Development and implementation of structured IT service management at dena, Establishment of a service catalog including clearly defined services, Introduction and further development of SLAs and KPIs, Establishment of reporting and transparency on service quality, Analysis and further development of central ITSM processes (Incident, Request, Change, Problem), Introduction of pragmatic, dena-suitable ITIL practices, Identification and implementation of automation potential, Ensuring that processes work in everyday life (not just on paper), Responsibility for the structure and use of the ticketing system, Mapping of processes in the tool (workflows, categories, reporting), Further development of dashboards and evaluations, Close cooperation with IT teams, specialist departments, and external service providers, Support in defining and coordinating service requirements, Regular reporting on service quality, bottlenecks, and improvements, Support in 1st/2nd level to ensure practical relevance, Analysis of recurring disruptions and derivation of structural improvements, Support in standardizing support processes and documentation