IT Service Management Experts
to improve support operations with fast, precise AI matchingHire experts who design service workflows, configure ITSM platforms such as ServiceNow and Jira Service Management, and improve incident, change and request processes. FRATCH matches you with vetted, available freelancers quickly and precisely.
Meet FRATCH Experts who have recently used IT Service Management
Alwin G.
Last position:
IT Interim Manager & AI Strategist
- Founder of CheironX: AI-supported GRC management (ISO 27001, BSI IT-Grundschutz, TISAX, DORA)
- Strategic focus on Agentic AI and GenAI for modern IT Governance, Risk & Compliance Management
- IT interim management and strategic consulting
Reinhold M.
Last position:
Business Requirements Engineer, Proxy Product Owner, Tester at AXA Konzern AG
Working Environment
- Insurance / Claims Management (Property, Liability, Automotive)
- REST-based ClaimAPI with Guidewire ClaimCenter
Scope
- Further development of the internal REST-based ClaimAPI with Guidewire ClaimCenter as the backend and various portals/front-end offices as clients, and with the following objectives: + increased AI-supported claims processing outside of Guidewire ClaimCenter + and support for all lines (property, liability, automotive).
- Further development of automated claims processing
Activities
- Interfacing IT & Business
- Design activities with documentation in Confluence, Jira: + Requirements engineering (functional and non-functional) + Design of REST endpoints and coordination with interface partners (esp. AI-colleagues) + Identification, design and evaluation of alternative solutions (moving away from a monolithic approach toward fine-grained endpoints, with code reuse across all lines if possible) + Creation / refinement of product backlog items in Jira, i.e. epics, user stories and tasks, incl. alignment with developers & POs during (pre-)refinement sessions + Using AXA Secure GPT when creating / refining user stories (description, acceptance criteria) and designing REST endpoints + Estimation and prioritization of user stories and tasks during Sprint Planning sessions + Coordination and support during the implementation of Product Backlog items + Driving decision making with preparation and presentation of decision-making documents
- Quality assurance: + Test management, including test case creation using Xray in Jira + Test execution using Bruno as REST client and in Guidewire ClaimCenter + Submission of test artifacts for PO approval + Analysis of production bugs
Methods Big Room Planning (aka PI-Planning in SAFe), Scrum, BPMN, EPK, UML, ERM, DDD
Tools / Tech Stack Teams, Confluence, Jira with Xray, OpenAPI/Swagger, REST, JSON, XML, MS Office, Bruno, GitHub repository (reading), Guidewire ClaimCenter, AXA Secure GPT (AXA's in-house GenAI solution based on Azure OpenAI)
Enver B.
Last position:
Interim Manager Data Protection Projects at Telefonica Deutschland GmbH
Management of data protection & IT security-related projects. Adjustments to knowledge management and consulting processes.
Activities:
- Data protection consulting
- Process optimization in in-house consulting
- Interface to specialist departments, IT security, development and management
Amit S.
Last position:
IT Project Manager – SAP S/4 HANA Delivery Consultant at CHG Meridian UK Limited
- Managed the integrated SAP S/4HANA delivery plan for 12 BTS workstreams, including milestone, dependency, and governance management.
- Coordinated end-to-end delivery across Business, IT, and Operations, focusing on execution, readiness, and issue resolution.
- Responsible for RAID, test, cutover, and deployment management to ensure a successful go-live.
- Implemented KPI tracking, status reporting, and PMO governance to provide transparent management of performance, risks, and escalations.
Paul K.
Last position:
Program Manager – Multi-Project Operational Stabilization (Operational Excellence) at ITDZ - IT Service Center Berlin
- Overall leadership of several strategic operations projects focusing on Workplace Services, SLA Framework, access management, certificate management, e-learning, backup & recovery, test management, and capacity management, as well as the introduction of system monitoring and feasibility studies for 24x7 operations, in some cases including implementation in ServiceNow
- Creation of various ServiceNow operating concepts covering training, access rights, and emergency management as part of a new cloud hosting initiative for the ServiceNow platform
- Executive board reports and leadership of steering committees as part of company-wide strategic objectives, as well as the establishment of new balanced scorecards for measuring KPIs related to optimization-driven project results
Felix B.
Last position:
Digital Consultant and Solution Manager at Vorwerk SE & Co. KG
Introduction of a new digital product to the Chinese market as part of a global growth strategy.
Point of contact and coordinating interface between central product management, local Chinese teams and international stakeholders.
Management of the entire program to coordinate complex digital projects.
