Marc Buzina

I am the manager of the IT Service Management consulting team at noventum consulting. I also am a Project Manager and Senior Consultant for projects related to IT Service Management. I have experience in designing and implementing processes and tools for delivering IT services to the business. I also know how to design service products, how to mature them and how to approach the market to be able to sell them.

Some of the Projects / Jobs I have worked on

Time frame Company Description
July 2008 – Now noventum consulting Unit Manager IT Service Management
Management of the IT Service Management consultants and profile for noventum consulting. Mixture of people and service management, sales and marketing and consulting tasks.
January 2004 – June 2008 noventum consulting Service Management IT-SM
Define and prepare the noventum services for IT Service Management. Perform sales for IT Service Management projects and develop the marketing perception of noventum as solution and service contact for IT Service Management.
August 2010 – Now GAD eG Organisation development for a new Outsourcing Deal
Prepare process and organisation for the new responsibilities of GAD eG in an Outsourcing Deal. Processes include Problem-, Change-, Capacity-, Availability-, IT Security Management and Request Fulfilment. Create and negotiate underpinning contracts with providers.
November 2009 – March 2010 T-Systems Service Level Management
Implement Service Levels for a banking deal of T-Systems.
May 2007 – December 2009 Finanz Informatik ITIL Process Implementation
Implement ITIL processes starting with Change, Problem & Configuration Management to a IT service provider for the german savings banks (approx. 4000 IT employees).
June 2007 – March 2009 Koç Yapı Kredi Bank ITIL Process Assesment & Improvement
Asses current ITIL process maturity and improve the process results. Koç Yapı Kredi is a large turkish banking enterprise with approx. 400 IT staff.
January 2001 – April 2007 WestLB Systems, Hewlett-Packard Design and Implement a Service Management System
Setup a Remedy Action Request based (custom build) application for WestLB Systems and roll it out to Düsseldorf, London, New York and Tokyo. The system should reflect the processes:

  • Service Desk
  • Incident Management
  • Problem Management
  • Configuration Management
  • Release Management
  • Change Management
  • Service Level Management

Project included support of the transition from WestLB Systems to Hewlett-Packard.

November 2006 noventum consulting, Mercedes ITIL Foundation Classes in Turkey
Hold ITIL Foundation classes at Mercedes and noventum consulting in Turkey.
March-April 2006 AGRAVIS Maturity Check
Checked the maturity of the ITIL processes for the customer AGRAVIS.
June 2001 – January 2002 Sinius Specification for Incident and Escalation Management
Specified the additions needed for a Remedy Action Request System based tool to implement Incident and Escalation Management processes for Sinius.
November 1999 – December 2000 ISIS Multimedia Design and Development of a Service Center Workflow Tool
Designed, developed and implemented a system based on Remedy Action Request System to be used by the telecommunication providers service desk to handle all customer interactions.

Skills and Certifications

  • Certifications for
    • ITIL Manager in IT Service Management
    • Project Management – IPMA Level D
  • Methods & Know-How Areas
    • Process Modelling and Design
    • Process Implementation
    • ITIL, ISO 20.000
    • CobiT
    • Project Management
    • Management Consulting
    • Building of IT Strategy
  • Languages
    • German (native)
    • Dutch (native)
    • English (near-native)
    • French (basic)
    • Farsi (basic)
  • IT Skills
    • Structured Relational Data Design, ERM
    • Object Orientated Design and Development
  • Sectors
    • IT Service Providers
    • Telecommunications
    • Banking

You can reach me via mail: marc.buzina -at- gmail.com

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