IT Service Management Experts in Munich

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

• Configured Topics, Microsites into rich content portal widgets, Content Library, landing pages and automated client portal data sync, reducing manual effort by 80% and elevating self-service engagement.
• Architected optimal display across devices and varying resolutions to enhance user accessibility and experience.
• Set up and customized Azure VM integration by utilizing Catalog Items, PowerShell scripting and workflow orchestration.
• Analyzed and translated business requirements into scalable solutions, leveraging ServiceNow scripting to enhance platform functionality and elevate user experience.

Key ServiceNow Skills: Service Portal, Widget Development, Catalog Items, PowerShell Scripting, Workflow Orchestration, Content Management.

• Overall responsibility for the project lifecycle from scope definition to completion
• Close collaboration with platform teams, IT leaders, and external service providers
• Application of SAFe principles and structured sprint work
• Creation of a migration roadmap with clear milestones
• Monitoring of the lifecycle: onboarding, repository migration, replication of permissions, and system tests
• Visualization of the architecture with PlantUML and Gliffy as well as documentation in Confluence
• Regular status reports and running knowledge transfer sessions

Industries: Solutions and products that need explanation in B2B sectors.

• IT solution: Interim Marketing and Product Portfolio Manager DACH, provider of an online proctoring solution for universities and corporate customers for fully automated exam supervision.
• Establishment of the brand in the market as a perceived market leader for automated supervision solutions. Building key multipliers in the higher education segment and in the corporate learning environment. Building a sales pipeline and establishing a targeted lead generation process. Implementation of all online and offline media with market-appropriate and target group-specific messaging. Development of a PR strategy for regular communication and crisis communication.
• Development of the sales strategy and implementation of sales measures. Management of the sales team.
• IT solution: Provider of an e-ID solution platform
• Market and potential analysis, evaluation of the business plan for the DACH region, development of target group segmentation. Based on this, derived the requirements for product management. Generation of first pilot projects based on the developed lead generation measures. Development of target group-specific messaging. PR strategy to position the brand in special-interest media. Development of the ICP and definition of the sales approach. Definition of customer arguments and value propositions for sales measures.
• IT solution: Mid-sized partner of a market-leading CRM solution
• Analysis of the market potential in DACH, development of the business plan, repositioning of the company. Building lead generation. Winning new projects based on the new direction. Doubling revenue within two years by linking marketing and sales.
• Energy: Marketing and Product Portfolio Consultant investment company with more than 200 holdings
• Concept for marketing the different service companies under one umbrella brand. Implementation of an event concept for the annual multi-day group meeting. Advice on selecting a suitable advertising agency.
• Furniture: Product and Marketing Manager Mid-sized furniture manufacturer from Italy
• Analysis of market potential, evaluation of risks and opportunities in the German market, definition of the sales plan for Germany and Austria, development of the go-to-market strategy, positioning in the upper middle price segment. Winning the first specialist retailers. Development of the full brand story, corporate design and communication materials online and offline. Winning the first end-customer projects.
• IT solution: Interim Marketing and Product Manager DACH portal for electronic signatures
• Launch of the solution, which was already known in other European countries. Formulation of key messages for targeted lead generation. Definition of value propositions tailored to the respective industry and target group. Implementation of online measures and a trade fair concept. Winning the first pilot customers and building the sales pipeline after 6 months.
• IT solution: Interim Marketing Director and Product Management for a mid-sized ITSM consulting firm
• Repositioning of the company. Establishment as a relevant partner between large corporations. Building lead generation. Harmonization of sales and marketing. Successful build-up of the sales pipeline. Linking of license and professional services. PR strategy. Development of the sales strategy to generate own leads and reduce dependency on manufacturers. Definition of sales processes. Implementation of CRM processes to evaluate the pipeline and forecast metrics. Result: revenue grew from 2.5 million to approx. 18 million after 4 years.

• Support and further development of a complex process for creating XML documents for electronic invoices / E-Invoicing (XRechnung, ZUGFeRD)
• Automation of operational processes, process development and optimization
• Development of frontend applications with MS Power Apps
• Porting SQL Server 2016 to SQL Server 2022
• SQL Server database administration

• Designed and implemented Azure Kubernetes Clusters, and managed DNS and Firewall solutions, enhancing network security and reliability.
• Led projects using Agile Scrum methodologies to streamline development cycles and improve project efficiency.
• Fostered and maintained relationships with suppliers to ensure timely project deliverables and resource availability.
• Managed continuous integration and delivery (CI/CD) pipelines using Jenkins, Sonar, GitHub, Bitbucket, and Terraform within the BMW Azure Cloud environment.
• Utilized Fortify SSC and Contrast AST for robust application security testing.
• Directed DevOps engineering initiatives on the SAP Business Technology Platform (BTP), focusing on streamlining development and deployment processes.
• Service Now governance, risk und compliance (GRC&IRM).

