Jürgen Kasch-Management Consultant · Interim Manager, Cloud & IT Service Management (freelance)

As part of the preparation and operational support of a business succession:

• Company analysis: Analysis of the overall economic, organizational and structural situation (current state, strengths/weaknesses, risk potentials)
• Process analysis: Recording and documentation of all relevant business processes (BPMN, UML) in the areas of management, finance, procurement, sales and operations
• Process optimization: Identification of weaknesses and inefficiencies, development and operational implementation of improvement measures
• Stakeholder management: Identification and analysis of all relevant internal and external stakeholders; structured communication and coordination with previous and future owners, shareholders and employees
• Change management: Supporting the workforce and management through the handover process; building acceptance and trust among all participants
• Governance & documentation: Creation and handover of structured operation manuals, process documentation and organizational handbook for the new business owner
• Risk & vulnerability analysis: Assessment of operational and strategic risks in the handover process and development of recommended actions
• Operational support: Interim takeover of leadership tasks; ensuring business continuity during the transition phase

• Strategic consulting for a public IT service provider on reorganizing service delivery structures
• Analysis, review and optimization of existing ITIL processes (incident, change, problem, asset, service request)
• Development of a service-oriented operating model (SOM), including target processes, RACI matrices and governance structures
• Development and implementation of a standardized service catalog
• Support for the transition to a new ticketing and monitoring system (ServiceNow/OpenText)
• Introduction of quality gates in the service processes
• Coaching of internal team and department leaders in implementing agile methods (Scrum, Kanban)
• Leading an interdisciplinary expert team (service management, IT security, data protection)
• Tools & methods: ServiceNow, OpenText, Jira, Confluence, MS Teams, BPMN 2.0, UML, MS Visio, ITIL v3/v4, ARIS

• As incident manager, responsible for reviewing and further developing the incident process as well as monitoring and optimizing daily operations
• Managing the contributions of support teams involved in the incident management process (1st line, 2nd line, etc.)
• Escalation point of contact for the teams involved
• Coordination of incident resolutions
• Management of major incident handling (e.g. defining and merging resolution teams, integrating AIs and HALs into the resolution process, obtaining specific approvals and permissions for rapid resolution and recovery)
• Monitoring the effectiveness of the process and deriving proposals for continuous improvement
• Decision-making on extending resolution times for incidents
• Creation and further development of the incident management process
• Responsibility for selecting and integrating required tools
• Management reporting
• Analysis of other already implemented ITSM processes and their optimization (BPMN, UML)
• Recommendations for general IT operations optimization as well as customer communication and acceptance
• Tools: Helpline, Atlassian Confluence and Jira

• Analysis of target and actual infrastructure
• Data center planning and documentation with FNT Command
• Design of the data center infrastructure (approx. 10,000 servers)
• Consulting on project planning for the data center relocation
• Coordination with service providers and relocation teams

• Define and update the project plan
• Coordinate with various locations worldwide, rollout preparations
• Coordinate and commission internal and external service providers worldwide
• Track the project plan, manage escalations if needed
• Tests and quality checks
• Reporting

• Project management, coordination of subprojects + reporting
• Detailed design of existing processes, process analysis + improvements in incident management / change management / problem management
• Managing and monitoring ongoing tasks in incident, change, problem, and order management
• Monitoring and reporting contract fulfillment and performance
• Developing concepts, preparing decision papers, guiding approval processes, obtaining clearances
• Customer communication + service level monitoring
• Interface to customer service delivery managers, operations team + external providers
• Preparing and serving as main contact for the client at the weekly CAB / Change Advisory Board
• Service level management and SLA control
• Regular client communication, preparing and conducting service review meetings
• Coordinating change requests for existing services
• Change management: reviewing change requests, creating plans, coordinating with technicians/external parties on implementation dates, technical requirements, resources, risk assessment, fallback scenarios
• Monitoring and coordinating during implementation
• Handover/acceptance with the client after reviewing complete documentation, updating and closing related tickets
• Daily calls with the operations team for incident and problem management
• Process alignment with the client for taking on new services: regular alignment meetings to develop, revise, and review service and operations manuals

• Project management, coordination of subprojects + reporting
• Detailed design of existing processes, process analysis + improvements in incident management / change management / problem management
• Managing and monitoring ongoing tasks in incident, change, problem, and order management
• Monitoring and reporting contract fulfillment and performance
• Managing activities such as order management, escalation management, reporting control, invoicing
• Planning + conducting workshops, developing concepts, preparing decision papers, guiding approval processes, obtaining clearances
• Process and tool training: contract training, incident/change/problem/asset management processes, HP Service Manager tool, FNT Command
• Creating training materials (PowerPoint or videos), training live on-site at branches and via WebEx
• Coordinating with the central service desk and building the internal service desk
• Customer communication + service level monitoring
• Interface to shared service center leads, customer service delivery managers, operations team + external providers
• Onsite team lead (various locations), responsible for the operations team and conducting daily status calls with the operations team and external providers
• Main contact for the client at the weekly CAB / Change Advisory Board
• Service level management and SLA control
• Regular client communication, preparing and conducting service review meetings
• Coordinating change requests for existing services
• Change management: reviewing change requests, plans, resource coordination, risk assessment, fallback scenarios, monitoring, handover/acceptance
• Asset management / lifecycle management: creating, reviewing, and maintaining CIs in the CMDB
• Daily calls with the operations team for incident and problem management
• Process alignment with the client for adopting new services
• Transitioning the data center to the new service provider
• Setting up an additional service team, coordinating all ITIL processes
• Creating service and operations manuals
• Onboarding and training new employees

