Karl-heinz Reis - ITIL 4 Master

Recommended expert

Leipzig, Germany

Experience

Apr 2025 - Present

10 months

Support in further building a European IT branch service organization (15 countries)

European retail company (discount chain)

Recording of current processes Incident Management, IT Service Request Management, Problem Management, Change Management, Service Configuration Management (including CMDB)
Conducting maturity assessments for these processes based on the ITIL® 4 Maturity Model
Analyzing the different service value streams based on the ITIL® 4 value stream model
Agreeing on maturity levels for the assessed processes
Developing and approving a roadmap to achieve and measure the respective maturity levels
Presenting the approach, including milestones, to management for approval
Managing external service providers in 1st level support

Jan 2025 - Sep 2025

9 months

Process design and implementation, revising existing ITIL processes and setting up new ones – DORA compliance

State bank in Germany

Recording of current processes Incident Management, IT Service Request Management, Problem Management, Change Management, Service Configuration Management (including CMDB)
Conducting maturity assessments for these processes based on the ITIL® 4 Maturity Model
Agreeing on maturity levels for the assessed processes
Reviewing and further developing the ITSM processes and their roles, especially regarding regulatory requirements (SITB, DORA)
Developing and approving a roadmap to achieve and measure the respective maturity levels and regulatory requirements
Presenting the approach, including milestones, to management for approval

Jan 2024 - Mar 2025

1 year 3 months

Support in building and implementing an enterprise-wide IT service management organization

Leading insurance company in Bavaria

Providing and further developing the ITSM framework
Supporting service and product owners in creating and maintaining service objects
Contributing to the development and maintenance of service management reporting for internal control committees and client reports
Reviewing and further developing ITSM processes and their roles, especially when regulatory requirements change (VAIT, SITB, DORA)
Conducting maturity assessments and setting up a quality management system for processes and the CMDB
Planning and facilitating process workshops
Process design and alignment of the modeled processes
Creating a process manual (processes, role assignments, role descriptions)
Updating the CMDB based on regulatory requirements (especially DORA), and developing and implementing maintenance processes
Supporting the tendering, evaluation, and selection of a new service management solution including an implementation partner

Jul 2022 - Dec 2023

1 year 6 months

Support in designing the operational transfer and operation of a new Wide Area Network (WAN)

Federal statutory authority with self-administration (SÜ2)

Designing and documenting the IT service management area
Developing and documenting operational and non-operational processes and workflows (Visio / Signavio / ARIS Designer)
Creating a process map for PLAN-BUILD-RUN of the new network infrastructure
Planning and conducting process workshops
Process design and alignment of the modeled processes
Assigning roles and responsibilities to the created processes (RACI matrix)
Creating a process manual (processes, role assignments, role descriptions)
Contributing to the creation of the operations manual
Conducting training sessions and knowledge transfer for employees

Jul 2022 - Dec 2023

1 year 6 months

Organizational and process consulting, ITIL, IT service management

IT service provider for the federal states of Hamburg, Bremen, and Schleswig-Holstein (SÜ1)

Managing the process to clarify organizational target structures such as functions, processes, and roles
Preparing and facilitating workshops to identify and analyze processes and roles in the organization, as well as guiding the development of improvements in processes and roles
Managing the decision-making process in the project and developing and describing the optimized processes and new roles in these processes
Developing and documenting operational and non-operational processes and workflows (Visio / Signavio / ARIS Designer)
Creating a process map for PLAN-BUILD-RUN of the new network infrastructure
Aligning the new processes and roles with the involved departments and HR
Conducting training sessions and knowledge transfer for employees

Jun 2022 - Sep 2022

4 months

Reorganization of emergency management based on PRINCE2

Public Law Corporation with Self-Administration

Conducting a kick-off meeting
Deriving tasks from the expected project outcomes based on the preliminary study
Communicating project content and objectives to involved departments
Identifying stakeholders and suppliers in a workshop
Determining effort estimates
Defining work plans and project approach considering available capacities
Regular alignment with the client
Preparing project documents according to the company's project model (PRINCE2 derivative)

Nov 2021 - May 2022

7 months

ITSM process support and tool implementation

State Building Society of an Eastern Federal State

Conceptual and procedural optimization of existing ITSM processes: change, incident, program deployment procedures (service catalog management, CMDB)
Developing, documenting, and integrating new IT processes (e.g. problem management)
Defining suitable KPIs and designing reports/dashboards for management (IT cockpit)
Managing operational change management
Prioritizing and deciding on changes (software/infrastructure) to production IT systems based on test results and risk assessments
Assisting with market analysis and evaluating/piloting process-supporting tools (ITSM tool, CMDB, reporting/dashboards)
Implementing process-supporting tools and iteratively integrating ITSM processes and interfaces