• Analyzing, aligning and modeling business processes (BPMN 2.0) for the 'The New Retail' program in the areas of invoicing, tax, customs and accounting
• Tracking user stories and their impact on processes
• Point of contact for preparing the tool migration from Symbio to Signavio for the mentioned areas
• Power user after the introduction of Signavio, point of contact and coach for other process modelers

• Guided a large-scale agile transformation, improving team agility, DevOps adoption, and cloud readiness.
• Supported DevOps & CI/CD practices to optimize cloud deployment strategies and reduce time-to-market.
• Led agile coaching initiatives to enhance cross-functional collaboration between IT and business teams.
• designed agile governance structures to align executive leadership with cloud and digital transformation goals.
• Technologies & Frameworks: Agile (Scrum, SAFe), DevOps, Cloud Adoption, IT Governance, CI/CD, Change Management

As the Solution Architect for Agentic AI in auto claims processing, I led global customer delivery implementations, encompassing solution design and detailing, multi-tenancy, process flows, integration with third-party solutions, and localization requirements.

• Architectural Analysis: Conducted in-depth analysis of business requirements, managing requirements and creating detailed specifications.
• Service Definition: Developed comprehensive technical definitions for services and integration contracts.
• AI Process Management: Automated AI process management, focusing on analysis, optimization, and continuous improvement.
• Requirements Gathering: Facilitated requirement-gathering sessions and analyzed business processes to identify optimization opportunities.
• Agile Collaboration: Employed agile methodologies, working closely with stakeholders to ensure alignment and responsiveness.
• Technical Support: Assisted senior management with technical analyses and deliverability assessments.

• Plan & Prepare (Site Design & Readiness): Inventory & Design: Dell PowerEdge R-Series, Aruba switches (L2/L3), notebooks/peripherals; serials/asset tags, IPv4/IPv6 addressing, VLAN-/DHCP-/DNS plan

• Runbooks/MOPs: site rollout runbook, backout strategy (<15–30 min), risk register, communication matrix; approvals via CAB/change

• Images/Packages: Golden Image (Win10/11), driver packs, BIOS/UEFI baseline; O365/Teams/OneDrive KFM; BitLocker policies; MECM/SCCM, Intune/Autopilot, MDT/WinPE

• Logistics: shipping/customs clearance, RMA/DOA, on-site spares; tools (barcode scanner, label printer), "Go-Bag" (cables, SFPs, console cables)

• Deliver (on-site implementation): End devices: swap & migration (USMT/OneDrive KFM), peripherals (ATB/BT printers, scanners, boarding gate hardware); domain join, compliance checks, O365 activation, printers/queues, network drives

• Acceptance: functional tests for DCS/CUTE/CUPPS/CUSS stations, ticketing/check-in workflows, boarding gates

• Server (R-Series): rack & stack, cabling (PDU redundancy, fiber/copper), labeling/naming; firmware/RAID (PERC), Lifecycle Controller, iDRAC network; Windows Server 2022/2025 + CIS/BSI hardening; agents (backup/AV/EDR/monitoring), time service/NTP auth, Syslog/SNMPv3

• Network (Aruba): VLANs, LACP trunks, MSTP root; PortFast + BPDU Guard at the edge; QoS (EF/AF); dual stack (v4/v6), DHCP relay. NAC/802.1X with ClearPass/Radius/TACACS+, roles + MAB fallback; guest isolation, ACLs (Guest→Mgmt deny). Telemetry: sFlow, SNMPv3, Syslog→SIEM; LLDP→inventory/CMDB

• Airport specifics: CUTE/CUPPS/CUSS terminals; DCS/Amadeus/SITA connectivity; FIDS (read-only); bag tag/boarding pass printing; changes in off-peak/night windows

• Stabilize (hypercare): first-day support, KPI tracking (login times, ticket volume, error classes), QoS fine-tuning

• Troubleshooting: Wireshark/iperf, event logs, switch counters, sFlow flows; fast incident handling as SPOC

• Knowledge transfer: short training sessions for station teams, mini-runbooks (fault/recovery)

• Close (documentation & handover): docs & CMDB: final configs (switch/server), topology/patch plans, IP tables, serial/asset lists, before/after photos

• Acceptance & sign-off: UAT protocols, functional evidence (use cases), return/reuse of old hardware

• Lessons learned: risks, standard packages, driver freeze, "known issues"

• Interfaces/communication: station IT, airport IT, SOC/NOC, ground ops/ramp/check-in, provider (SITA/Amadeus). ITSM: ServiceNow (Inc/Req/Change/KB), handover to BAU

• Developed and operationalized a digitalization strategy to ensure a seamless value chain across all business areas in coordination with executive management
• Implemented a process management standard and led the process organization
• Program management: directed the design, implementation and coordination of the rollout across all value-adding business units
• Reported on the program to stakeholders and executive management
• Supplier management: selected, contracted and managed suppliers within the digitalization program
• Redesigned the process organization, defined new process standards and developed training programs

• Project management
• Taking on special assignments for executive management
• Truck & Bus organization

• 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

• 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