For my client, Logius in The Hague, I was responsible for the project management of all the IT Service Management (ITSM) processes. I cooperated with an ITSM architect, several ServiceNow engineers an a tester.
IT service management (ITSM) is the process of designing, delivering, managing, and improving the IT services an organization provides to its end users. ITSM is focused on aligning IT processes and services with business objectives to help an organization grow.
The goal of the project was to describe all the twentysix ITIL processes for the proper functioning of the platform. With the team we wrote per process a document called “Dossier Afspraken en Procedures” or DAP where all the agreements are recorded.
The Information Technology Infrastructure Library (ITIL) is a set of practices and a framework for IT activities such as IT service management (ITSM) and IT asset management (ITAM) that focus on aligning IT services with the needs of the business.
- Location: The Hague
- Hardware: n/a
- Software: ServiceNow and textprocessors
- Project Method: Scaled Agile Framework (SAFe)
- Number of stakeholders: 38
- Duration: 48 weeks
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