ITSM Consultants in Germany
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Meet FRATCH ITSM Consultants in Germany
Vicenco Kenk
Last position:
ITSM Project Manager (self-employed)
Unified ITSM framework
- Definition of a company-wide ITSM target picture
- Introduction of a uniform service structure across all business units
SLA and OLA management
- Building a standardized SLA framework
- Definition of service classes (Business Critical, Standard, Low Priority)
- Introduction of OLAs between internal teams
- Building meaningful SLA reporting
- Definition of KPI and service dashboards for business units
Service portfolio management
- Definition of service descriptions
- If needed, preparing possible cost and service billing
Ticketing & processes
- Incident management
- Uniform ticket categories
- Standardized prioritization
- Escalation matrix
- Automations
- Self-service optimization
Request fulfillment
- Service catalog across all business units
- Approval workflows
Problem management
- Introduction of root cause analysis
- Known error database
- Problem review process
Complete asset management concept
- Hardware lifecycle management
- Software lifecycle management
- Leasing lifecycle
- Mobile device lifecycle
- Monitor lifecycle
- Phone lifecycle
Processes
- Procurement
- Goods receipt
- Inventory
- Assignment
- Return
- Disposal
- Leasing return Goal: single source of truth for all assets
CMDB design
- Definition of all configuration items:
- Workplace
- Notebooks
- Monitors
- Mobile phones
- Printers
Infrastructure
- Servers
- Firewalls
- Switches
- WLAN
- Storage
- Backup systems
Cloud
- Azure resources
- Microsoft 365
- SaaS services
Relationships
- User ↔ Asset
- Asset ↔ Service
- Service ↔ Infrastructure
- Location ↔ Asset
- Goal: make all service dependencies visible
Software asset & license management
- License management concept
- License balancing
- Compliance reporting
- Microsoft license management
- Adobe license management
- SaaS management
- Contract management
- Renewal management
Interfaces & automation Existing systems
- Workday
- Joiner
- Mover
- Leaver
TESMA
- Leasing data
- Contract data
Matrix42
- Asset synchronization
- User synchronization
Active Directory / Entra ID
- User management
Microsoft 365
- License assignment
- Group management
Dormakaba
Access processes
Lifecycle services
Monitoring platforms
- PRTG
- Palo Alto
- Cisco
Reporting & KPI framework
- Definition of a management dashboard
- KPIs
- Ticket volume
- SLA fulfillment
- MTTR
- First resolution rate
- Asset accuracy
- License compliance
- Change success rate
- Service availability
- Degree of automation
Network redesign support
- Governance
- Support of the network redesign from an ITSM point of view
- Definition of affected services
- Change management structure
- Communication concept
CMDB integration
- Recording of all network components
- Service mapping
- Dependency analysis
Validation of documentation and knowledge base articles
- Network documentation
- Operations documentation
- Standard changes
Monitoring & event management
- Target picture
- Central monitoring concept
- Event management process
- Alerting strategy
- Escalation model
Systems
Cisco
Palo Alto
Fortinet
Rubrik
Veeam
Matrix42
Azure
Microsoft 365 Automation
Ticket creation from monitoring
Escalations
Standard actions
Audit, compliance & information security
- ISO 27001 consulting
- TISAX consulting
- NIS2 preparation - consulting
- Audit-ready processes
- Documentation structure
- Evidence tracking in Matrix42
Roadmap
- 12-month roadmap
- Prioritization of all measures
- Quick wins
- Medium-term projects
- Long-term target picture
- Documentation
Anke Schlobohm
Last position:
PMO IT Service Management at Memodo GmbH
PMO support at a leading European wholesaler of photovoltaic systems, battery storage, and charging stations. Focus on optimizing and rebuilding IT service management processes in Jira.
- Reworking existing Jira workflows for IT Service Management (helpdesk)
- Setting up new Jira Service Management projects, including for an incident response process: workflow adjustments, frontend design, and full process development
- Global administration for Jira Service Management projects as well as organizational administration
- Setting up new spaces for different service desks within the company
- Support in meetings, including minute-taking and follow-up
- KPI tracking for IT service management processes (ticket throughput times, SLA compliance, backlog development) with transparent stakeholder reporting
- Implementation of the operational project plan
Environment: Jira, Jira Service Management, Confluence, Microsoft Teams
Jürgen Kasch
Last position:
Interim Management / Business Succession – Process Analysis & Stakeholder Management
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
Paul Karnowka
Last position:
Program Manager – Multi-Project Operational Stabilization (Operational Excellence) at ITDZ - IT Dienstleistungszentrum Berlin
- Overall leadership of multiple strategic operations projects focused on workplace services, SLA framework, access management, certificate management, e-learning, backup & recovery, test management, and capacity management, as well as implementing system monitoring and feasibility studies for a 24x7 operation, partly including ServiceNow implementation
- Development of various ServiceNow operating concepts related to training, permissions, and emergency management as part of a new cloud-hosting initiative for the ServiceNow platform
- Board reporting and leading steering committees within the framework of corporate strategic objectives, as well as establishing new balanced scorecards to measure KPIs for optimization-driven project results
Andreas Zimmermann
Last position:
ITSM Consultant at Industrial company / Global IT division
- Designed and implemented a new user support tower organization as part of the global IT transformation initiative.
