2008.10 – 2009.07 / Business transformation manager - ITIL / Set-up of Service Delivery Management

1) Phase audit
• Assessment of service management policies for card processing
• Fit / Gap analysis for 3 service desks in 3 countries (Belgium, Germany, France)
(processes, procedures, tasks, activities, organisation, data, applications, tooling, SLA/SLM/KPI)
• Determine the roadmap for implementation of a uniform approach of ITIL service management from a governance approach
• Negotiation with all localised stakeholders for 1 common approach: Global Operational Model

2)Phase implementation
• Governance approach (international alginment at 3 service desks) of
- processes
- tooling
- organisational layer (restructuring)

3) Phase transition
• Transition of service management processes
• Transition toward virtualisation of service desks

BENEFTIS:
• Cost reduction of the operational model amongst 3 countries.
• Installation of a virtual service desk

Phases: end to end

2006.09 – 2007.08 / ITIL Transition & Change manager Set-up of Service Delivery Management

1) Phase audit
• Assessment of the service management policies (processes, procedures, tasks, activities, organisation, data, applications/tooling, SLA/SLM/KPI) for 5 service desks in 3 countries (Belgium, the Netherlands, Luxemburg)
• Fit / Gap analysis for all sites
• Determine the roadmap for implementation of a uniform approach of ITIL service management from a governance approach
• Describe the continuity plans to manage risks (service desk failure, service management failure, process breakdown analysis, set-up mitigation approach, communication)
• Determine the roadmap to renew the concept “catalogue of services”, service design
• Negotiation with all localised stakeholders for 1 common approach: Global Operational Model
• Support the PMO/PSO for a team of project mngrs, give Prince 2 training

2) Phase implementation
• Governance approach (international alginment at 5 service desks) of
- processes
- tooling
- organisational layer (restructuring)

3) Phase transition
• Transition of service management processes
• Transition of disaster recovery & resumption planning
• Transition toward virtualisation of service desks

Phases: end to end