Christian B. - Optimize your ITSM tool implementation & automate requests with intelligent workflows

Stuttgart, Germany

Experience

Oct 2023 - Present

2 years 3 months

Germany

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Energy company

Setting up and deploying a central database for configuration and asset data (CMDB)
Connecting satellite systems to the new database and decommissioning legacy systems
Migrating the product service catalog into the ITSM tool
Defining and introducing the role of 'Data Owner'

Nov 2022 - Present

3 years 2 months

Germany

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Utility company (energy supply, water supply, wastewater disposal)

Optimizing the existing Ivanti Service Manager installation
Upgrading to the latest software version
Outsourcing the service desk to an external provider
Introducing a new self-service portal with Knowledge Management, satisfaction survey, SLA, and reporting with Power BI

Sep 2021 - Present

4 years 4 months

Germany

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Financial services company in the automotive sector

Implementing Ivanti Service Manager with the modules Incident Management, Self-Service, Service Catalog, CMDB, and Knowledge Management
Automating onboarding and offboarding processes with Ivanti Automation, Active Directory, and Exchange Server
Configuring service request forms for other IT and HR processes
Defining the required data structure of the CMDB, data imports, and daily use of CI data
Outsourcing the service desk to an external provider

Dec 2020 - Present

5 years 1 month

Germany

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Health insurance company

Optimizing the existing Ivanti Service Manager environment
Applying release updates to the latest software version
Introducing self-service, service catalog, and knowledge management
Further developing the existing CMDB with additional data objects

Aug 2020 - Present

5 years 5 months

Berlin, Germany

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Energy provider

Customizing and creating service request offerings and workflows for automation
Implementing CMS and CMDB in Ivanti Service Manager
Importing CI data from various sources and databases
Customizing forms and layouts for appropriate presentation of CI data
Developing an import method for graphical representation of CI relations from an external data source

Mar 2020 - Apr 2020

2 months

Germany

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Mechanical engineering company

Installation of the newly selected ITSM tool (Ivanti Service Manager) in the production, test, and development instances
Workshop for requirements analysis and documentation of customer-specific customizations
Project planning for the implementation project
Configuring the customer-specific customizations

Oct 2019 - Feb 2020

5 months

Austria

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Lamp manufacturer

Implementation of a new IT Service Management tool (Ivanti Service Manager):

Workshop for requirements analysis and creation of the detailed specification
Installation of the system environment including production, test, and development systems
Configuration of the ITSM system for Incident, Problem, and Change Management processes, as well as Self Service and Service Catalog
Training and handover of the customized system to the customer
Creation and ongoing maintenance of documentation for the customer-specific customizations

Jul 2019 - Aug 2019

2 months

Germany

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IT system house

Selection of a new IT Service Management tool:

Creating the project plan for evaluating the new ITSM tool
Workshop for requirements analysis for the new ITSM tool (requirements for purchasing, quoting, service billing, interfaces)
Preparation of tender documents
Definition and creation of use cases for planned vendor presentations
Selection and contact with the potential vendors

May 2019 - Oct 2021

2 years 6 months

Germany

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Logistics company

Creating new service request forms for the end-user service catalog in Ivanti Service Manager
Restricting incident reporting by email to selected end users only
Reorganizing incident categorization (definition/review of services, categories, and subcategories)
Upgrading the ITSM system landscape to the latest version from the software vendor

Nov 2018 - Feb 2020

1 year 4 months

Germany

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Pharmaceutical corporation

Projects around Ivanti Service Manager:

Requirements analysis for Incident, Knowledge, and Change Management processes as well as Request Fulfillment for global production sites
Implementation of new incident and request forms including automated workflows (virtual server, virtual client, admin access, incident reporting)
Expansion of the ITSM system for requests in the human resources area
Automation of the offboarding process with RPA (UiPath)
Upgrading the ITSM system landscape to the latest version from the software vendor
Optimization of the existing approval process (via self service and email)
Integrating, testing, and activating interfaces for the fully automated provisioning of ordered virtual servers and clients
Ongoing handling of requests for improving and expanding existing processes and ordering procedures (system enhancements and optimization)

Mar 2018 - Sep 2018

7 months

Solution Consulting Manager EMEA

Cherwell

Jan 2017 - Dec 2017

1 year

Sales Engineering Manager EMEA CEE

Ivanti

Jun 2013 - Dec 2016

3 years 7 months

Presales Manager CEE

HEAT Software

Apr 2005 - May 2013

8 years 2 months

Technical Consultant / Presales Manager

FrontRange

Apr 2001 - Mar 2005

4 years

IT Project Manager CRM & eBusiness

Hewlett-Packard / CoCreate

Apr 2000 - Mar 2001

1 year

Customer Service Manager Europe

Hewlett-Packard / CoCreate

May 1998 - Mar 2000

1 year 11 months

IT Project Manager

Hewlett-Packard / CoCreate

Oct 1996 - Apr 1998

1 year 7 months

R&D Engineer

Hewlett-Packard / CoCreate

Mar 1994 - Sep 1996

2 years 7 months

Service & Support Manager

Labor-Daten-Systeme

Jan 1994 - Feb 1994

2 months

R&D Engineer

DLR

Apr 1991 - Sep 1993

2 years 6 months

Software Engineer

T-Programm

Summary

Consulting on selection & introduction of a suitable IT Service Management tool (requirements analysis, tool evaluation, guiding the selection process)
Project manager for the implementation of IT Service Management solutions
Optimizing existing IT Service Management environments (user adoption, efficiency, performance, automation, security incidents)
Long-standing vendor know-how (13+ years) in Ivanti Service Manager (FrontRange / HEAT Software / Ivanti) and other ITSM solutions (ServiceNow, Cherwell, etc.)
Technical sales support / presales consulting (product demonstrations, feasibility studies, proof of concept/POC, technical concepts)
Product management consulting (current market requirements, analysis of existing functionalities, identifying missing functionalities)