- Created an operating and control model for the central service desk, including downstream support units (field service, VIP support, service points).
- Performed a comprehensive as-is analysis of existing service desk and field service structures and developed a target architecture based on ITIL 4 and SIAM.
- Defined roles, responsibilities, and governance mechanisms for internal IT and external providers.
- Prepared the blueprint document Service Management & Governance Handbook (User Support) to standardize global service processes (incident, request, problem, change, knowledge, ITSCM, CSI).
- Developed a KPI and SLA framework to measure service quality and performance in global user support.
- Defined the reporting and review structure (operations meeting, service review meeting, management steering board).
- Prepared RFP documents for the external tendering of L1/L2 support services, including definition of scope, governance model, process requirements, tool integration (ServiceNow), and KPI/SLA sets.
- Supported procurement and legal departments in evaluating and negotiating vendor proposals and assisted in vendor selection and contract finalization.
- Oversaw the handover to operational support, including knowledge transfer, training of provider teams, and establishment of a continuous improvement process (CSI).
- Methods / framework / tools: ITIL 4 / ITSM, SIAM, IT4IT, ServiceNow, Jira, BPMN, operating model canvas, KPI & SLA design, governance & performance management
Andreas Türkner
Last position:
Subproject Lead DLD Nearshoring at Bank-Regulated Environment (NDA)
- Analysis and assessment of the approach model
- GAP analyses (sourcing readiness) and process analysis
- Process documentation
- Channeling and evaluation of department requirements
- Monitoring of the service provider/nearshoring partner
Dieter Dietz
Last position:
Senior Consultant IT Service Management / ITIL, Management Coach, Scrum Master at Schweizer Kantonalbank
Project: Roadmap for implementing the ITIL processes in IT operations according to the guidelines for Operational Excellence per CMMI 4 and the current life cycle management within the frameworks of GRC, SCRUM and DevOps.
- Advising, coordinating and conducting workshops, analyses and gap assessments.
- Determining the current state regarding implementation of IT processes, interfaces, tools used and KPIs with graphical representation of the maturity level.
- Defining the target image of the IT processes, interfaces, tools used and KPIs.
- Designing a set of recommendations for the roadmap for IT operations management in the context of a highly critical and highly available IT infrastructure.
- Supporting the introduction of the central service management tool Jira Service Desk.
- Coordinating and aligning with business units / stakeholders / architecture (Avaloq, SAP, etc.) / security / IAM / BCM, etc.
- Advising on the implementation of IT operations processes: incident, problem, change / release, request and service management (incl. service desk).
Lars Lönnecke
Last position:
Epic & Journey Owner for Digital Transformation of IT Architecture (RAITT) at Telefónica Germany GmbH & Co. OHG
- Implementation of a new partner management solution
- Epic Owner & Journey Owner in an international environment
- Responsible for epics from blueprinting to commercial launch
- Stakeholder management & reporting
Michael Mattes
Last position:
IT Consultant at VBL - Volleyball Bundesliga
Concept and design of various data interfaces for "Big Data" processing of volleyball performance data as phase 1 of the "Data Driven Content" major project of the Volleyball Bundesliga in Berlin. UML modeling, interface design, overseeing implementation, commissioning and user training. Negotiated a pre-contract for phase 2 in summer 2026.
Peter Walden
Last position:
Information Security Consultant at actago GmbH
- External Information Security Officer for administrations (municipality, market town, city) and municipal utilities and educational institutions
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ITSM Consultants statistics
Aggregated from the professional profiles of matched freelancers.
Experience
31 years
Position duration
1.9 years
Positions per freelancer
26
Top business areas
Information Technology, Operations, Project Management
Top industries
Banking and Finance, Information Technology, Professional Services
Certification focus areas
Information Technology, Project Management, Business Intelligence
Bachelor's degree or higher
57%
Master's degree or higher
29%
Certifications per freelancer
8
Most common languages
German, English, French
Speak two or more languages
100%
Based on our profile pool as of 30 Aug 2026.
Daily rate distribution
The chart shows how the daily rates of freelancers in this role in Germany are distributed, based on recent contracts on our platform. Each bar covers a rate range — its height shows how many freelancers charge within that range.
Average rates for ITSM Consultants in Germany
Rates are based on recent contracts and do not include FRATCH margin.
The average daily rate is the mean of all daily rates from recent contracts of comparable freelancers on our platform.
The median daily rate is the middle value of all daily rates — half of comparable freelancers charge less, half charge more. Unlike the average, it is barely affected by outliers.
Calculated based on our freelancers’ daily rates as of 30 Aug 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
About the role
Service management
An ITSM Consultant shapes how IT support runs day to day. The work is about clear processes, clean handovers, and measurable service quality. Common project work includes ITIL-based process design, service catalogue structuring, incident and problem management, and change control.
