IT Service Management
Software Architecture Projects | | Links: Website
For more than 20 years, I have worked at large international organisations as a Senior Solution Architect for IT Service Management software. My clients are usually based in Europe, North America and the Middle East. Banks, Insurance companies, Pharmaceutical companies, Petrochemical companies, usually organisations with a 100.000 employees or more.
My Resonsibilities:
- Stakeholder Meetings
- Consolidation and discovery of functional and technical requirements
- Advisory to the Board / Process Owners
- Design of technical solution
- User Interface design
- Implementation of solutions according to company policy and SDLC
- Infrastructure analysis and stress-tests
- Security analysis & penetration tests
- Administrator and End-User Documentation
- Business Reporting
- Automation & Integration
- Support and Training of employees / end-users
ITIL Processes:
- Service Management
- Incident Management
- Problem Management
- Change Management
- Release Management
- Request Management
- Asset Management
- Knowledge Management
- Configuration Management
- Service Level Management
Clients
I started in 1998 with Peregrine Systems ServiceCenter 3. The software was originally called PNMS (Problem Network Management System) for MVS / 3270 systems, and the GUI was based on “lines” as to maintain backward compatibility with text-based UIs.
Peregrine Systems ServiceCenter v6 (2002)
In 2005, HP acquired Peregrine Systems and made their various software products a part of the HP OpenView portfolio. ServiceCenter was then called ServiceManager, and it received a number of big updates that gave it less of a text-based GUI feeling.
HP ServiceManager v7 (2007)
From around 2011, the ServiceNow platform (created by the former CTO of Peregrine Systems) had taken of a large share of the corporate IT Service Management market, and many corporations were making the switch.
ServiceNow (2015)