Aug 2021 - Jun 2022

11 months

Interim Head of IT Service Delivery Department

IT service provider (DVZ) of an eastern federal state, public sector (SÜ1)

Planning and coordinating business processes and service delivery within the area of responsibility
Responsible for SLA-compliant operation of assigned systems and services, and resource management
Further developing the system architecture for the IT management system and service management processes according to ITIL (hardware and software, LAN/WAN/WLAN networks, and databases)
Advancing a unified service reporting
Planning, transparency, and adherence to costs and budgets
Motivating employees and strengthening personal accountability for taking on responsibility
Cost-optimized process control and design of cross-departmental collaboration
Responsible for developing alternative pricing/performance models in the area of responsibility
Developing strategic recommendations for technical infrastructure, ITIL-based process optimization, reporting and communication structures, and partner management models
Process modeling using Signavio (BPMN 2.0) and MS Visio (IT architectures)

Aug 2020 - Jul 2021

1 year

Implementation of a low-paper digital production planning and control process, Service Transition interface /

Transport & Logistics

Handing over the MES project to the customer's operations management
Ensuring that the takeover of operations management can be guaranteed
Ensuring that the technical operations manual contains all information and procedures for parallel operation
Aligning and creating primary processes for incident management, patch management, software delivery, and release management with the customer
Ensuring that all artifacts are collected so that operations management can take place
Creating a list of all plant IT assets
Evaluating, approving, and quality-assuring the required training concepts for plant staff
Process modeling using Signavio (BPMN 2.0) and MS Visio (IT architectures)

Apr 2019 - Feb 2020

11 months

Creating a feasibility study for an IT sourcing project (CMO/FMO) of a state company for employment and

Employment and Economic Development

Capturing and analyzing the status quo (CMO - Current Mode of Operation) through an initial assessment
Deriving an IT strategy based on the company's overall strategy
Conducting various SWOT scenarios to analyze and evaluate possible delivery models (on-premise, hybrid, cloud)
Evaluating the results of the SWOT analyses to derive a target concept (FMO - Future Mode of Operation)
Conducting an additional opportunity and risk analysis
Deriving the IT sourcing roadmap and strategy, including IT architecture (hardware and software, LAN/WAN/WLAN networks, and databases)
Developing a proposal for an IT reference architecture and a technology catalog
Finalizing the feasibility study considering the required cost-effectiveness aspects
Preparing and presenting the management presentation and supporting the implementation decision
Project planning for provider selection and transition

Feb 2019 - Jul 2020

1 year 6 months

Project Manager / Senior Consultant ITSM & Enterprise Architecture Management (EAM)

Public Law Body

Establishing an IT strategy
Creating architecture sketches and deriving target architectures from business processes to IT infrastructure
Analyzing system landscapes and individual systems for compatibility and architectural fit
Developing decision proposals by crafting migration and integration scenarios towards a unified administrative system
Conducting feasibility studies and implementation evaluations
Evaluating cross-departmental strategic initiatives to further develop the architecture and establishing a migration roadmap for the current administrative system
Technology and digitalization scouting, integrating new trends into the enterprise architecture
Gathering capabilities and requirements for innovation and digitalization planning
Assessing the current state of applications within the organization and recommending optimized usage

Nov 2018 - Dec 2019

1 year 2 months

Senior ITSM Consultant for Concept Development and Implementation

IT-Service Provider

Developing a concept for a Service Catalogue and Service Design, especially Service Level Management, Service Catalogue Management, and Supplier Management
Negotiating and concluding SLAs, OLAs, and UCs
Creating a separate process for Request Fulfillment
Extracting the Problem Management process from the Incident Management process and designing and implementing a dedicated process for Problem Management
Reviewing established Incident and Change Management processes and linking these processes with the mentioned disciplines
Aligning the Service Catalogue Management process with the Service Portfolio Management process from Service Strategy
Developing the associated RACI models
Conducting training on the new or changed processes