Successful market launch of a digital product in China (including successful certification for the Chinese market).
Balancing local requirements with global priorities while taking tax and regulatory requirements into account.
Introduction of a new way of working to improve collaboration and coordination across locations.
Development and implementation of a scaling strategy for the digital business model in China.
Use of Jira, Confluence, Miro, Scrum, agile working, SAFe.
Project language: English.
Robert F.
Last position:
Interim Group CIO / CISO at Kellenberger
- Private Equity owned precision grinding machines for Auto, Military & Aerospace – 1200 Employees
- Acting as Interim Group CIO / CISO consolidating Global IT back to Europe – M&A consolidation
- Managed major Security event and post event cleanup – Reporting to regulators
- Performed Vendor & Contract Management – full assessment of capabilities
- Guided Infrastructure refresh & Security Hygiene assessments
Peter D.
Last position:
Security Consultant at Public-law institution of the city administration
- Requirements management, process planning, interface function, ISMS setup, and documentation
- Setup and establishment of an ISMS according to ISO 27001 and establishment of emergency management / ITSCM
- Coordination of the circumstances with the public-sector IT service provider
- Consideration of KRITIS relevance within the scope and implementation of a B3S
- Development of requirements for document control and the continuous improvement process
- Preparation of relevant project documents
- Analysis of existing processes and preparation of guidelines
- Requirements gathering for ISMS and ITSCM and coordination with the IT service provider, including definition of interfaces
- Analysis of communication processes and escalation paths
- Review of documents for risk management, ISMS, emergency preparedness, and emergency response
- Redesign of the complete documentation and preparation of new relevant documents
- Development of necessary rules, policies, and concepts
- Interface between customer and service provider to ensure document quality
- Coordination of protection needs with specialist departments, particularly regarding KRITIS relevance, and planning of resulting measures
- Development of preventive measures to minimize the risk of data center outages in scenarios such as pandemics or ransomware attacks
- Definition of the test strategy for IT emergency exercises
- Initiation of necessary awareness training measures for specialist departments
- External Information Security Officer
- Introduction of document control
Rainer V.
Last position:
Interim Consultant & Business Coach (Focus: Leadership & Competence Development) at bfz
Using periods between projects to deepen leadership skills and Change Management methods.
Personnel and culture development: Supporting specialists and managers with professional reorientation and providing strategic coaching for successful self-presentation.
Empowerment & Performance Coaching: Conducting systemic personality assessments to identify performance bottlenecks and specifically develop strengths within teams.
Moderation & Training: Managing interdisciplinary workshop and seminar groups in both industrial-technical and commercial environments.
Markus B.
Last position:
Consultant, Technical Project Manager at Lanxess
- Project: ESU Windows and SQL Server Consolidation / Configuration Management in ServiceNow
- Prepared an as-is analysis of all servers worldwide
- Prepared an as-is analysis of all SQL servers worldwide
- Conducted requirements analyses for SQL and server migrations
- Coordinated requirements with partners for migrations to Hyper-V (on-premises) or Azure Cloud
- Facilitated regular status meetings (Jour Fixe)
- Developed roadmaps and solution models for server migrations
- Set up test scenarios
- Facilitated workshops for the rollout of a global admin team
- Designed data models (CMDB) in ServiceNow
- Led workshops for the CMDB data model
- Developed solution models for the CMDB
- Created end-to-end configuration documentation and work instructions for the CMDB
- Prepared reports for license management
- Defined KPIs for data quality in ServiceNow
- Created a service catalog
- Facilitated workshops to define service requests
- Acted as interface between requirements analysis and the ServiceNow development team
- Systems used: Windows 7, Windows 10, Microsoft Office 365/2010, Windows Server 20xx, SQL Server 20xx, SharePoint, Azure Cloud, Hyper-V, ServiceNow, various tools
Ebru A.
Last position:
Product Analytics & App Tracking Consultant at EnBW mobility+ AG & Co. KG
- Product Analytics, Mobile App Tracking & Tracking Governance (B2C Mobility App) – agile project management (Scrum/Kanban)
- Product Ownership for Product Analytics and Mobile App Tracking of the EnBW mobility+ app; gathering, prioritizing, and translating business requirements into actionable concepts and Azure DevOps user stories with acceptance criteria.
- Derivation of tracking requirements when introducing new app features (including Resilient Map), definition of tracking parameters (screens, events, custom definitions), and ensuring privacy-compliant tracking (Firebase, GA4, Adjust) based on the tracking concept.
