Trust through experience and successful projects
I stand for pragmatic, solution-oriented approaches that create measurable added value and work sustainably. In national and international projects, I combine project management, IT service management, process optimization, and information security with a clear focus on efficient and practical solutions.
Selected projects and achievements
01-Digitization & centralization of complaint management: agile implementation with ServiceNow
Centralization and digital mapping of the complaint process with links to order, incident, problem and change management.
Key areas:
ServiceNow. Digitalization. ITSM processes. Complaint management. Agile implementation. Escalation processes. Evaluation. Customer satisfaction.
My role: Senior IT Consultant
Concept development. Coordination between departments. Implementation. Training. Quality assurance. Evaluation. Customer satisfaction. Complaint management.
Result / Added Value
Central transparency. Fast processing. Clear escalation. Measurable customer satisfaction. Improved service quality.
02-IT Asset Management & CMDB International IT organization
Establishment of a central IT asset and configuration management system, including license management and cost transparency.
Key areas:
IT asset management. CMDB. License management . ITSM
My role: IT Manager
Concept development. Process design. Implementation. Training. Quality assurance. Costs.
Result / Added Value
Central IT transparency. Transparent license and cost management. Optimized IT lifecycle.
3- Project name
Optimization and expansion of Incident & Security Management in ServiceNow
Goal
Analysis and optimization of existing service desk and incident management processes, including expansion to include major incidents and IT security incidents. Development and implementation of a functional and technical concept with clear responsibilities, escalation channels, and defined service levels and response times.
Successes
Standardized and transparent incident management processes
Clear roles, responsibilities, and escalation channels
Optimized response and processing times for critical IT incidents
Structured integration and handling of IT security incidents
Technical and professional implementation in ServiceNow
Improved collaboration between departments, service desk and technical teams
3- Project name
Introduction and implementation of an Information Security Management System (ISMS)
Goal
Development and implementation of a structured ISMS for the systematic identification, assessment, and treatment of information security risks. The goal was to establish effective technical and organizational security measures as well as clear processes for audits, security incidents, and the continuous improvement of the security level.
Successes
Conducting and documenting risk analyses and assessing information security risks
Planning and implementation of technical and organizational protection and security measures
Coordination of the technical implementation of defined safety requirements
Planning and execution of security audits
Development and optimization of processes for the detection, handling and escalation of security incidents
Conducting training and awareness-raising measures for employees
Establishing a structured foundation for the continuous improvement of information security
.
4- ITSM process management and ServiceNow
Responsibility for the design, documentation, efficiency improvement and continuous development of the ITSM processes Incident, Problem, Change and IT complaint management in ServiceNow.
International Project and Team Leadership
Leadership and coordination of international teams as well as management of complex projects and interfaces with different stakeholders and departments.
Strategy, process automation and process management
Development and implementation of strategies for project management, process automation, process documentation, and risk management. Design and optimization of interfaces between Jira, ITSM, and CRM systems.
5. Evaluation and implementation of an ITSM tool
Project management for the evaluation, conception, cost assessment and usage analysis of an ITSM tool, as well as preparation and implementation of the introduction.
International ITSM rollout
Responsibility for the rollout of a central ITSM solution in a large international project – from analysis and tool evaluation to implementation and process design, as well as training of the IT support teams.
6. Asset, inventory and license management
Consulting, planning and implementation of solutions for IT asset management, inventory management and license management.
7-ITSM Transition and Migration
Technology and process consulting as well as participation in transition projects with the aim of a smooth and structured migration of existing ITSM solutions.
ITIL process optimization
Analysis and evaluation of existing support processes, selection of suitable tools, as well as training, optimization and continuous development of ITIL processes.
Technologies & Tools
IT Service Management:
ServiceNow, Jira, BMC Remedy, TOPdesk, Matrix42, HPSM
I stand for pragmatic, solution-oriented approaches that create measurable added value and work sustainably. In national and international projects, I combine project management, IT service management, process optimization, and information security with a clear focus on efficient and practical solutions.
