About IT Process Maps

Dipl.-Ing. Stefan Kempter, IT Process Maps
Stefan Kempter,
Director
@LinkedIn   @Google+

 

Dr. Andrea Kempter, IT Process Maps
Andrea Kempter,
Director
@LinkedIn   @Google+

We are Stefan Kempter and Andrea Kempter, the founders of IT Process Maps and the authors of the ITIL® Process Map.

Our privately held company started out in 2006 in the picturesque village of Pfronten in Bavaria, Germany.

Our focus is on the provision of process know-how 'out of a box' for service providers, in the form of an officially accredited process model for ITIL (the ITIL® Process Map). These process models help companies worldwide with understanding the principles behind ITIL and designing their ITIL-aligned processes and documents.

Based on our experiences with the ITIL Process Map, we also developed a streamlined service management framework called YaSM (Yet another Service Management Model) for those who find a ITIL a bit too complex.

Don't hesitate to get in touch if you have any questions.

We look forward to hearing from you!

 

Profile Dipl.-Ing. Stefan Kempter

Professional Background

Since 07/'06IT Process Maps GbR, Pfronten, D
Owner-Manager
'01 – '06IDS Scheer AG, Munich, D
Manager, IDS Scheer Technologies
Focus on Business Process Management in the IT Organization, ITIL, IT Project Management
'98 - '01ADAC e. V., Munich, D
Head of IT Architecture and Strategic Planning
Head of software development in the fields of Callcenter and Traffic Information Systems
'92 – '98Bosch Signalbau Huber AG, Munich, D
Presales and Technical Consulting
Project Management
Programming of systems in the field of Traffic Control
Management of research projects on a European level in the fields of Traffic Information Systems and Telematics

Education

10/'85 - 09/'91Dipl.-Ing. Technische Kybernetik, University of Stuttgart, D
10/'89 – 06/'90Research project, University of Strathclyde, Glasgow, UK

Profile Dr. Andrea Kempter

Professional Background

Since 04/'07IT Process Maps GbR, Pfronten, D
Owner-Manager
'03 - '07Tirol Kliniken GmbH, Innsbruck, A
Strategic HR management/ HR systems und organization
Business process management, change management, management systems, project management
'99 - '03ADAC e.V., Munich, D
Head of business intelligence and geographical data services
Development/ operation of BI and reporting applications, management information systems, data warehouses, HR systems
Development/ operation of databases and systems for managing georeferenced data
'96 - '99SMALLWORLD Systems GmbH, Munich, D
Technical consultant in the Traffic & Logistics division
Sales support, marketing initiatives, product specifications
'95 - '96Postgraduate Research, Frankfurt a.M./ Berlin, D
Dissertation: "Knowledge-Based Integration of Geografical Data and Automated Generation of Pedological Maps"
'88 - '94Federal Institute for Geosciences and Natural Resources (BGR)/ Geological Survey of Lower Saxony (NLfB), Hannover, D
Pedological surveys, georeferenced databases, technical consulting and user training

Education

09/'92 - 05/'96Dr. rer.nat. Geography/ Soil Sciences, Technical University of Berlin, D
10/'84 - 07/'90Dipl.-Geogr. Geography, University of Hannover, D
'89Research project at the Universidad Austral de Chile, Valdivia, Chile

Project experiences

During our professional careers we were engaged in a huge number of projects, spanning the following fields:

IT process management

IT Security and Risk Management
[Sector: Medical Equipment]
  • Analysis of business processes and their links to IT applications and data
  • Development of a process-oriented framework for security and risk management
  • Design of a risk management concept

Introduction of Process Management according to ITIL Standards
[Sector: Application Hosting]
  • Development of an implementation strategy for introducing process management
  • Coaching of internal staff during the implementation phase

Introduction of Process Management according to ITIL Standards
[Sector: Utilities]
  • Development of the framework for process management
  • Coaching of internal staff during the implementation phase

Introduction of Process Management according to ITIL Standards
[Sector: Automotive]
  • Development of the framework for process management
  • Coaching of internal staff during the implementation phase

Concept for Process Management according to ITIL Standards
[Sector: Financial Services]
  • Design of a concept for the introduction of a comprehensive IT Process Management

Audit of IT Operations Processes
[Sector: Insurance]
  • Analysis of IT processes in relation to best practice (ITIL, COBIT)
  • Rating of Process Management in the IT Organization
  • Analysis of interfaces with customers and service suppliers

Analysis of IT Processes
[Sector: Consumer Products]
  • Analysis of as-is processes
  • Identification of potentials for improvement with regards to best practice
  • Concept for IT controlling including IT scorecard and Key Process Indicators

Helpdesk/ Service Desk

Reorganization of IT Helpdesk
[Sector: Electrical Engineering]
  • Alignment of Helpdesk processes with ITIL
  • Definition of Services and Service Levels (SLAs, OLAs)
  • Design of roles and functional organization
  • Definition of requirements for a Helpdesk application

Analysis of IT Helpdesk Processes
[Sector: Insurance]
  • Assessment of Service Desk, Incident Management, and Problem Management processes versus ITIL and COBIT recommendations

Implementation of a Service Desk for Facility Management
[Sector: Chemical Industry]
  • Definition of the Service Desk processes
  • Design of roles and functional organization

Process Reengineering

Reengineering of Business Processes
[Sector: Telecoms]
  • Analysis of business processes in the area of wholesale operations
  • Concept for IT consolidation
  • Definition of requirements for new application systems
  • Concept for Application Integration by means of an EAI platform

Process Analysis
[Sector: Telecoms]
  • Analysis of systems und processes for the transfer of lines to third-party carriers
  • Identification of measures for process optimization

Software Development

Application Development
[Sector: Infrastructure]
  • Project management in the field of software for on-board units for the collection of road-tolls
  • Requirement management

Integration Tests
[Sector: Infrastructure]
  • Management of problem reports and patch deliveries during user tests
  • Coordination of external service providers for system integration
  • Definition and controlling of processes for error management

Application Development
[Sector: Services]
  • Project Management for the development of a callcenter application with GIS component
  • Definition of requirements
  • Definition of technical concept
  • Project controlling

Application Development
[Sector: Services]
  • Project Management for the development of a travel information system using interactive voice response
  • Engineering requirements
  • Definition of technical concept
  • Project controlling

Application Development
[Sector: Electrical Engineering]
  • Development of a network for the exchange of traffic information
  • Definition of technical specifications
  • Project management and coordination with the overall project

Application Development
[Sector: Electrical Engineering]
  • Development of an information system for a park-and-ride terminal within the framework of a European research project
  • Definition of technical specifications
  • System concept and selection of technologies
  • Project management