- Design and adaptation of dashboards and funnel reporting for campaigns (GA4 validation, onboarding and order flow analyses, conversion funnels, charging start flow) to identify drop-off points and optimization potential.
- Management of the technical raw data export (Adjust to BigQuery) and connection to the data warehouse/data lakehouse, including data mapping; collaboration with international development teams, Data Engineering, Marketing/Sales, and Product Management.
- Establishment of standardized tracking architecture, naming conventions, and governance; analysis and expansion of tracking (new features and “blind spots”), test design, handover to testers, and quality assurance and approval before releases; documentation in Conceptboard.
Wolfgang O.
Last position:
Project Manager at EnBW - Netze Südwest
- New development and further development of the existing MS Dynamics CRM
IT systems: Microsoft Dynamics Customer Service, SharePoint, DevOps, SAP IS-U
- CRM implementation / further development
- Taking over from the previous service provider
- Business process analysis
- Agile project organization
- Business analysis / requirements engineering with AI support
- Use of AI in development
- Analysis of master data processes
- CRM customer data management
- Requirements documentation
- Stakeholder management
- Workshop moderation
Christian F.
Last position:
Architecture Management at Agency
Expert in the company's architecture management area
Support for standardizing the company's IT landscape
Further development of architecture management
Shaping the company's business architecture
Restructuring, administration and maintenance of all IT assets
Support in creating a unified software asset management and CMDB
Creation of unified document management (e-file)
Transition of documents into a central DMS structure
Link between architecture management and the department's internal business process management
Support in developing strategic and tactical development plans
Organizing communication with key stakeholders
Support in the conception, organization and coordination of the architecture office to be built up
Accompanying and advising the entire architecture management process
Advising the company's business units on architectural topics and their framework conditions
MS Office, Windows 10, VBA
ITIL, TOGAF, PowerBi, Kanban, Scrum
Internal agency tools
Open Touch Conversation, Webex, wire, bdbos
MS Sharepoint, JIRA, Confluence
ARIS, Archimate, BPMN
Fred S.
Last position:
Owner / Senior Consultant at Schröder Consultants UG
- Conclusion of partner agreements with OnePlan (portfolio management) and ForProject/EVMS (project controlling); ongoing qualification and implementation of both tools.
- Project management for the relaunch of [link] with a new focus on integrated PM/PPM toolchains.
- Development and implementation of approx. 60 PM standard methods (PMSP, CMSP, QMSP) according to ICB4 & PMBoK8 as a database application on MS Power Automate / M365 / MS Project, with a planned cloud launch in 2025.
- Deployment and cut-over standard process defined as Quality Gate QG07: go-live plan, cut-over plan, communication package, production launch, smoke test in production, hypercare team, incident and SLA management, confirmation of production stability and operational handover.
- Development of a classification and retrieval system (TOC) for ChatGPT projects to enable immediate cross-application object activation.
Tools: LinkedIn, Claude, ChatGPT, Gemini, Infinity, MS Copilot, OnePlan, EVMS/ForProject, Power Automate, SQL DB, O365, MS Project, MS Cloud, ICB4, PMBoK7, M365, Teams
Marco S.
Last position:
IT Consulting & Project Management at acardo
- Project management for customer projects
- Requirements analysis
- Product Owner
Discover over 15,000 top freelancers
Statistics of experts using IT Service Management
Aggregated from the professional profiles of matched freelancers.
Experience
24 years
Position duration
3 years
Positions per freelancer
15
Top business areas
Information Technology, Project Management, Operations
Top industries
Information Technology, Professional Services, Banking and Finance
Certification focus areas
Information Technology, Project Management, Product Development
Bachelor's degree or higher
82%
Master's degree or higher
48%
Doctorate
6%
Certifications per freelancer
6
Most common languages
German, English, French
Speak two or more languages
97%
Based on our profile pool as of 16 Oct 2026.
Daily rate distribution
The chart shows how the daily rates of experts in this technology are distributed, based on recent contracts on our platform. Each bar covers a rate range — its height shows the share of experts charging within that range.
Average rates of experts using IT Service Management
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 16 Oct 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
IT Service Management experts industry focus
See which industries our matched freelancers work in most often — every figure is calculated live from the freelancers on FRATCH.
- Information Technology (93%)
- Professional Services (63%)
- Banking and Finance (55%)
- Manufacturing (50%)
- Automotive (42%)
- Government and Administration (39%)
- Insurance (37%)
- Telecommunication (36%)
Please note that freelancers can work across multiple industries, so percentages overlap.