• Responsible as central partner for providing IT standard components in test, integration, and production environments
• Supporting IT department and sales division projects
• Independently preparing and conducting training for internal staff and providing support in ongoing operations
• Implementing, facilitating, and monitoring provisioning processes nationally and internationally
• Main contact for international users in support (English/German)
• Developing training concepts and materials, preparing the test system, coordinating schedules and rooms
• Conducting on-site training in Munich and via videoconference for locations in the USA, China, Japan, Brazil, South Africa
• Monitoring and controlling desired provisioning and ensuring agreed delivery times using tools
• Process consulting, analysis, optimization, and coordination
• Reviewing CIs in the CMDB, ensuring data integrity
• Software testing: designing test objects, describing test procedures, and documenting results as part of a migration

• Project assistance / acting as PL representative with a technical background in automotive software development
• Maintaining project plans
• Staff management: recruiting interns, supervising thesis students
• Project communication: meeting minutes, presentations
• Budget management: controlling, requirements specifications

• Preparation for the introduction of new software for the internal helpdesk
• Process analysis in the company
• Process development and optimization (Incident, Problem, and Change Management)
• Process documentation / UML
• Requirements analysis for the software vendor
• Integrating collected data and creating the functional specification

• Active WAN network monitoring for the provider's customers (PMA Netcool/OMNIbus, Nagios, SiteScope, HP OpenView Network Node Manager)
• Port configuration of switches and checking routers and switches
• Analysis of logs and status messages from routers
• Identifying and resolving issues with routers, switches as well as DNS, DHCP, FTP and HTTP
• Initial troubleshooting of faults and escalation to 2nd level via ticket system (eTTS)
• Monitoring tickets and communicating with customer contacts
• Creating network diagrams with MS Visio
• Monitoring network expansion for large customers with MS Project

• External full-service IT provider and contact for all IT questions
• 1st/2nd/3rd Level Support
• Independently designing and optimizing the network (Windows 9x / NT / 2000 / XP)
• Setting up and administering a LAN (configuring servers/workstations, hubs, switches, printers)
• Planning, organizing, and monitoring
• Overseeing the implementation of security patches and updates
• Maintenance controlling of all IT hardware and software
• Employee training and support

• External full-service IT: network support (desktops/notebooks Windows 7, printers, hubs, switches, Wi-Fi)
• 1st/2nd/3rd Level Support
• Operating clients (Windows 7) and infrastructure servers (Windows Server 2003 / Active Directory)
• Configuring and maintaining the firewall as well as managing backup & restore (script development)
• License management and network planning & development
• Installing all hardware and software (servers + workstations)
• Maintaining and monitoring security (antivirus, access control)
• Setting up and maintaining the database (resource management)
• Training employees and managing the phone system
• Local programming (scripts + report creation) and documentation

• External full-service IT
• Network support, operation of clients + servers (RH Linux network)
• Updates, configuration and maintenance of the firewall
• Documentation

• External full-service IT
• Independent design and optimization of the network
• Network support (desktops/notebooks Windows 7, printers, hubs, switches, WLAN)
• Updates and maintenance of the DATEV system
• RAS, training and support for employees
• Security (antivirus / access control)

• LAN/WAN administration (WAN/LAN network management, RAS, server)
• Coordinating IT for the German branch with the parent company in the USA
• 1st/2nd/3rd level support for other European branches
• Software programming, selection, and purchase
• Administration of the LAN network based on Windows NT/2000 and Novell 5.1 (RAID systems)
• Operation and customization of backup & restore, script development
• Documentation, IT purchasing, license management
• Administration of the Exchange server
• Network planning & development (installing hardware & software for servers and workstations)
• Maintenance and monitoring of security (antivirus, access control)
• Setup, support, and maintenance of customer database
• User support, training, and management of the telephone system
• Local programming (scripts & report generation)
• Project management/subproject management: migration/roll-out, Windows 9x migration, local invoicing programming
• Development and maintenance of a homepage and a small local document management system
• Staff responsibility
• Subproject management for integrating a new network after company acquisition
• Communication mainly in English

• Data export from the local AS/400
• Programming various local analyses and statistics (sales / articles / suppliers) in Excel and Crystal Reports