• Service Strategy: service SWOT analysis, improvement proposals

• Service Design: development of operational models, assignment of the process roles

• Service Transition: tool testing, asset data migration

• Service Operation: delivery of the service to all divisions worldwide, tracking and managing 237,500 globally deployed assets, data quality monitoring

• Verification of ITSM implementation by HP Service Management Center product family

• Evaluation of system architecture, data flows, system requirements and deployment best practices

• Analysis, presale consultations, presentation of conceptual models and solution proposals (see the T-Systems project)

I collected, sorted and connected fragments of information simplifying implementations

• Implementation of Service Asset and Configuration Management (SACM) to satisfy ISO/IEC 20000 requirements

• Preparation of a Configuration Management System based on HP Universal CMDB

• CMDB model design

• Configuration Management training for 104 users

• ISO audit

• KPI reporting

I improved stakeholder's awareness of the up to date Service Asset and Configuration Management solution

Pilsner Urquell had a large number of customer objects and had made some functional changes in the SAP R/3 ERP software, which generate additional risks for system upgrade and a need for extensive testing of the extended functions.

• Setting up a risk classification system for SAP R/3 functional changes

• The risk classification helped to estimate workload necessary for functional change migration during SAP R/3 upgrade

• Contribution to the Change Management improvement

I joined many separate information sources into single point of entrance system

Wordspan Meridian Global Distribution System (GDS) had been chosen to replace legacy systems in Czech Airlines. Because all business operations were affected, it was necessary to analyze as?is business processes and compare them with to?be (Meridian) processes.

• Identification of business processes from Booking to Departure control systems

• Business Process Modelling in ARIS Toolset

I created high level model from a huge set of technical and business documents

The Service Assurance Support System is based on BMC Remedy Action Request System.

I participated in Detail Design, which was based on Requirements engineering ? elicitation, analysis and validation of customer requirements gathered during workshops at client premises.

• Identification and description of the Complaint investigation processes
• Working out the data model

I established a systematic BA approach in Software Development Life-Cycle (SDLC)

• Presale, Business Analysis and Account Management: Requirements Engineering, working out proposals, project scope negotiation

• System architecture, software design: system architecture design, working out data model, data flows and interfaces

• System implementation, coding and testing: technical leadership, User Acceptance Testing, Release Management

• System maintenance and support: Service Level Agreement (SLA) negotiation