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A. PERSONAL FILE
• Name : Anko Wolf
• Address : Maarschalklaan 26
• City : 3417 SE Montfoort, The Netherlands
• Gender : Male
• Date of Birth : August, 28th 1966
• Marital status : Married, father of two boys
• Country of citizenship : The Netherlands
B. SUMMARY
I am a very experienced (since 1993) consultant in the Service Management domain, with a
focus on supporting ITSM tooling, especially ServiceNow, HP Service Manager and associated
products.
The common success factor for my assignments is my ability to help the customer identify and
fine tune business requirements and translate these into solutions, within the out-of-the-box
capabilities of the available tooling, or in terms of customizations where this is not possible. To
me, implementing and deploying these solutions is the natural next step. For this, I consider
myself an all-round consultant.
My strong points are:
• Creative and analytically strong, both when it comes to identifying, analyzing and
implementing new functional requirements and when it comes to analyzing and solving
issues with existing solutions.
• Not afraid of the unknown; able to quickly gather and adopt new knowledge and provide
added value based on that new knowledge, especially outside my own area of expertise.
• Able to think out-of-the-box, but also outside the box.
• Very pragmatic and solution oriented.

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C. WORK EXPERIENCE
ANIMO Consultancy BV (January 2004 – now)
As a self-employed ITSM consultant I have been involved in a wide range of projects and
assignments, mostly related to ServiceNow and HP ServiceManager / BTO, at a large number
of different customers. Sometimes engaged directly, sometimes via partners such as HP,
LogicalisSMC, IBM Global Services and KPMG Consulting.
IBM / ABNAMRO (May 2015 – July 2016)
To ready the organization for a new outsourcing contract between ABNAMRO and IBM, a
transformation program is initiated within IBM. Part of this program is the implementation of
the ServiceNow ITSM suite.
My main contribution to this transformation program has been the implementation of a master
data driven Catalog Management System that allows the customer to order complex IT
Topologies from various Cloud Provisioning parties through a single portal.
Philips (August 2015 – April 2016)
Philips is separating the organization into two separate entities. To support this separation,
throughout the organization a large amount of back-office applications need to be split. The HP
SM9 based Case Management System of the Philips Global HR department is one of these
applications.
I have been responsible for designing the split strategy for the CMS personally, as well as for
implementing and executing the strategy successfully together with a co-worker.
Rabobank G-ICT (May 2012 – March 2015)
After being migrated from HPSC 6.x to HPSM 9.11, the customer faces a large number issues
with the new implementation. After overcoming these issues, the next step for the customer is
to grow their support-only organization into a development organization.
My list of main contributions to this account includes:
• Coaching members of the team towards the next level.
• Adding in-depth root cause analysis capacity to the team, helping the customer to get
control over their post-migration issues and stabilize their system.
• Designing and implementing a release deployment strategy, which allows the customer to
combine separate developments from various sources (internal projects, support team,
software vendor) into single releases.
• Upgrading the HP SM 9.11 system to HP SM 9.34.
• Implementing of HP Release Control.
• Establishing ticket integration between HP BSM/OMi and HP SM.
• Re-implementing the SSO Framework.
• Designing and implementing the HP CLIP strategy (Closed Loop Incident Process,
encompassing uCMDB, BSM/OMi, OO en SM9), in cooperation with HP.
• Several major and minor HP SM9 releases with functional enhancements and bug fixes.

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Philips (February 2004 – April 2012)
Philips is using HP Service Manager to support their IT Service Management processes, as
well as for their HR Case Management processes.
During this period, I have been engaged with this customer without interruption, mostly part-
time, but now and then full-time. I have been personally responsible for, among other things:
• Managing IT aspects of the global roll-out of the HR Case Management System in the
Philips Global HR organization.
• Designing, implementing and deploying various adaptive and corrective changes on the HR
Case Management System.
• Designing and implementing a data warehouse and reporting environment.
• Designing and implementing a wide range of integrations with other systems, such as an
ATOS ticketing system, a T-Systems ticketing system and Tivoli TEC.
• Advising the customer in the area of future developments, in the realm of processes as well
as tooling and interfaces.
• Helping the customer to manage other vendors.
• Training internal Technical and Functional Administrators.
Next to this I have been co-responsible for:
• Implementing HP SM 7.1 for the Philips wide One IT Help organization
ING OPS&IT Banking (October 2007 – April 2009)
In October 2007, ING starts with the implementation of ServiceCenter 6.2, using the HP Best
Practices for ServiceCenter framework. The first phase encompasses the implementation of a
centralized CMDB with bi-directional interfaces to a number of existing Configuration
Management systems. The second phase focusses on the implementation of centralized
Incident, Problem and Change Management processes and the embedding of these processes in
the new HP ServiceCenter implementation.
I have been involved in this project as one of the four lead consultants, responsible for:
• Implementing ServiceCenter.
• Architecting and implementing several interfaces.
• Setting up of the underlying infrastructure.
Equens (May 2007 – August 2007)
Equens and ATOS implement a bi-directional interface for both Incident and Change
Management, between HP ServiceCenter and AHD.
My contributions to this project were:
• Designing the interface functionally, in cooperation with an architect of ATOS.
• Designing the Equens side of the interface technically.
• Implementing the ServiceCenter side of the interface.

