IT Service Management (ITSM)
I analyze, optimize and develop IT service processes for reliable, efficient and transparent IT operations.
ITSM analysis & process optimization
Analysis of existing ITSM structures and targeted optimization of processes,
Interfaces and responsibilities.
ITIL-oriented process design
Introduction and further development of structured, practical ITSM processes according to ITIL.
Incident Management
Structured recording, prioritization and processing of incidents with the goal of restoring IT services as quickly as possible.
Problem Management
Identification and sustainable elimination of the causes of recurring disruptions to improve IT stability.
Change Management
Planning, evaluation and controlled implementation of changes to IT systems
and services while minimizing operational risk.
Service Request Management
Standardized and transparent processing of user requests and service orders.
IT Asset & Configuration Management (CMDB)
Planning, setting up and implementing a transparent IT Asset & Configuration Management system - including management of IT assets, payments, licenses and costs..
Monitoring & Service Monitoring
Monitoring of IT infrastructure, applications and cloud services for the early detection of malfunctions and performance problems.
Self-service & knowledge management
Development of self-service portals and knowledge databases for efficient processing of requests and relief of the IT support team.rts.
Service catalogs, SLAs & key performance indicators
Definition and optimization of service catalogs, service level agreements and relevant process metrics including reporting.
ITSM Tools & Automation
Support in the selection, implementation and optimization of ITSM tools as well as in the automation of service processes.
Service Continuity Management
Planning and ensuring the continuous availability of critical IT services.
Extended service processes
Complaint management
Planning, setting up and implementing complaint processes - for better service quality and higher customer satisfaction.