Bo August Fritzbøger Email & Phone Number

Copenhagen Metropolitan Area

As Service Manager at KOMBIT I follow-up on the daily operation of the outsourced IT solutions in the department for labor market and employments. The service management framework used is ITIL based.As Service Manager my focus is mainly on whether the IT operational parts of the contract complex are followed by all parties. But I am also I am contributor to the development process as author to and reviewer of changes. Deliveries from the vendors are various from support, incident and problem management, hotfixes as well as releases of new functionality to the solutions (i.e., application and infrastructure component) and monthly service level reporting and day-to-day communication, yearly ISAE revision reporting etc.Deliverables to the municipalities are it solutions for municipal caseworkers as well as webportals for citizens with focus on public services like supplementary pension and sickness benefit. I also participate in the tendering/retendering process as the Service Management representative from the early start in the elicitation process, with focus on service level requirements, tender evaluation and follow up on whether Service Management, mainly IT operations elements, are adequate described by the offerors and later-on included in the deliveries.Skills: Municipal Services · Vendor Management · Troubleshooting · Information Technology · Key Performance Indicators · Quality Control · Negotiation · Service-Level Agreements (SLA) · IT Service Management · IT Operations · ITIL Certified · IT Outsourcing

Copenhagen Area, Denmark

Within public IT, my focus is on defining, maintaining and operating a release management process for shared IT services. KOMBITs shared services are two inter-dependent it solutions operated by two different vendors on different technical platforms. The it solutions are used by all the Danish municipalities and by several public IT service providers. Main tasks:1. Release process management and optimization2. Release management for the it-systems "Serviceplatformen" and "Støttesystemer" (sharing of public data and infrastructure components) for the danish municipalities3. Change evaluation and approval4. Follow up on operation issues in collaboration with incident and service level managementOther tasks:1. Reporting on service usage using Microsoft Power BI2. Follow up on unsual usage patterns

Copenhagen Area, Denmark

Service level management on deliveries from Service Providers. KOMBITs IT Services are used by several to all Danish municipalities and some also by private companies as well as by the citizens. The service management framework used is mainly ITIL v3.Deliveries from the vendors are various from support, error handling, issuing hot fixes as well as releases of new functionality to the solutions (i.e. application and infrastructure component) but also monthly service level reporting and day-to-day communication etc. I'm also participating at the development projects as the IT operation/Service Management representative from the early start in the elicitation process, with focus on service level requirements, tender evaluation and follow up on whether Service Management mainly IT operations issues are described and handled in project deliveries.

IT service delivery responsible of consistent and reliable infrastructure services, across several technology areas, as Operation and Problem Manager. My responsibilities were:-Follow up on failed deliveries -Negotiate definition and implementation of new services or extensions to existing service agreements.-Arrange/Participate/Manage customer meetings to e.g. assure clarification of agreed services or discuss possible new services mostly on the technical level.-Perform SLA reporting in relation to availability, capacity, problem and other technical issues

Change and release management to the services included in the service level agreement with a large public organisation (hospitals and administration) covering changes to:- Servers (DBA, Application, etc)- Network- Clients- ApplicationsMy job assignments includes screening of new tasks, finding and assigning the right ressources/competences, asure delivery within given time limits and maintaining documentation. Another important area is monthly reporting on key performance indicators and follow-up.

IT Quality Consultancy with focus on quality control and validation procedures and activites such as: - guidance to ISO9001requirements - guidance to test and validation strategies - preparation of test and validation strategies - coordination and execution of test and validation activities - preparation and creation of test and validation documentation - administration and use of Quality Center/ Testdirector

- Change & Release Management- ITIL Certified (Practitioner Release & Control)- Back-office (for affiliates and denmark)- QA documentation- Test and Approval- IT product selection and purchasing agreements- PC client standardization and management.- OS and software deployment and management- Problem management- Internal Auditor

-Helpdesk 1. level support-On site 1. and 2.level Support-Image building (creating images for the pc platform, using Ghost and PQDI.)-testing of hardware products generally

Green Information (later "Center for miljø og sundhed" now disbanded) was a Information Agency with the mission to empower the consumers to make the environmentally best choises but also with focus on more health related issues.I was responsible for the restructuring of the knowledge information base used to guide consumers.

Cand.Techn.Soc. (M.A.), Environment, Technology And Social Studies

Master Course, Enterprise Architecture

Activities and Societies:

Master Course, Elicitation (Anskaffelse Og Kravspecifikation)

Master Course, It Service Management

Environmental Studies