Selected projects and achievements
Implementation of an IT complaint management system in ServiceNow
Goal: Digitization and central implementation of an IT complaint management system in ServiceNow
Conception and implementation of an IT complaint management system using agile Scrum methods.
Achievements: By optimizing the processes, efficiency was increased by 30%, transparency by 80%, and customer satisfaction improved by 40%.
International digitization, implementation, automation and centralization of global assets and CMDB solutions
Goal : Implementation and establishment of a central ITSM solution for standardization, transparency, and efficient management of IT service processes. Integration and further development of IT asset management and configuration management, as well as the creation of uniform processes and responsibilities.
Achievements: Successful implementation of a central ITSM solution
Standardization and optimization of ITSM processes
Development and enhancement of IT Asset Management and Configuration Management
Improving the transparency and controllability of IT services
Coordination and management of the participating departments and technical teams
Project completion on time and within the given budget.
Sustainable foundation for the continuous development of IT service management
3- Project name
Optimization and expansion of Incident & Security Management in ServiceNow
Goal
Analysis and optimization of existing service desk and incident management processes, including expansion to include major incidents and IT security incidents. Development and implementation of a functional and technical concept with clear responsibilities, escalation channels, and defined service levels and response times.
Successes
Standardized and transparent incident management processes
Clear roles, responsibilities, and escalation channels
Optimized response and processing times for critical IT incidents
Structured integration and handling of IT security incidents
Technical and professional implementation in ServiceNow
Improved collaboration between departments, service desk and technical teams
3- Project name
Introduction and implementation of an Information Security Management System (ISMS)
Goal
Development and implementation of a structured ISMS for the systematic identification, assessment, and treatment of information security risks. The goal was to establish effective technical and organizational security measures as well as clear processes for audits, security incidents, and the continuous improvement of the security level.
Successes
Conducting and documenting risk analyses and assessing information security risks
Planning and implementation of technical and organizational protection and security measures
Coordination of the technical implementation of defined safety requirements
Planning and execution of security audits
Development and optimization of processes for the detection, handling and escalation of security incidents
Conducting training and awareness-raising measures for employees
Establishing a structured foundation for the continuous improvement of information security
.
4- ITSM process management and ServiceNow
Responsibility for the design, documentation, efficiency improvement and continuous development of the ITSM processes Incident, Problem, Change and IT complaint management in ServiceNow.
International Project and Team Leadership
Leadership and coordination of international teams as well as management of complex projects and interfaces with different stakeholders and departments.
Strategy, process automation and process management
Development and implementation of strategies for project management, process automation, process documentation, and risk management. Design and optimization of interfaces between Jira, ITSM, and CRM systems.
5. Evaluation and implementation of an ITSM tool
Project management for the evaluation, conception, cost assessment and usage analysis of an ITSM tool, as well as preparation and implementation of the introduction.
International ITSM rollout
Responsibility for the rollout of a central ITSM solution in a large international project – from analysis and tool evaluation to implementation and process design, as well as training of the IT support teams.
6. Asset, inventory and license management
Consulting, planning and implementation of solutions for IT asset management, inventory management and license management.
7-ITSM Transition and Migration
Technology and process consulting as well as participation in transition projects with the aim of a smooth and structured migration of existing ITSM solutions.
ITIL process optimization
Analysis and evaluation of existing support processes, selection of suitable tools, as well as training, optimization and continuous development of ITIL processes.
Technologies & Tools
IT Service Management:
ServiceNow, Jira, BMC Remedy, TOPdesk, Matrix42, HPSM
I stand for pragmatic, solution-oriented approaches that create measurable added value and work sustainably. In national and international projects, I combine project management, IT service management, process optimization, and information security with a clear focus on efficient and practical solutions.
Selected projects and achievements
Implementation of an IT complaint management system in ServiceNow
Design and implementation of an IT complaint management system using agile Scrum methods. Process optimization resulted in a 30% increase in efficiency, an 80% increase in transparency, and a 40% improvement in customer satisfaction.