Michael Imhoff Nielsen

The consultant will spearhead the development of a robust support structure and operational processes for the new POS system. This entails crafting detailed process documentation and implementation strategies and ensuring seamless interaction between Flügger's and Fiftytwo's operational and support frameworks. The role requires hands-on involvement in process design, execution, and the practical application of IT service management principles.

Helping a ministry with a public tender (SKI) for a replacement ITSM tool including requirement gathering via interviews with stakeholders from IT as well as the business, and writing of the tender material

ITSM tool (ServiceNow) selection and Unfied Service Management implementation in a multi sourcing environment using SIAM and ITIL 4. Recommendations, implementation plan, roles and responsibilities, organization, governance, operating model, strategy and organizational change management.
Build and organizing a SIAM function within Nuuday. Includes identifying project activities, current state, goals, implement, run and improve

Project manager for ITSM tool implementation. Includes system impact assessment, identifying requirements, running a request for proposal process, proof of concept, test, training, data migration and early life support.

Defining, describing and implementing a global Change Enablement practice with processes, roles, supporting tool (Jira Service Management) and with interfaces to suppliers including organizational change management.

Operational Readiness Review of ANS (AES’s Nye Sagsbehandlingssystem) looking at the operational readiness of the ATP organization as well as the sourcing supplier in regard to select processes, organization, interfaces for collaboration, governance structures etc.

Project Manager/IT-architect assisting with framing, scoping and project managing the initiative of creating an Infrastructure Service Catalogue.
• Delivery of an architectural framework to define and support the infrastructureService Catalogue template, including service description template
• ServiceNow approach established

Creating awareness material for several ITSM practices and their relationships. Includes Monitoring and Event Management, Incident Management, Problem Management, Change Enablement, Service Request Management, Service Configuration Management, IT Asset Management, Release Management, Deployment Management, Knowledge Management, Service Level Management, Service Catalogue Management, Continual Improvement, Measurement and Reporting.

Rewriting process descriptions for Incident, Major Incident and Problem Management processes and defining and describing a procedure specifically for handling incidents in relation to PSD2. Including flows, activities and role descriptions.

Rewriting Change Process with a focus on relations to Demand Management and Project Management including flows, interfaces and role descriptions.

Assessment of the SIAM function including people, processes (Service Catalogue Management, Service Level Management, Supplier Management, Change Management, Configuration Management, Release & Deployment Management, Event Management, Incident Management, Request Fulfilment and Problem Management), organization, governance, contracts and tools in order to identify issues and improvement opportunities.

Documentation current ITSM state and defining/describing a new future state including tool implementation. Processes involved are Incident, Problem, Event and Configuration Management (including CMDB) and Request Fulfilment. Includes Organizational Change Management as core for changing the culture and ways of working.

Analysis of external resource usage and recommendations on reductions with the aim of reducing at least 40%.

Creating complete sourcing strategy including recommended perspectives for applications, locations, capabilities, services, vendors and contract management. The services section included SIAM structures, processes, roadmap and governance boards.

Project Description: The operational readiness track had the purpose of ensure stable and prepared services delivery of O365 services for the customer. The program is responsible for proper handover to Operational service lines ensuring all is ready to support the solution and the customers end-users on Office 365. This includes:
• Define the Support model and User administration model in relation to lifecycle (provisioning, maintain and deleting) including SIAM and responsibilities for… Vis mere

Project Description: The operational readiness track had the purpose of ensure stable and prepared services delivery of O365 services for the customer. The program is responsible for proper handover to Operational service lines ensuring all is ready to support the solution and the customers end-users on Office 365. This includes:
• Define the Support model and User administration model in relation to lifecycle (provisioning, maintain and deleting) including SIAM and responsibilities for relevant processes.
• Establish service integration between the service provider service delivery, Microsoft Cloud Service and the customers IT
• Prepare service management processer (i.e. Incident, Problem and Change Management) and governance processer (reporting, commercials, etc.) across the service provider and the customer. The integration will be based on existing processes and tools adapted to the Office 365 service. Hereunder prepare a model for handling constant changes to O365 Cloud.
Project Contribution: Contributed as SME on processes and governance and organizational structures.
Vis mindre

Project Description: To bring the customer to be able to run and operate its Microsoft Azure environment and support the hosted applications and platforms to the required standard of a professional service provider, the customer has asked Microsoft to lead and execute the enablement of MGIS on this journey including:
• Service Management Integration: Integrating Azure Services into the customer processes.
• Service Operation: operating the customer Azure environment until the customer is… Vis mere

Project Description: To bring the customer to be able to run and operate its Microsoft Azure environment and support the hosted applications and platforms to the required standard of a professional service provider, the customer has asked Microsoft to lead and execute the enablement of MGIS on this journey including:
• Service Management Integration: Integrating Azure Services into the customer processes.
• Service Operation: operating the customer Azure environment until the customer is ready to take over operational responsibility on their own
• Integration with the Azure Managed Services team: onboarding the customers Azure environment into Microsoft Managed Azure services providing VM administrative services and support for the customers Azure operations including SLA, Monitoring and other standardized services.
Project Contribution: Contributed as SME on processes and organization.
Vis mindre

The project had a focus on building a governance structure for the SharePoint environment including the necessary boards, roles, policies, processes, guiding principles and service models.
The SharePoint governance plan included a roadmap for future directions and decisions for the SharePoint environment.

