BMC Remedy ITSM / BMC Atrium CMDB Consultant

11/2013 – 2/2016

Bombardier Transportation (BT) replaced their global IT supplier by different suppliers for particular IT areas. As a part of this transformation BT set up an internal IT department to take control over its IT processes and oversee the activities of the new suppliers. [...] participated on the projects listed below which were a part of the transformation programme.

End User and IS Service Request Catalogue (10/2014 – 02/2016)
Design and setup a new process for the end to end processing of the end user service requests. This includes the definition of the process, design and build of the Prime – Remedy interface, design and setup of the end user services based on the new service catalogue which includes above 100 end user services.

[...]'s main responsibilities within this project were:
- Design and build of the Prime – Remedy interface
- Customize the Remedy Service Management Application
- Design and setup the Service Requests (Q&A, AIF)
- Conduct workshops with the Service Owners
- Coordinate offshore teams

CMDB Design for the Workplace project (05/2014 – 09/2014)
Delivery of expert knowledge in the design and build phase of the project.

[...]'s main responsibilities within this project were:
- Conduct workshops with service owners, identify the CMDB structure
- Collect data requirements
- Map the desired solution to BMC Atrium CMDB Common Data Model
- Prepare a CMDB design and data model
- Setup the data model in the tool

Request Fulfilment Management Process and new Service Requests setup (02/2014 – 04/2014)
Design of a new Request Fulfilment process to on board new service requests. Design and setup new infrastructure service requests.

[...]'s main responsibilities within this project were:
- Identify the needs of various Process Owners
- Design a new process used to on board new service requests
- Setup the process in the BMC Remedy tool (SRM and Change Mgmt applications)
- Design and setup new service requests in BMC Remedy
- Coordinate offshore teams

ITSM Processes and Tools GAP Analysis (11/2013 – 01/2014)
As a part of an IT transformation project an analysis of current ITSM processes and tools was performed in order to identify gaps and areas where improvements needed.

[...]'s main responsibilities within this project were:
- Perform workshops with Bombardier process owners, map the current ITSM process and tool landscape
- Elaborate a gap analysis of processes maturity towards ITIL v3 and compliance towards BMC Remedy tools

Incident-Management, ITIL, Service Management

12/2011 – 8/2013

BMC Atrium CMDB and ITSM Change Management Implementation

Delivery of expert knowledge in the design and build phase of the project in order to implement new CMDB and migrate data from surrounding systems including HP openView.

[...]'s main responsibilities within this project were:
- Lead of the Analysis & Design Stream
- Lead of the Data Colllection & Validation Stream
- Collection of customer requirements and their analysis
- Mapping of the desired solution to the BMC tools
- GAP Analysis of consumers data requirements

Skills Used:
- knowledge of BMC Atrium CMDB
- knowledge of BMC Remedy ITSM Suite
- experience from other similar projects

Incident-Management, ITIL, Service Management

7/2011 – 11/2011

Replacement of the Network Management tool and data transfer into the Atrium CMDB

BNP is one of the leading financial companies in France. [...] has provided ITSM Consultancy to BNP in Project Management and IT Software Management.

Replacement of an internally developed tool used to store the data about the network elements, such as servers, routers, printers etc. throughout the whole company. All the data concerning servers stored in this tool has been shifted to the CMDB Atrium. Also additional functionalities provided by this tool, e.g. evaluation of CI’s availability based on its availability schedules, maintenance planning etc. have been re-implemented in BMC Remedy.

[...] main responsibilities in this project were:
- Collection of customer requirements and their analysis
- Redaction of the replacement study
- Implementation of customizations in the CMDB and ARS (7.6.04)
- Testing and de-bugging


Interconnection between System Architect and BMC Atrium CMDB (6.3, 7.6.04)
In order to automate the impact identification of server outages on the availability of applications and services, BNP PF IT requested to identify and represent the relationships between servers, services, and applications in the CMDB. The data about these configuration items was available in the CMDB, but the information about the relationships was missing. The goal of this project was to identify the necessary data in the IBM Rational System Architect tool and its transfer to the CMDB.

[...] main responsibilities in this project were:
- Collection of customer requirements and their analysis
- Analysis of the data stored in the CMDB and the System Architect tool (with support of the architecture department)
- Creation of attributes in the CMDB to represent the relationships
- Data mapping end data transfer

Incident-Management, ITIL, Service Management