Apr 2018 - Oct 2018

7 months

Consultant for Risk and Quality Management

Self-Administered Public Law Body

Conducting risk management and assessments
Reporting risks to the board of directors
Supporting project management with project planning and control as well as carrying out project-related events
Organizing internal project processes for quality assurance and other areas related to quality assurance (e.g., change management)
Implementing quality assurance measures
Preparing and coordinating project documents (reports, QA handbook)
Producing presentations and documentation for/from meetings
Conflict management
Conducting about 40 workshops to gather and document business requirements and processes
Preparing, moderating, taking minutes, modeling processes, and following up on the workshops, as well as preparing necessary documents for approval of the implementation project
Continuously developing emergency plans
Checking the adequacy and effectiveness of emergency preparedness measures
Planning, preparing, and conducting IT emergency drills
Regular reporting to management and audit bodies

Apr 2017 - Jan 2019

1 year 10 months

Interim Head of IT at a medium-sized transport and logistics company

Transport & Logistics

Group-wide responsibility for IT strategy development, IT infrastructure, IT quality assurance, and IT security
Ensuring smooth and fault-tolerant IT operations
Aligning IT with the company's value chain
Developing and implementing suitable IT sourcing strategies (hybrid delivery models for IT services)
Moderating and initiating continuous improvement of commercial, logistical, and administrative processes (e.g., SAP)
Replacing old phone systems with a centralized UC system and switching connections from ISDN to SIP
Technical and disciplinary staff management
Budget and investment responsibility (CAPEX / OPEX)

Sep 2015 - Mar 2017

1 year 7 months

Reviewing ITSM processes in the Service Transition and Service Operation lifecycle phases / ITSM Tool Replacement - ITIL 2011

Food Company

Project management (PMO, schedule management, project controlling, project documentation)
Reviewing current critical success factors and key performance indicators
Defining a process owner for each process
Process review and process optimization
Training employees on the new and adjusted processes
Reorganizing the configuration management system (CMS)
Implementing the knowledge management process and building a knowledge base
Evaluating and replacing the ITSM tool
Restructuring local service desk units into a centralized, virtually organized service desk
Process modeling using MS Visio (IT architectures)

Sep 2014 - Jul 2015

11 months

Implementation of IT emergency and IT recovery procedures / IT Service Continuity Management (ITSCM)

Food company

Setup of IT emergency planning (BCM and ITSCM), design and implementation based on BSI Standard 100-4 Emergency Management
Identification and assessment of risks
Creation of a risk inventory for applications and IT services
Conducting business impact analyses
Crisis management and organization
Conducting training and awareness campaigns
Design and execution of IT emergency and IT recovery tests
Design of disaster recovery data centers
Implementation of a continuous improvement process based on the Deming cycle (PDCA)
Maintenance of the ITSCM policy
Conducting awareness measures
Continuous development of emergency concepts
Monitoring the adequacy and effectiveness of emergency preparedness measures
Planning, preparation and execution of IT emergency exercises
Follow-up of incidents and IT emergencies
Regular reporting to management and audit bodies

Jul 2012 - Jul 2014

2 years 1 month

Design, creation and implementation of a group-wide Governance, Risk and Compliance framework (GRC)

Food company

Handling topics of data espionage, breach of confidentiality and know-how leakage
Addressing questions related to cloud computing, data processing contracts and data transfer abroad
Risk analysis in social networks and Web 2.0
Considerations for mobile computing and bring your own device
Regulations for IT use at the workplace and private use
Conducting IT and data protection audits as well as risk management
Introduction of legally compliant filtering and IT security systems, including Data Loss Prevention (DLP)
Implementation of legal archiving requirements for emails and data, including DMS
Analysis of IT liability risks
Establishment of IT compliance and IT governance structures
Implementation of an ISMS framework based on ISO/IEC 27001 as well as BSI IT Baseline Protection

Jan 2012 - Present

14 years 1 month

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IHK Academy Swabia Augsburg

Certified IT Business Manager / Certified IT Project Manager
Certified IT Systems Manager / Certified IT Developer
IT Security Manager IHK
ITIL® Lead Trainer

Jan 2011 - Present

15 years 1 month

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Digicomp Academy AG (Switzerland)

ITIL® Workshops

Jan 2011 - Present

15 years 1 month

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Various companies

ITIL® Edition 2011 Foundation training courses including certifications
ITIL® Edition 2011 Trainer Intermediate & Expert Level
ITIL® 4 Trainer
BSI IT Baseline Protection / ISO 27001 IT Security Trainer
COBIT 5.0 Trainer
ISO 9001:2015

Jan 2010 - Dec 2010

1 year

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HCC - Hessisches Competence Center für Neue Verwaltungssteuerung

Governance, compliance, and risk management
Legal issues of IT security and data protection
Basics of IT security
Secure IT infrastructures

