Conducting service management training according to ITIL4 best practices. Stationary and online training.

* Creating a service catalogue provided by an IT organization for business* Defining and agreeing with the business the required level of services (SLA) * Conducting activities that ensure compliance with the required level of services (SLA)* Verification of the content of contracts with IT suppliers* Organization of work of support and maintenance teams: Service Desk, infrastructure, applications and databases administrators* Design, implementation and / or optimization of processes: ** Incident management ** Problem management ** Change and configuration management ** Service Level Management ** Any ITSM related* Verification and optimization usage of monitoring and reporting tools: ** Required service level - SLA ** ITSM: incidents, problems, service requests, request for change ** Hardware nad software infrastructure

Defining new IT services and their requirements for SLAAgreeing SLA requirements with business and IT support teamsSupervision of the Incident Management process in accordance with the requisite repair times (SLA)Support for IT managers in achieving the objectives for specific business areas Diagnose problems in the field of IT solutions Proactive support and participation in developing innovative IT solutions for the business Optimization of working within a team and identified areas of businessAnalyzing, reviewing and reporting to the designated business areas as a result of the implementation of IT services in relation to the level set in contracts Leadership in the creation and strengthening of culture-oriented partnership with the business areasSupport of projects realized by Aviva Poland in the SLA requirements

IT Service Management based on ITIL best practises for processes: Service Level Management, Capacity Management, Continuity Management, Incident Management, Problem Management, Change Management and Configuration Management.Defining, creating and development of service catalogue.Defining, negotiating and agreeing Service Level Agreement (SLA).Monitoring, reporting and maintanance SLA.Management of ongoing IT system operation.Monitoring and reporting capacity of system elements (CPU, RAM, discs, network interfaces).Planing short and long term utilization of system capacity.Supervision over operation of monitoring tools for system through planing, executive control and reporting.Planing, defining and control change management required to fulfilment system SLA and capacity.Defining, organization and deploymnet incident, problem, change and configuration management for different systems.Elaboration Maintenance process based on quality management system ISO 9001.

Service level management (SLM) based on ITIL.Creating and maintaing service catalog.Defaining and negotiating SLA.Defining and deployment incident and change management processes.

Maintenance of IT infrastructure (hardware and software)Second line help-desk support.Tivoli Storage Manager, Tivoli Monitoring

MCSE, MCSA, CCNA, MS Exchange 2000

Designing, creating and maintaning intranet and Internet sites.

Designing and creating level dependent ear-muffs.