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

2005.01 – 2005.04 / ERP- ITIL Process improvement SAP

• Implementation of ITIL service management with mySAP
• Transition of the static SLA (paper procedure) towards a dynamic and integrated service delivery using mySAP ERP solution as ITSM tooling
• Data migration and conversion of the contracts to SAP tables

Phases: Preparation till Production cutover

2000.03 – 2000.12 / CMS implementation

• Transition from a paper model to an electronic flux between the hospitals and the social security to permit electronic validation of viability of patients
• Audit & roadmap design (business fit, GAP assessment, legacy interfacing) for a Content & Document Management System

Phases: Preparation till Production cutover