Jan 2009 - Present

17 years 1 month

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Protranet Institut GmbH

DIN EN ISO 9000:2015-11 - general / fundamentals of COBIT, ITIL®, ISO 9001:2015

Jan 2007 - Nov 2011

4 years 11 months

Europe-wide introduction of ITIL v3 processes, functions, and roles - lifecycle implementation according to ITIL v3

Nahrungsmittel

Conducting ITIL® readiness assessments and workshops
Conducting basic training at all European sites to create a common understanding and language
Preparing for the ITIL® V3 Foundation certification exam
Documenting existing processes and developing and implementing standardized IT service lifecycle processes, functions, and roles based on RACI
Service asset and configuration management: building the CMDB, CMS, and SKMS
Selecting tools, implementation, and training
Implementing a continual service improvement process
Establishing, maintaining, and ensuring the quality of knowledge management content
Highlighting deviations to the responsible staff members

Jan 2006 - Dec 2007

2 years

Design and implementation of a Group IT security project (end-to-end security)

Nahrungsmittel

Identifying requirements from IT compliance and IT governance
Developing a requirements concept and an evaluation matrix
Working on key areas: organizational security, virus/spam protection, intrusion prevention, encryption, pre-boot authentication, IT security monitoring, and BCM
Coordinating with management and executives
Developing IT security policies (general, generic, product-related)
Selecting vendors and evaluating tools

Jan 2005 - Dec 2005

1 year

Setting up a firewall and web hosting platform

Various projects at banks and insurance companies

Developing a security and hosting concept
Selecting vendors and evaluating tools
Configuring and implementing the solution
Gradually migrating the company's websites to the new platform
Acting as the central point of contact for marketing

Jul 2004 - Dec 2004

6 months

Security evaluations and penetration testing

Various projects at banks and insurance companies

Conducting security evaluations according to BSI IT baseline protection
Aligning to ISO/IEC 27001
Performing penetration and hacking tests

Jan 1995 - Dec 2007

13 years

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IBS-Schreiber Hamburg

Testing networks and client/server systems
Audit aspects in electronic commerce
Auditing document management systems (GDPdU)

Jan 1995 - Dec 2003

9 years

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Frankfurt School of Finance & Management

Basics of IT auditing
Auditing operational risks (Basel II)

Sep 1988 - Dec 2003

15 years 4 months

Project management / IT security project work

Various projects at banks and insurance companies

Supporting the setup of an internet portal including integration of a public key infrastructure
Design and setup of a public key infrastructure for an email encryption solution
Developing and implementing strategic, generic, and product-related IT security policies
Conducting IT vulnerability assessments (penetration tests)
Performing protection needs and business impact analyses
Conducting security evaluations according to BSI IT baseline protection, ISO/IEC 27001, and ITSEC
Planning, implementing, and operating intrusion detection systems
Developing and implementing emergency and disaster recovery plans
Establishing IT security organizations
Delivering training and awareness events for executives, employees, and suppliers
Disciplinary and professional staff management

Skills

It Service Management
It Security Management
It Project Management
Digital Transformation
Enterprise Architecture Management (Eam)
Management
Setting Up And Leading A Cross-location It Service Organization Based On The Itil® Framework For About 7,600 It Workstations Of An Internationally Operating (Non-listed) Company
Process Analysis And Process Design As Well As Evaluating, Implementing, And Measuring Metrics/kpis For Processes, Products, And Services
Design And Execution Of End-to-end Transformation Projects At Department Or Enterprise Level / Management Of Complex Transformations In It And Business
Cloud Business & Digital Transformation
Support For Architectural Issues In Strategic Projects By Creating Solution Architectures And Implementation And Operation Concepts
Retained It: Developing, Validating, And Implementing It Sourcing Strategies (On-premise, Hybrid, Cloud) Including Provider Selection And Management, Transition Support
Review And Implementation Of Regulatory Requirements (Bafin: Dora / Bait / Vait / Kait)
Cross-method Knowledge Such As Itil, Iso 27001, Iso 9001, Itil®, Prince2®, Bsi It Baseline Protection, Bpmn 2.0
Sap Basis
Cisco Switching And Routing
Vmware Vrealize™ Suite
Vmware Vsphere®
Hipath 4000 / Mrs / Openstage (Telephony And Uc)
Innovaphone All Ip (Ip 6010, Ip 3011, Ip 411)
Netapp Data Storage Fas8020, Fas8080
Windows Server 2008 R2, 2012 And 2016
Microservice Architectures And Container Technologies
Cloud Basic Technologies (Aws)
Experience Using Servicenow