Available ASAP

(Updated 2020-09-15)

ITSM Expert Director

Frederikssund, Denmark

Native Danish, Fluent English,

  • 5 års erfaring med Service Integration and Management
  • 14 års erfaring med projektledelse
  • 27 års erfaring med IT Service Management

Kvalifikationer (30)

Change Management

SUBJECT MATTER EXPERT

ITIL

DOCUMENTATION

OPERATIONS

INSTRUCTOR

Incident Management

SME

TECHNICAL LEADERSHIP

AUDITING

SELF MOTIVATED

Management Consulting

KNOWLEDGE MANAGEMENT

AUDIT

MENTOR

GOVERNANCE

FIELD ENGINEER

INTEGRATOR

INTEGRATION

PRINCE2

PROJECT MANAGER

RETAIL

ORGANIZATIONAL CHANGE

REMEDY

OPTIVITY

PEREGRINE

TIVOLI

KEY SYSTEMS

AP

PREMIER

Resumé

Michael work as Expert Director for Imhoff Consult with a primary focus on ITSM. He has been working with ITSM in
some form almost all of his more than 35 years in the IT industry as developer, consultant, instructor and mentor. He is
certified in numerous frameworks and best practices including ITIL, COBIT, SIAM and Prosci Change Management
Practitioner. He is also accredited instructor and auditor for ITIL and SIAM delivering training and auditing training
material and participating in the accreditation of instructors. As an ITSM consultant he has been part of small
engagements from a few days to a week and projects from several month to more than a year in very small IT
organization to very large, global IT organizations.

Michaels passion is to share knowledge and enable others to do a better job. That's why he has been engaged in
volunteer work in interest organizations with 10 years on the board of IT Service Management Forum Denmark,
numerous years in sub committees and working groups on both the local and the global level, the past three years on
the IT Service Management Forum International Executive Board and lately also as SIAM network facilitator at Danish IT
Society. In addition he has been a reviewer of several publications including some of the ITIL V3 and 4 volumes and part
of the translation team of the ITIL V3 Glossary and the ITIL Foundation Handbook into Danish.

Michaels background, experience and involvement awarded him the distinction Fellow in Service Management from The
priSM Institute in 2013


Native Fluent


Danish English

Professionel erfaring

Senior Manager
Sofigate

2017-01 - 2020-01

Senior Manager (Senior Managing/Principal Management Consultant) at Sofigate (formerly 3gamma).

Focusing on the entire lifecycle including Strategy & Governance,
Transformation & Change and Operational Excellence in an advisory
capacity ensuring that our customer get the most business value of their IT
investments.

Sofigate is an independent management consulting company providing
technology strategy consulting and IT advisory services to industry leading
companies across sectors. Operating from offices in Finland, Sweden,
Denmark and England, we work closely with senior executives, strategists
and technologists to accelerate growth and seize the opportunities of the digital age.

Expert Director
Devoteam Management Consulting

2020-01 - 2020-01

Devoteam Infrastructure & Cloud Management Service Management


Devoteam Management Consulting

AP Pension (pension company)

2017-01 - 2018-01

Documentation current ITSM state and defining describing a new future
state including tool implementation. Processes involved are Incident,
Problem, Event and Configuration Management (including CMDB) and Request Fulfilment. Includes Organizational Change Management as core for
changing the culture and ways of working.

Senior Premier Field Engineer Operations Consultant II
Microsoft

2013-01 - 2017-01

Senior Premier Field Engineer ITSM.
Premier Field Engineers (PFE) provides technical leadership for Premier
customers around the world to promote health in their IT environments
through onsite, remote and dedicated support services. As part of Microsoft's Cross Domain Capabilities and Operations (CDCO), PFE is
focused on the Operations Phase of IT services based on Microsoft
Technology.

Premier Field Engineers are part of Microsoft's Enterprise Services
Organization. PFE provide various proactive and reactive services to our
Enterprise customers to increase systems availability, resolve critical issues, and ultimately improve the health of our customers' environments. To
ensure the skills to troubleshoot and maintain our customers IT services in
line with Microsoft best practices our PFE team consists of highly trained
engineers. When things do go wrong we provide rapid on site expertise to resolve critical situations worldwide 24*7.

PFE Delivers;
Onsite proactive and reactive services to our Premier customers around the globe
Short term engagements through Rapid Onsite Support and proactive
engagements (technology workshops & health checks)
Long term engagements with Dedicated Support Engineering
Services delivered by highly skilled engineers with deep technical expertise


Jættehøjen 8 3600 Frederikssund
+45 5319 5403 www.linkedin.com/company/mimhoff-consult

Sourcing Strategy for Nordea (financial company)

2017-01 - 2017-01

Creating complete sourcing strategy including recommended perspectives for applications, locations, capabilities, services, vendors and contract
management. The services section included SIAM structures, processes,
roadmap and governance boards.