About the technology
Service Management Scope
IT Service Management, commonly called ITSM, organizes how technology teams deliver, support and improve IT services. It covers service desks, incidents, requests, problems, changes, assets, configuration data and service levels. The goal is reliable service for employees, customers and business operations.
Core Frameworks
ITSM work often follows ITIL practices, but strong teams adapt the framework to their operating model rather than applying it mechanically. Experts translate service principles into practical workflows, ownership models, controls and reporting. They also connect ITSM with Agile, DevOps, COBIT or business continuity processes when the environment requires it.
Platforms And Tools
Specialists configure and extend platforms such as ServiceNow, Jira Service Management, BMC Helix, Freshservice and Ivanti. Their work can include service catalogs, approval flows, knowledge bases, CMDB structures, automation, integrations and dashboards. Useful adjacent skills include identity management, monitoring, scripting, APIs and enterprise application administration.
Typical Initiatives
Companies bring in freelance ITSM expertise for focused changes or complex service transformations:
- Launch or redesign a service desk and request portal
- Establish incident, problem and change workflows
- Build a service catalog, CMDB or knowledge base
- Integrate ITSM with monitoring, identity and collaboration tools
- Prepare processes for audits, mergers or operating-model changes
When Expertise Matters
External professionals help when internal teams lack capacity, a platform rollout is stalled or service data is inconsistent. They can assess the current operating model, prioritize improvements and transfer knowledge to permanent teams. In distributed organizations, remote collaboration works well when documentation, decision rights and platform access are clearly defined.
What Strong Experts Deliver
The best professionals combine process design with hands-on platform knowledge. They measure outcomes such as resolution quality, request effort, change stability and user adoption instead of focusing only on configuration. Look for clear discovery methods, realistic deliverables, secure integration practices and evidence that the expert can simplify complex service environments.
Frequently asked questions
Not sure where to start with IT Service Management? These answers cover the essentials.
IT Service Management is used to plan, deliver, support and improve technology services. It gives teams structured ways to handle incidents, requests, problems, changes, assets and service performance.
ITSM focuses on dependable service delivery, governance and user support across an organization. DevOps emphasizes collaboration between software delivery and operations, while general IT support may cover a narrower set of day-to-day assistance tasks; the approaches often work together.
A capable IT Service Management specialist may work with ServiceNow, Jira Service Management, BMC Helix, Freshservice or Ivanti. Valuable adjacent skills include ITIL practices, CMDB design, identity systems, monitoring, APIs, automation, reporting and knowledge management.
The right level depends on the scope. A service catalog adjustment may need focused platform knowledge, while a new operating model, CMDB rollout or enterprise migration calls for broad ITSM experience, stakeholder management and strong change control.
Much IT Service Management work can be delivered remotely, including process design, platform configuration, documentation and training. On-site work may help when teams need workshops, data-center access or close coordination during a major service transition.
A professional ITSM engagement should begin with a clear assessment of services, users, workflows, tools and pain points. Expected deliverables may include a target process model, configured platform components, documentation, reports, training and a practical handover plan.
Review whether the IT Service Management professional can connect platform decisions to service outcomes. Ask for relevant examples, clear assumptions, sample deliverables and an explanation of how they handle governance, adoption, integrations and process exceptions.
Organizations in finance, healthcare, manufacturing, retail, telecommunications, public services and professional services commonly use ITSM. It is especially useful where technology supports critical operations, many user groups or formal security and compliance requirements.
The average hourly rate of freelancers who have used IT Service Management in their recent projects is 113 €, which corresponds to a daily rate of about 902 € based on an 8-hour working day.
Of the freelancers who have used IT Service Management in their recent projects, 82% hold at least a Bachelor's degree, 48% hold at least a Master's degree, and 6% hold a doctorate.
On average, freelancers who have used IT Service Management in their recent projects have 24 years of professional experience, with a single engagement typically lasting around 3 years.
The most common languages among freelancers who have used IT Service Management in their recent projects are German (100%), English (95%), and French (25%).
The most common industries among freelancers who have used IT Service Management in their recent projects are Information Technology (93%), Professional Services (63%), and Banking and Finance (55%).
The most common business areas among freelancers who have used IT Service Management in their recent projects are Information Technology (99%), Project Management (92%), and Operations (77%).
Main locations of FRATCH Experts, who have recently used IT Service Management
Our freelancers and interim experts are at home all over Germany — available on-site in Berlin, Hamburg, Munich and every major business hub, or fully remote. Choose a city to discover matched specialists, local market insights and up-to-date availability.
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Zurich Countries:
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