Roman Goerkis

For over 20 years, I have been responsible for various projects as an IT Project Manager, with a particular focus on Service Management in the last 10 years. I am a certified ITIL V3 Expert and ISO20000 Consultant; I worked for a long time as a freelance consultant, then for over three years as a Senior Service Manager at a major energy provider, and have been working freelance again for over a year. In addition to my technical qualifications, I completed training as a systemic consultant (SG) to adequately support organizational development alongside technical adjustments and changed processes.

The focus of my experience is on process descriptions, agreements, and implementations, especially for processes in the ITSM environment (e.g., Incident, Change, Problem, Request, Escalation, and Configuration Management, as well as Service Desk, CMDB, and Service Catalog). This also includes the continuous improvement cycle (PDCA/CSI), the optimization of deployed tools, the creation and evaluation of SLAs and KPIs, and the implementation of changes as a project manager. Through the necessary support services for the corresponding staff departments, I also have relevant experience in implementing COBIT processes into work levels and providing/creating data within the scope of ISO27001/IT emergency planning.