Working on project basis:- Analysis of IT Delivery Process Data- Analysis of ITSM Data- Analysis of Customer Satisfaction Data and Feedback

- Build a fully functional Service Desk for customers- Support, motivate and stimulate support employees- Training of new personnel- Organise and coordinate distribution of work- Initiate, pick up and support projects to ensure quality and improve service (processes and efficiency)- Define and monitor internal and external SLA's- Responsible for internal support and service processes (incident, problem, change, escalation)- Advise prospects/customers where it concerns product- and service portfolio- Assist in running projects for existing and new customers

During this master class we have seen all aspects of the Chain management lifecycle. As lab exercise, we started setting up a new company that specializes in delivering IT Management software from the cloud.

Since January 2003 I was responsible for multiple roles/functions within this organisation, including:Service Management:- Further development/improvement of implemented ITIL processes for management and support services- Quality management: Analyze results of process management and making proposals for improving service quality/efficiency- Sparring partner for colleague process managemers (incident, change, config, problem and SLM)- Escalation managementChange Management (Ad Interim): - Controlled implementation of changes on managed customer environments (by system administrators)- Customer communication considering changes (future/past)- Obtaining financial approvals for changes outside contract- Report on process results to clients, SLM’s and Operations departmentSecurity Management:- Develop security policy and awareness program- Since 2006 responsible for SAS70 certification of delivered services for one of our clientsApplication Management:- Management and development of ITIL Service Management toop (HP Openview ServiceDesk 4.5)Development and management of Reporting (using Hyperion):- Propose, develop and manage reports in the fields of process management, sales, operations management, service level management and financial management

- Daily operations systems management and support department- Delivery management- Reporting on services provided (using Hyperion)- Managing / coordinating third parties (IT related)- Research and development new services- Escalation management- Insource management- Quality management

Service Manager:- Develop / implement ITIL environment - Intermediary between customers and internal IT- Establish a service based costing/pricing structure- Reporting on services provided (using Hyperion)- Managing / coordinating third parties (IT related)- Research and development new services- Escalation management- Outsource management- Quality management- ITIL tool selectionChange Manager:- Owner / Scheduler changes (IT related)

Service (Level) Manager:- Develop / implement ITIL environment- Intermediary between customers and internal IT- Establish a service based costing/pricing structure- Reporting on services provided (using Hyperion)- Managing / coordinating third parties (IT related)- Research and development new services- Escalation management- Outsource managementChange Manager:- Owner of changes (IT related)- Chairman Change Advisory Board (CAB)- Capacity management

- Establish a hardware installation environment- Define and run a helpdesk environment- Manage/coordinate third parties (IT related)- System management- Define and run services for internal training department: - Hardware installation - Classroom setup - Classroom booking system - Technical support trainersProject Management- Time registration IT employees- Isolated Test Lab- Move to new building (IT related)

Employee intenal IT departmentHelpdesk support to internal HP users

Helpdesk support to endusers

Programming custom applications for various clients (Progress 5.2I, 6.2B, dBase III, FoxPro):- Quotation administration- Student administration- Purchase automation- Shipping administrationTraining of end users (WP, Lotus, Ventura and MacIntosh)Helpdesk support to end usersProgramming several dBase III+ solutions for customers