About IT Process Maps

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

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

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. In 2017 we moved to Lindau on Lake Constance (Bodensee), near the borders of Austria and Switzerland.

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/'06	IT Process Maps GbR, Lindau (Bodensee), D Owner-Manager
'01 – '06	IDS Scheer AG, Munich, D Manager, IDS Scheer Technologies Focus on Business Process Management in the IT Organization, ITIL, IT Project Management
'98 - '01	ADAC 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 – '98	Bosch 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/'91	Dipl.-Ing. Technische Kybernetik, University of Stuttgart, D
10/'89 – 06/'90	Research project, University of Strathclyde, Glasgow, UK

Profile Dr. Andrea Kempter

Professional Background
Since 04/'07	IT Process Maps GbR, Lindau (Bodensee), D Owner-Manager
'03 - '07	Tirol Kliniken GmbH, Innsbruck, A Strategic HR management/ HR systems und organization Business process management, change management, management systems, project management
'99 - '03	ADAC 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 - '99	SMALLWORLD Systems GmbH, Munich, D Technical consultant in the Traffic & Logistics division Sales support, marketing initiatives, product specifications
'95 - '96	Postgraduate Research, Frankfurt a.M./ Berlin, D Dissertation: "Knowledge-Based Integration of Geografical Data and Automated Generation of Pedological Maps"
'88 - '94	Federal 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/'96	Dr. rer.nat. Geography/ Soil Sciences, Technical University of Berlin, D
10/'84 - 07/'90	Dipl.-Geogr. Geography, University of Hannover, D
'89	Research 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