Thierry NOE

Assessment, design, implementation, operation, and continual improvement of ITSM Capabilities: Mainly : - Incident Management - Major Incident Management - Problem Management - Service Level Management - Change Management - Process integration - Knowledge Management - Continual Service Improvement Also Involved in: - Service Desk Management - Release and Deployment Management - Supplier Management (SIAM) - Request fulfilment - Portfolio Management - PMO design and setup - IT operations Management - Event Management - Catalogue Management - Governance Main Customers : - Proximus - Belgian Ministry of Finance - European Parliament - Etnic - Belnet - Federale Assurance - AXA - BNPPF - YPTO Contracts 6+ months Location Brussel's metropolitan area

Short missions : SAP projects Implementation and ITSM Support (Event, Incident, Problem, Change, Release and Service level Management). Customers: Swatch Group - Patek Philippe - Rolex - Litasco - IOM - JTI

- Design and implementation of HP Swiss ‘SAP outsourcing’ and PMO. - Transition/Transformation Programs and portfolios (Switzerland and Finland) - Data-centre migrations (CITCO Bank, Swatch group) - SAP Basis Service Delivery Management - Setup of End User Services Management: Ericsson’s European premises and PSA group - HP Internal IT and business Services assessments and continuous improvement (Lean Six Sigma) - Ericsson’s software factory services improvement (India – Sweden)

SAP Basis and Project Management Expert: - Design and Setup of the Global Architecture for SAP CRM and SAP EBP - ITSM Support design Service Desk in a follow the sun mode. - 2nd level of support for SAP R/3, BW, CRM and EBP. - Change and Release management for CRM and EBP. o Implementation of OSS notes o Transport Management o Upgrade from Netweaver to SAP HANA. - Event Management for SAP R/3, BW, CRM and EBP (earlywatch and performance analysis)