- Define or refine service processes
- Map roles, handoffs, and approvals
- Improve ticket flows and SLAs
- Prepare documentation for operations and audits
Tools and platforms
Many companies hire an ITSM Consultant to work in ServiceNow, Jira Service Management, BMC Helix, or similar service desks. Strong consultants understand how tools support the process, not the other way around. They can translate business needs into workflows, forms, categories, queues, and reporting.
They also know how to keep the setup practical for service desk teams, infrastructure teams, and end users. In Germany, this often means working with international IT teams, clear documentation, and structured stakeholder reviews.
Typical engagements
Freelance support is common when a company needs fast progress on a service transition, a tool rollout, or a process rescue. An ITSM Consultant is often brought in to stabilise a messy ticket landscape, prepare a new operating model, or align support teams after an outsourcing change.
- ITIL process implementation or improvement
- ServiceNow or Jira Service Management rollout
- Operating model design for support teams
- Process audit and remediation work
What strong consultants do
A strong ITSM Consultant is precise, structured, and comfortable with both technical teams and business stakeholders. They ask the right questions, challenge unclear ownership, and keep the focus on usable processes. Good work is visible in better routing, fewer repeated incidents, cleaner reporting, and fewer manual workarounds.
They should also handle workshops, write clear process notes, and support training for service desk agents, process owners, and managers. If the role sits in a German company with international operations, strong English and clear written communication are often important.
Core skills
- ITIL and service management process design
- Incident, request, change, and problem management
- Workflow configuration and service desk structure
- Reporting, SLA logic, and operational governance
- Workshop facilitation and stakeholder alignment
When to hire
Bring in an ITSM Consultant when the current setup is too slow, too manual, or too dependent on a few people. Freelancers are a good fit when the need is project-based, when internal teams lack bandwidth, or when a neutral external view is useful.
In Germany, freelance collaboration works well for companies that want focused delivery without adding a permanent role too early. It is especially useful for mid-size firms, enterprise IT departments, and outsourced service environments that need quick structure and practical process ownership.
Frequently asked questions
What clients ask us most about ITSM Consultants — answered in short.
A ITSM Consultant designs and improves how IT services are delivered and supported. That usually includes incident, request, change, and problem management, plus the workflows, roles, and reports behind them. The goal is a service model that teams can run consistently, not just a tool that looks complete.
Most companies expect experience with service management platforms such as ServiceNow, Jira Service Management, or BMC Helix. A strong ITSM consultant also understands how to configure categories, queues, approvals, and SLAs so the tool fits the process. Tool skill matters, but process thinking matters more.
A ServiceNow Consultant focuses on the platform itself, while a ITSM Consultant focuses on the service management model and its execution. In many projects the same person can do both, but the priorities are different. If the issue is process design, governance, or service quality, ITSM is the broader fit.
Hire a ITSM Consultant freelancer when the work is tied to a rollout, redesign, audit, or turnaround. That is often faster than hiring permanently, especially if you need specialist input for a limited period. It also helps when you want an external view before locking in a new operating model.
A strong ITSM consultant turns vague service problems into clear process steps, ownership, and controls. They document well, run workshops without losing the room, and keep changes realistic for the teams that must use them. Good consultants also know when to simplify instead of adding more process.
Many ITSM Consultants can work remotely for process design, documentation, and tool configuration. On-site time helps during workshops, stakeholder alignment, and go-live support, especially in larger German organisations. A hybrid setup is common when the project touches many teams.
German industrial firms, enterprise IT departments, shared service centres, and regulated organisations often use an ITSM Consultant. They need structured support processes, clean escalation paths, and clear audit trails. In these settings, careful documentation and stakeholder discipline are usually important.
Look for concrete examples of process improvements, tool rollouts, and stakeholder management, not just ITIL terminology. A good ITSM Consultant can explain how they improved ticket flow, changed ownership, or reduced manual steps. Ask how they measure success and how they handle resistance from operational teams.
The average hourly rate for ITSM Consultants in Germany is 111 €, which corresponds to a daily rate of about 885 € based on an 8-hour working day.
Of the freelancers working as ITSM Consultants in Germany, 57% hold at least a Bachelor's degree and 29% hold at least a Master's degree.
On average, freelancers working as ITSM Consultants in Germany have 31 years of professional experience, with a single engagement typically lasting around 1.9 years.
The most common languages among freelancers working as ITSM Consultants in Germany are German (100%), English (100%), and French (40%).
The most common industries among freelancers working as ITSM Consultants in Germany are Banking and Finance (100%), Information Technology (100%), and Professional Services (80%).
The most common business areas among freelancers working as ITSM Consultants in Germany are Information Technology (100%), Operations (100%), and Project Management (100%).
FRATCH ITSM Consultants main locations
Our freelancers and interim experts are at home across the DACH region — available on-site in the major business hubs or fully remote. Choose a location to discover matched specialists, local market insights and up-to-date availability.
Berlin Hamburg Munich Cologne Frankfurt Stuttgart Dusseldorf Leipzig Dortmund Essen Bremen Dresden Hanover Nuremberg Request a free demo
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Philipp Thomaschewski
FRATCH CEO