Project Description:Working as project manager for a service provider moving IT solutions for a financial customer from another service provider to this service providers location.
Project Contribution:Preparing and coordinating between the three stakeholders in close cooperation with the project managers from the two other organisations and staff from all the organisations.

Project Description:Assessing a number of operational processes in order to identify current state, get an idea of desired state and make initial recommendations on how to close the caps. The purpose is to make IT infrastructure department more efficient in order to use resources for more proactive activities. Also included are optimisation of the handover of new systems for operations.
Project Contribution:Facilitating interviews and assessments, making conclusions and recommendations and… Vis mere

Project Description:Assessing a number of operational processes in order to identify current state, get an idea of desired state and make initial recommendations on how to close the caps. The purpose is to make IT infrastructure department more efficient in order to use resources for more proactive activities. Also included are optimisation of the handover of new systems for operations.
Project Contribution:Facilitating interviews and assessments, making conclusions and recommendations and being the SME on ITIL and PRM-IT. Processes included are release management, deployment management and service execution in the areas of server, network and storage management. Vis mindre

Project Description:Fulfilling the role as IT Security Compliance Manager within the northern European region. Doing Business Impact Analysis, Risk Assessment and Management, Penetration Test and Compliance and Controls follow up. Using frameworks and standards such as CobiT, ISO/IEC 27000, PRINCE2, ISF and SFIA.
Project Contribution:Fulfilling an internal role at the customer.

Project Description:Responsible for coordination of development and support activities on one of the worlds largest Remedy installations coordinating resources in Denmark and India and coordinating with other organizations both within IBM and within the customer in the same countries as well as United Kingdom. Included weekly status meetings and reporting.
Project Contribution:Helped keep a focus on activities important of the customers and prioritizing resources in a role combining project… Vis mere

Project Description:Responsible for coordination of development and support activities on one of the worlds largest Remedy installations coordinating resources in Denmark and India and coordinating with other organizations both within IBM and within the customer in the same countries as well as United Kingdom. Included weekly status meetings and reporting.
Project Contribution:Helped keep a focus on activities important of the customers and prioritizing resources in a role combining project management and solution architecture. Vis mindre

Project Description:Maturity assessment of key systems/service based on CobiT. Subsequent improvement of processes using ITIL best practices. Initial focus on change, incident and problem management with links to demand, catalogue and service level management.
Project Contribution:SME on CobiT and assessment helping the customer defining scope and approach. Included in data gathering via interviews and analysis producing findings and recommendations.
The assessment was done using their… Vis mere

Project Description:Maturity assessment of key systems/service based on CobiT. Subsequent improvement of processes using ITIL best practices. Initial focus on change, incident and problem management with links to demand, catalogue and service level management.
Project Contribution:SME on CobiT and assessment helping the customer defining scope and approach. Included in data gathering via interviews and analysis producing findings and recommendations.
The assessment was done using their own assessment sheets based on CobiT controls.
Subsequent SME on ITIL and service management defining and describing processes and also working with tools, communication and management of organisational change. Vis mindre

Project Description:Creating a service catalogue for a financial customer of all infrastructure services delivered by IBM outsourcing.
Project Contribution:Identifying all services in cooperation with IBM service owners and representatives from the customer.
Defining the structure and contents of the service catalogue.

Project Description:Analysis on resource consumption and how resources could be better utilized for a manufacturing company using the IBM Issue Based Consulting (IBC) methodology and SFIA.
Resulted in a number of finding and recommendations.
Project Contribution:Facilitating hypothesis creation, data gathering, analysis and presentation of findings and recommendations.

Translation of ITIL Foundation Handbook into Danish. ISBN 9780113311675.

Project Description:Coordinating the implementation of Tivoli tools TSRM, CCMDB and TADDM.
Project Contribution:Coordination, planning and engaging resources and be the SME on ITIL in a role combining project management and service management consultant.

Project Description:Implementation of ITIL processes (Incident, Problem, Change, Release, Configuration and Service Level Management) with supporting tool.
Project Contribution:I had a dual role as both project manager and ITSM consultant. I contributed to the organisational implementation and helped the customer project manager making this project a success.

Project Description: Assessment of "Service Monitoring and Control" using Microsoft assessment methodology based om MOF and SPICE (ISO/IEC 15504). The customer was a telecom provide basing there processes om META Group Operational Excellence. The assessment was done via a number of interviews.
Project Contribution:Executing the interviews and making the conclusions and recommendations.

Project Description: Part of delivery team designing incident and problem management processes.
Project Contribution:Contributed as SME on incident and problem management.

Opbyggelse af Facility Management incl. organisation i Olivetti / Olsy