service catalog.
• Development of short-, medium-, and long-term measures to increase service quality and maintain the server farm operating model.
• Environment: CITRIX, Microsoft operating systems, Microsoft AD, Avaloq, ITIL, IT Security

• Improving software asset management and permanently relieving the responsible employee of routine tasks;
• Creation of a project vision (business case)/a strategy paper to improve software asset management and licensing or license models.
• Environment: ISO 19770-1, TSCensus, ITIL,

• Development of new Internet-based telecommunications services;
• Support for the execution of quality gates
• Environment: VoIP, NGN, SIP (Session Initiation Protocol), IMS (IP Multimedia Subsystem), TISPAN (Telecommunications Internet Services and Protocol for Advanced Network), RADIUS server, WAN, IT baseline protection, ISO27001

• Implementation of a tool-supported IT asset/configuration management
• Process design (e.g., planning and conducting audits, asset identification, inventory management, asset control)
• Advice on license models/licensing
• Selection of inventory and management software
• Support during implementation
• Environment: GASP, ITIL, Asset Works, IQuate, Centennial, HardCat, Kaseya VSA, CMDB

• Implementation of a tool-supported IT asset management
• Process design (e.g., planning and conducting audits, asset identification, inventory management, asset control)
• Advice on licensing models
• Selection of inventory and management software
• Support during implementation
• Environment: GASP, ITIL, Asset Works, IQuate, Centennial, HardCat, Kaseya VSA, CMDB, BPMN, Visio

• Secure connection of a branch office to the central university data center and overall network protection against unauthorized access
• Advising on system selection
• Planning the firewall setup
• Advising on creating the rule set and integrating the firewall into the existing network
• Briefing and training the system admins
• Coordinating the local admin team and the data center team
• Environment: Astaro Firewall, Linux, Windows 2000, system evaluation, IT baseline protection, ISO27001, TCP/IP, DHCP, DNS, MS Project

• A digital communication structure was built to support access for mobile users and branches as well as email traffic. For this, a VPN infrastructure including a central gateway, firewall, and mail server was planned, built, and integrated into the existing network. The mail flow between the in-use EXCHANGE server and the gateway mail server was also configured.
• Environment: COLLAX BUSINESS SERVER, AntiVir, Linux, MS Exchange, Windows 2000, IT baseline protection, ISO27001, TCP/IP, DHCP, DNS, DSL, IPSEC, MS Project

• Assessment and optimization of the IT infrastructure (homogenization of clients; backup concept); building service and support structures (incident and problem management)
• Environment: Windows 2000, NT4, CISCO; Veritas Backup Exec, TCP/IP, DNS, DHCP, WhatsUp, ITIL, Prince2, MS Project

• Digitalization of all necessary data and information; integration of presentations or parts of them into the website; setup of a digital archive for presentations and ultrasound images
• Environment: HP peripherals, Windows, Portfolio 5.0, Broadway video system

• Digitalization of cost center accounting
• Environment: SQL Server, MS Access, Excel, Training, PMI, MS Project

• To implement a new industry software, the existing IT infrastructure was updated. This involved taking an inventory and redesigning the network.
• Environment: NT4, Windows 9.x; TCP/IP, DNS, Software evaluation, MS Office, PMI/PMBOK, MS Project

• The existing IT setup was checked for potential weaknesses and suitable improvement suggestions were developed. This included conducting a full network audit, and analyzing the system configurations, cabling, and data backup.
• Environment: Novell, NT4, Windows 9.x; WhatsUp, Prince 2, MS Project

• The affiliated specialist stores should be given the option to enter orders directly into the ordering system, in addition to phone and fax. Additionally, the plan was to integrate the digital manufacturer catalogs directly into the ordering system to reduce maintenance effort
• Environment: eBusiness

• Development of the business model and partner network
• Designing different partner models (conditions, services, marketing support…)
• Evaluating and selecting the most suitable model
• Preparing contract drafts
• Searching for partners
• Environment: Business plan, business model innovation,

• Setting up an electronic patient record. The patient care workflow was to be digitized: capturing monitoring parameters (blood pressure, oxygen saturation, etc.) directly from the monitor into the database.
• Medication was to be entered by the doctor via computer and made available online on the bedside monitor.
• Environment: Oracle, monitoring devices, PASCAL, MS Project