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Interpay Nederland (August 2004 – May 2007)
Interpay is consolidating 7 different ITSM systems into a single new HP ServiceCenter
environment, while harmonizing and fine-tuning ITIL processes.
For the duration of this project I was responsible for:
• Managing the Tools and Technical Administration team.
• Upgrading the existing ServiceCenter 5.0 implementation to version 6.0.
• Designing and implementing necessary customizations.
• Training of future Technical and Functional Administrators.
• Scoping and preparing required infrastructure.
Also I was strongly involved with:
• Redesign processes.
• Managing the acceptance test processes.
• Training end users.
After the project was finished, I have been engaged regularly for designing and implementing
minor enhancements and bug fixes.
ING Real Estate (January 2004 – July 2006)
The customer uses HP ServiceCenter to support their Incident and Change Management
processes.
I have been responsible for:
• Re-implementing the Change Management process and module.
• Training of Change Management end users.
• On-site training of newly hired Functional Administrator.
• Designing and implementing of a series of minor changes.
• Providing post production support.
Miscellaneous (January 2004 - now)
Other customers I have been engaged are, among others:
• IBM Global Services
• Canon Europe
• Organon
• De Nederlandsche Bank
• Robert Bosch Security Division
• TPG Post
IBM Global Services (September 2002 – December 2003)
As an IT Architect, I was (personally or co) responsible for several Peregrine ServiceCenter
implementation projects, some of them IRM-a related, at various customers, including:
• Canon Europe
• ING Real Estate
• Interpay Girale Services
• Philips
• RABOBANK
• TPG Post

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Peregrine Systems BV (June 1998 – September 2002)
I started in the position of Senior Consultant. In the role of lead consultant, I have been
responsible for a range of projects, at customers such as:
• ABNAMRO Bank
• TPG (former PTT Post)
• PriceWaterhouseCoopers
• Norfolkline
• Jacobs Comprimo Nederland
• Bayer Antwerpen
• Brussels Gewest
• Nationale Bank België
• D’Ieteren (Belgium)
Via the position of Technical Architect, I grew into the position of Professional Services
Presales Manager, where I was responsible for scoping all Professional Services engagements
in the Netherlands, Belgium and Luxemburg, both from a time/material perspective as from an
architectural perspective.
In this period, I also performed the role of “Partner Mentor and Coach”, where I was
responsible for coaching Peregrine partners throughout EMEA in the areas of Pre-sales,
Implementation and Customer Support. Among the list of partners I have worked with are:
• IBM (Netherlands, Belgium, Sweden
and South Africa)
• KPMG
• CMG
• Motifact
• Econocom (Belgium)
• Telindus (Belgium)
• MGX (South Africa)
• Delphi (Finland)
Match 4 Products (June 1997 – May 1998)
I provide consultancy in the area of implementation of ITIL processes and tooling.
Department of Defense (January 1996 – March 1998)
With this customer, I have been responsible for the design and implementation of the
Configuration Management process and supporting tooling. During this period, I was first
involved with and later lead responsible for the ongoing implementation of HP ServiceCenter,
which has eventually led to my specialization in IT SM tooling.

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D. EDUCATION
• HAVO 1978 – 1983
• 1st
year HTS Civil Engineering 1983 – 1984
• 1st
year HTS Computer Science 1984 – 1985
• University Degree in Computer Science,
University of Twente 1985 – 1992
E. RELEVANT TRAINING
• ITIL Essentials (V2)
• ITIL Foundation (2013)
• ITIL Service Manager Service Delivery
• ITIL Service Manager Service Support
• HP ServiceCenter / HP ServiceManager
• HP AssetManager
• Peregrine Infra Tools Desktop Discovery
• Peregrine Password Management (Courion Corporation)
• ServiceNow System Administration
• ServiceNow Advanced System Administration
• ServiceNow Scripting
F. RELEVANT SKILLS AND EXPERIENCES
I have a theoretical background, complimented with many years of hands-on experience in,
among others, the following area's:
• IT Service Management processes
• IT Operations Management processes
• HR Case Management processes
• Agile / SCRUM software development
• LEAN
• IT Service Management tooling, such as ServiceNow, HP ServiceManager, HP
ReleaseControl, HP uCMDB
• IT Operations Management Tooling, such as HP BSM/Omi, HP BSM/OO
• Interfacing via for example REST, SOAP, HP Connect-It, ServiceNow MID Server
• Interfacing with many different systems, for example CA AHD, Exchange, AD / LDAP
• Single Sign On
• Database Management Systems / Data Warehouse Systems / Data Reporting systems, such
as Oracle, MS SqlServer, MS Reporting Services
• Server operating systems, such as Windows, Linux and Unix (AIX, HP and SUN) servers
• Wide range of programming languages, such as Informix 4GL, HP Service Manager RAD,
Java / Java Script and Groovy.