O365 Operational Readiness for Novozymes (pharmaceutical company)

2016-01 - 2016-01

Project Description: The operational readiness track had the purpose of
ensure stable and prepared services delivery of O365 services for the customer. The program is responsible for proper handover to Operational


Jættehøjen 8 3600 Frederikssund
+45 5319 5403 www.linkedin.com/company/mimhoff-consult
service lines ensuring all is ready to support the solution and the customers
end-users on Office 365. This includes:

• Define the Support model and User administration model in relation
to lifecycle (provisioning, maintain and deleting) including SIAM and responsibilities for relevant processes.
• Establish service integration between the service provider service
delivery, Microsoft Cloud Service and the customers IT
• Prepare service management processer (i.e. Incident, Problem and Change Management) and governance processer (reporting, commercials, etc.) across the service provider and the customer.
The integration will be based on existing processes and tools
adapted to the Office 365 service. Hereunder prepare a model for
handling constant changes to O365 Cloud.
Project Contribution: Contributed as SME on processes and governance and organizational structures.

Maersk Line (global transportation company)

2015-01 - 2015-01

Project Description: To bring the customer to be able to run and operate its
Microsoft Azure environment and support the hosted applications and
platforms to the required standard of a professional service provider, the customer has asked Microsoft to lead and execute the enablement of MGIS
on this journey including:

• Service Management Integration: Integrating Azure Services into the customer processes.
• Service Operation: operating the customer Azure environment until
the customer is ready to take over operational responsibility on their
own
• Integration with the Azure Managed Services team: onboarding the customers Azure environment into Microsoft Managed Azure services
providing VM administrative services and support for the customers
Azure operations including SLA, Monitoring and other standardized
services.
Project Contribution: Contributed as SME on processes and organization.

Maersk Oil (global energy company)

2014-01 - 2014-01

SharePoint Governance for Maersk Oil (global energy company)

Project Description: The project had a focus on building a governance
structure for the SharePoint environment including the necessary boards,
roles, policies, processes, guiding principles and service models.

The SharePoint governance plan included a roadmap for future directions and decisions for the SharePoint environment.

Project Contribution: Contributed as SME on organization, governance and processes.

retail company

2012-01 - 2013-01

Project Description: Assessing several operational processes in order to identify current state, get an idea of desired state and make initial
recommendations on how to close the caps. The purpose is to make IT
infrastructure department more efficient in order to use resources for more
proactive activities. Also included are optimization of the handover of new
systems for operations.

Project Contribution: Facilitating interviews and assessments, making
conclusions and recommendations and being the SME on ITIL and PRM-IT.


Jættehøjen 8 3600 Frederikssund
+45 5319 5403 www.linkedin.com/company/mimhoff-consult
Processes included are release management, deployment management and service execution in the areas of server, network and storage management.

Transition project manager
JN Data

2012-01 - 2013-01

(service provider)

Project Description: Working as project manager for a service provider
moving IT solutions for a financial customer from another service provider to this service provider's location.

Project Contribution: Preparing and coordinating between the three
stakeholders in close cooperation with the project managers from the two
other organizations and staff from all the organizations.

Service Management Principal / Managing Consultant
IBM

2006-01 - 2013-01

Managing Consultant with a focus on ITSM using ITIL, ISO/IEC 20000 and other standards, frameworks and best practices supported by tools such as
Tivoli (e.g. TADDM, ITUP-C), Peregrine, Remedy etc. Besides consulting also
ITIL instructor.

IT Security Compliance Manager
British American Tobacco

2011-01 - 2012-01

(manufacturing company)

Project Description: Fulfilling the role as IT Security Compliance Manager within the northern European region. Doing Business Impact Analysis, Risk
Assessment and Management, Penetration Test and Compliance and
Controls follow up. Using frameworks and standards such as COBIT,
ISO/IEC 27000, PRINCE2, ISF and SFIA.

Project Contribution: Fulfilling an internal role at the customer.

Maersk Line (global transportation company)

2009-01 - 2011-01

Remedy development and support for Maersk Line (global transportation company)

Project Description: Responsible for coordination of development and support activities on one of the world's largest Remedy installations
coordinating resources in Denmark and India and coordinating with other
organizations both within IBM and within the customer in the same
countries as well as United Kingdom. Included weekly status meetings and reporting.

Project Contribution: Helped keep a focus on activities important of the customers and prioritizing resources in a role combining project
management and solution architecture as Service Manager

incident and problem management with links to demand
British American Tobacco (manufacturing company)

2011-01 - 2011-01

Project Description: Maturity assessment of key systems/service based on
COBIT. Subsequent improvement of processes using ITIL best practices.
Initial focus on change, incident and problem management with links to demand, catalogue and service level management.

Project Contribution: SME on COBIT and assessment helping the customer
defining scope and approach. Included in data gathering via interviews and analysis producing findings and recommendations. The assessment was
done using their own assessment sheets based on COBIT controls.
Subsequent SME on ITIL and service management defining and describing
processes and also working with tools, communication and management of organizational change.

financial customer

2010-01 - 2011-01

Project Description: Creating a service catalogue for a financial customer of all infrastructure services delivered by IBM outsourcing.

