Curriculum Vitae - Josef Katkits

 
 

Josef Katkits

Senior Service Management Consultant

Summary

Josef has wide experience in steering and supervising ITIL process development, ownership and management.

As process owner,  he has also taken part in defining and implementing ITSM / ITIL processes, e.g. Incident, Problem, Change and Configuration Management. Tools involved varied.                         

He has also worked several years operatively in these roles, in close cooperation with Service Desk, Operations and Infrastructure organisations, management and staff.

Josef has technical background with long experience in the IT industry and Telecom industri.

Josef excels in thorough documentation (including development of ITIL 2011 training material) , definition and analysis of KPIs and operative measurements, reports, presentations and willingness to share his knowledge and experiences.

In the last 10 years, he has demonstrated his abilities as process developer based on the ITIL framework, project manager in implementing the processes across organisations, requirement / GAP / Pre-sales / Bid analysis with focus on Service Management tools (CA Unicenter, HP Service Manager, BMC Remedy) as well as trainer in the ITIL Foundation curriculum.

Engagements

2017-01 Own enterprise - SIAM course development, networking, ITIL training delivery
2016-09 - 2016-12 Capgemini Internal assignments, coaching, training

2016-05 - 2016-08

Capgemini - RSA/Codan/Trygg-Hansa
Quality Assurance

2016-03 - 2016-05

Capgemini - Outokumpu Oy, Finland
Service Design and Transition Manager of a SIAM implementation

2016-01 - 2016-02

Capgemini - RSA
Application maintenance quality assurance consultancy
Develop framework for application maintenance quality assurance

2015-01-2015-12

Capgemini - Riksskatteverket, Skattemyndigheten
Support the implementation of ITIL processes and tools at the Inland Revenue Department (Skatteverket). The main task is to develop and deliver training in processes and the HP Service Management tool, as well as definition and development of KPI measurements using Crystal Reports.

2014-04

Capgemini internal
Service Integration training for Sales and Delivery staff, company internal

2014-01

Capgemini - Nokia AB
Role:
Preparation and coordination in of PC-rollout in Geneva, London, Cambridge and Bangalore.

2013-09 - 2013-12

Capgemini internal
ITIL 2011 Foundation and introduction courses held company internally, including Consulting and Schneider.

2012-08 - 2012-11

Lantmännen
Role: Global Incident Process Manager, Global Service Desk service responsible
Assignment:
Follow up service delivery with the outsourcing partner, both in regard to the international Service Desk and the established Incident Process.
Methods / Tools used:
ITIL Incident Management process

 

2010-04 - 2012-08

Fujitsu internal
Role: IT Service Management specialist
Assigment: Ownership of ITIL processes, Incident, Problem, Request Fulfillment, Configuration Management and Capacity Management

Development of ITIL processes within domain

Operative Configuration Management

Operative Incident Management on demand

Method / tools used: Fujitsu proprietary methods and tools, HP Service Manager 7.2, MS Office suite

2011-10 - 2012-04

Fujitsu - SEB
Role: ITSM Consultant
Assignment:

Definition of collaboration model between IT Service delivery and Customer, with focus on Incident, Problem and Change Management processes.

Methods/tools used: Workshops, MS Office suite

2007-04 - 2010-03

Fujitsu - H&M IT department
Role: Service Management consultant
Assignments:
Implementation of 24/7 rotation model and infrastructure for IT support

Aligning the workflow for H&M shops and logistics routines, with focus on model for Release Management.

Definition of support processes within the ITIL framework

Requirement coordination and analysis on the support tool Service Center / Service Manager.

Training of business responsible and IT staff in Service Management processes

Methods/tools used:                    

Workshops, Training, HP Service Center, MS Office suite

2010-01 - 2010-03

Fujitsu - Husqvarna AB
Role: IT Service Management consultant

Assignment:

Definition of Configuration management service model and compilation of Configuration Management Plan within the service transition project.

Methods/tools used:

ITIL Configuration Management process, workshops, MS Office suite, CA Unicenter Service Desk modul

2007-04 - 2008-12

Fujitsu - Westinghouse AB

Role: IT Service Management consultant

Assigment:

Definition of collaboration model between service delivery and Customer, with focus on Incident Management.

Methods/tools:

ITIL processes, Workshops, MS Office suite

2008-10 - 2008-11

Fujitsu - The Karolinska Institute

Role: IT Service Management consultant

Assignments:

Definition, internal marketing and introduction of activities in order to introduce ITIL process management.

Training of business responsibles and IT staff in Service Management processes.

Methods/tools used: Workshops, training, MS Office suite

2006-04 - 2007-03

BiTA Service Management

Role: ITIL Foundation trainer

Assignment: Holding ITIL Foundation courses to BiTA's customers

Methods / tools used: Classroom training, BiTA proprietary training material

2006-04 - 2007-03

BiTA - H&M IT department

Role: IT Service Management Consultant

Assignments:

Definition of work model and structure of the Service Desk

Definition and implementation of Incident Management process within the ITIL framework

Methods / tools used: HP Service Center, workshops, training, MS Office suite

 

Education

1983-09 - 1984-06                        40 p ADB-education
                                                          Malmö Högskola

1982-09 - 1983-06                        20 p computer science, 8 p mathematics
                                                          Lund University

Employments

2013-09 -                                        Capgemini
2012-12 - 2013-08                        No employment
2012-08 - 2012-11
                        Lantmännen
2007-04 - 2012-08                        Fujitsu
2006-04 - 2007-03                        BiTA Service Management
2004-12 - 2006-03                        Own consultancy
2002-09 - 2004-11
                        Ericsson Global Services
1997-11 - 2002-08                        Ericsson-Toshiba
1990-09 - 1997-10                        Ericsson Telecom AB

Courses

2016-10                                                 Quality Control and Management, Capgemini
2016-01                                                
Scrum Master Foundation
2015-06
                                                 På Maintenance Mangement Model, pm3
2015-01
                                                 COBIT5
2014-01
                                                 Service Integaration and Management, Capgemini
2013-10
                                                 BMC Remedy IT Service Management Architecture Overview
2013-09
                                                 UPM 6 (Unified Project Model v.6, Capgemini)
2013-02
                                                 PRINCE2 Practitioner
2011-12
                                                 Lean training,Fujitsu
2011-10
                                                 CA Unicenter Administrator, Capgemini
2011-08
                                                 ITIL Service Transition Life Cycle
2008-01
                                                 ITIL v3 Managers Bridge eng
2006-01
                                                 ITIL IT Service Management - Service Support
2006-01
                                                 ITIL IT Service Management - Service Delivery
2004-01
                                                 Work force management in a Call Center

Professional Knowledge

Application Maintenance: Systems Administration - Maintenance Support System
Consulting:
ITIL Process Improvement, implementation, governance, Lean, Process Gap Analysis, ITSM tools requirements, Service Desk set-up, Service Design and Transition, accredited ITIL 2011 training
Programming:
Php, Asp, HTML, Visual Basic

Languages

Hungarian: Mother Tongue
Swedish: Fluent
English: Fluent
Finnish, Italian, Russian, German, Japanese: Basic Knowledge