Jørn Mose Email & Phone Number

North Denmark Region, Denmark

Struer, Middle Jutland, Denmark

Denmark

Overall responsible for the process quality in JN Data A/S in a Process Excellence department. Primarily it is ITSM processes, but in general all processes in JN Data A/S are in scope.To fulfil the quality assignment, here are some of the task I take part in:- Process assessment and maturity- Process support and facilitation- Project supportFocus areas:- Process understanding- Process purposes- Process coherence with other processes

Københavnsområdet, Danmark

As Change and Release Manager, I ensure that changes to the IT infrastructure, applications and IT services follow the agreed processes in relation to control and implementation.Change Manager.• Daily Change Management tasks in ServiceNow,• Reviewing of incoming RfCs• Reviewing and management of all changes awaiting CAB and coordination of Change Approval Board (CAB) meetings• PIR and closing of changes• Building and managing Standard Changes• ReportingRelease Manager.• Building and running a new Release Management process, including a new Test Management process.• Developing the Change process documents and workflowsAnalysis and development of ITSM integration and support organizationSeveral smaller and larger integration projects have been or are being implemented. Integration is primarily in relation to existing and new suppliers. I have been a big part of both the analysis and development of these integrations.• ITSM integration, process alignment and operationalization of support organization with NNIT and NetCompany, as well as a number of smaller suppliers• Create/reviewing process documentation and facilitate process workshop• Create/reviewiing process documentation, SOPs (Standard Operation Procedures) and workflows• Service Desk transfer to NNITMaking processes operational in ServiceNow• Building and updating webfroms (Record Producers and Maintain Items)• Building workflows• Creating Reports and Dashboards

Denmark

Renewal of existing ITIL Processes and extending the range of ITIL ProcessesCPH Airports today uses a few IT Processes. Incident Management and Change Management, but not to the full extent. These IT Processes need to be renewed and then CPH Airports wants to extent the use of the ITIL framework, including other processes. Process analysis, development and operation of primarily the Change and Release Management processes, but also the following:• Incident Management• Problem Management• Request Fulfilment• Service Catalog• Service Level Management

Akkrediteret underviser i ITIL for Global Knowledge.Afholder mellem 5 og 10 tre dages kurser pr. år.

Århus Og Odense, Danmark

Aalborg

KMD Service Desk as a sub-project manager to ensure, tool integration and process alignment between the customer / supplier and KMD.Project 1: New customer:As the service integrator for the customer, KMD shall handle all Incident, Service requsts-, problem tickets and change requests against more than 70 subcontractors.Responsibilities were:• Process documentation, Standard Operation Procedures and workflows• Service Desk readiness• ITSM integration (ITSM tool integration between customer and KMD)• Process alignment between KMD and customer. Covering Incident Management, Problem Management, Change Management and Request fulfilment.Project 2: New supplierResponsibilities were:• ITSM integration (ITSM tool integration between Supplier and KMD)• Process alignment between KMD and Indian Offshore Supplier. Covering Incident Management, Problem Management, Change Management and Request fulfilment• Develop process documentation and facilitate process workshop

Aalborg,

Process Development:I participated in the alignment of Business units around Europe, to utilize one common ITIL process model.Together with a process team from Serbia, Hungary and Denmark we designed 10 ITIL processes within Service Operation, Service Transition and Service Design. E.g. Incident-, Problem-, Change-, Capacity- and Service Level Management.Furthermore a process for Governance and Engagement were designed, covering both internal and external Governance and Engagement.IT-Readiness project:To ensure that new or changed IT systems are ready for production.Evaluate the integration and operation of the service capability and resources. It verifies that the deployment organization and people are prepared to deploy, and that operations who receive the new or changed service in the live environment is ready to operate the system or component, e.g. deployment team, Service Operations, customers, users and other stakeholders. Gathering and documenting information about Supplier, Capacity, Security, Configuration and Continuity. Ensuring that service validation and testing is carried out. The different kinds of test results are added to the documentation.Change Manager:Coordinating and approving changes during transition and burn-in with test teams and deployment teams.- Ensuring a high quality- Informing stakeholders- Keeping track of deployments in the Change logIncident Manager:As a Incident Manager I worked with the development team to prioritize, schedule and fix Incidents, and document the resolution.Reporting on progress of the Incidents to management.Furthermore:- Analysis work: to ensure that a new supplier worked after ITIL V3 principles- Implementation of Standard Operation Procedures- Identification and document of standard Service Request- Identify new CSFs and KPIs for the Incident and Problem Management- Process training

Ålborg Area, Denmark

Kmd

Certified ITIL Expert, LEAN Practitioner and Internal auditor.I work as an ITIL Specialist. I am the process owner of the Incident Management and Request Fulfilment processes. I also have extensive knowlegde of Event Management, Capacity Management, Problem Management, Contiunal Service Improvement and Change Management.I am Working in a large Danish IT company with IT Service Management processes within the ISO20000 and ISO27001 framework.Daily responsibilities:Process maintenance and support- Standard Operating Procedures, process descriptions and process guidelines.- Ensuring compliance with ISO20000 and ISO27001, and provides value.- Document and publish process incl. integration with other processes. - Identify, prioritize and implement suggestions for improvements from stakeholders.Process performance- KPIs and Metrics including follow-up and recommendations to stakeholdersProcess design - Principles, Workflows and RolesTraining of new employees in the use of processes and how the processes work within the IT System management tool. In addition to training new employees in Denmark, I have on several occasions spent time in India to ensure that suppliers have the appropriate ITIL process understanding, but also to educate employees and securing complience.As a LEAN practitioner i'm working with developing and improving processes using Lean methodologies. I have facilitated LEAN projects, workshops and implentations.Project work:Implementing new customers Improvement projects also using LEAN

Aalborg

As Incident Manager my responsiblities are effective implementation of the Incident Management process and Service Request fulfilment process.I carrie out the dashboard (KPI) reporting to management. As Incident Manager I'm the first stage of escalation for all Incidents and Service Request, should these not be resolvable within the agreed Service Levels.Handling all Major Incident, coordinating with 2nd level support and informing customers about their Major Incidents status at agreed intervals.

As 1st Level Coordinator my responsibility was to:Record and classify received Incidents and Service Requests.Assign tickets, which can not be solved within the Service Desk, to 2. level.Coordinate tickets according to SLA, with 2. level.Keeping customer/users informed about their Service Requests and Incidents status at agreed intervals.Updating the knowledge base.

Silkeborg

I was employed in the support group (User Service), where my primary responsibility was to support the many users and Internet banking customers.Additionally, I have the responsibility to implement a new service organisation, train and organize Erfa meetings (exchanges of experience) for a large group of operating superusers.

Aalborg

My resposibilities as a IT supporter were MVS OS/390, 625 x WIN2000 servers / AIX nodes, Ethernet / Token ring and various websites.In addition to that, I supported 4,000 PC users.In the evening and at night, we are responsible for Nykredit batch execution. The department was open 24*7*365.

Aalborg

Worked as a system administrator on rating and roaming area, with responsibility to ensure that all billing file was loaded in billings system. Was responsible for testing and ensuring proper billing of both domestic and international mobile calls.Had contact with more than 100 roaming partners worldwide.

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