Project Contribution: Identifying all services in cooperation with IBM service
owners and representatives from the customer. Defining the structure and contents of the service catalogue.


Jættehøjen 8 3600 Frederikssund
+45 5319 5403 www.linkedin.com/company/mimhoff-consult

ECCO (manufacturing company)

2010-01 - 2010-01

Resource analysis for ECCO (manufacturing company)

Project Description: Analysis on resource consumption and how resources
could be better utilized for a manufacturing company using the IBM Issue
Based Consulting (IBC) methodology and SFIA. Resulted in several finding and recommendations.

Project Contribution: Facilitating hypothesis creation, data gathering,
analysis and presentation of findings and recommendations.

management consultant
Service Management

2009-01 - 2009-01

tools implementation for JP/Politiken
(newspaper)

Project Description: Coordinating the implementation of Tivoli tools TSRM,
CCMDB and TADDM supporting the processes Incident, Problem, Change and Configuration Management.

Project Contribution: Coordination, planning and engaging resources and be the SME on ITIL in a role combining project management and service
management consultant.

project manager and ITSM
Region Sjælland (public sector region)

2007-01 - 2008-01

Project Description: Implementation of ITIL processes (Incident, Problem, Change, Release, Configuration and Service Level Management) with supporting tool.

Project Contribution: I had a dual role as both project manager and ITSM
consultant. I contributed to the organizational implementation and helped the customer project manager making this project a success.

Solution Architect / Service Management Principal
HP

1997-01 - 2006-01

Solution Architect with a focus on IT Service Management designing and implementing ITSM solutions based on ITIL and HP OpenView. Responsible for sales of HP Services within IT Service Management (people, processes, products and partners).

MOF Assessment

2004-01 - 2004-01

for TDC Services (ISP)

Project Description: Assessment of "Service Monitoring and Control" using
Microsoft assessment methodology based on MOF and SPICE (ISO/IEC 15504). The customer was a telecom provide basing their processes on
META Group Operational Excellence. The assessment was done via several
interviews.

Project Contribution: Executing the interviews and making the conclusions and recommendations.

Forsvaret (public customer)

2003-01 - 2003-01

Project Description: Part of delivery team designing incident and problem
management processes.

Project Contribution: Contributed as SME on incident and problem
management.


Jættehøjen 8 3600 Frederikssund
+45 5319 5403 www.linkedin.com/company/mimhoff-consult
BACKGROUND PAST EPLOYMENTS

Research & Development Manager
Olivetti

1993-01 - 1997-01

Responsible for development of outsourcing center at Olivetti in Denmark
using tools like IBM Netview, IBM Trouble Ticket, CiscoWorks, Optivity etc.

SW developer
communication solution for Delta Airlines

1984-01 - 1993-01

Jættehøjen 8 3600 Frederikssund
+45 5319 5403 www.linkedin.com/company/mimhoff-consult

Akademisk baggrund

BEC

2020-09 - 2019-01

B.Sc.
Technical University of Denmark

1981-01 - 1985-01

Certificeringer

ITIL V3
ITIL Foundation Certificate in IT Service Management
ITIL Foundation Certificate
Foundation Certificate in IT Service Management
Foundation Certificate
Certificate in IT Service Management
Certificate in IT
CISP
ITIL Practitioners Certificate in IT Service Management / Change Management, EXIN March 2003
ITIL Practitioners Certificate in IT Service Management / Problem Management, EXIN June 2003
ITIL Managers Certificate in IT Service Management, EXIN September 2004
Certified IT Standard Professional (CISP), ICT Standard Forum
Certified IT Management Professional (CIMP), Business Technology Academy
PRINCE2 Foundation, APMG
ITIL Version 3 Foundation, ISEB
ITIL Version 3 Foundation Bridge, ISEB
ITIL Version 3 Managers Bridge (ITIL V3 Expert), EXIN
ITIL V3 Intermediate RCV, DANSK IT
ITIL V3 Intermediate SOA, DANSK IT
ITIL V3 Intermediate OSA, DANSK IT
ITIL V3 Intermediate PPO, DANSK IT
ITIL V3 Intermediate Service Strategy, DANSK IT
ITIL V3 Intermediate Service Design, DANSK IT
ITIL V3 Intermediate Service Transition, DANSK IT
ITIL V3 Intermediate Service Operations, DANSK IT
COBIT Foundation, ISACA
Distinguished Professional in Service Management (DPSM), The priSM Institute January 2011 to May 2013
Fellow in Service Management (FSM), The priSM Institute
MOF Foundation, EXIN
ITIL Expert CPD, AXELOS November 2015 to November 2020
Change Practitioner (ADKAR), Prosci
PRINCE2 Foundation CPD, AXELOS October 2016 to November 2017
Sofigate Foundation, Sofigate
SIAM Foundation, EXIN
Sofigate Advanced ITSM/SIAM, Sofigate
ITIL 4 Foundation, PeopleCert
SIAM Professional, EXIN
ITIL 4 Managing Professional, PeopleCert
ITIL 4 Specialist Create, Deliver and Support

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